Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.
We're hiring for Market Specialists to drive changes that bring real impact to our community of 2 billion users. As a Market Specialist, you'll directly support some users in their most critical time of need. You'll also design the support experience for users in our Australia, New Zealand and global markets, including how we review content, resolve user issues and address thematic global challenges. The successful candidate will be part of a data-driven analysis culture at Facebook. They will be a driving force in scaling our operations by optimizing and automating processes, solving challenging problems and, most importantly, helping to prevent them. This position is full time and is based in our Singapore, APAC office.
RESPONSIBILITIES Understand and investigate issues experienced by our users and analyze patterns and opportunities for improvement
Use region specific knowledge, signals and insights to proactively and programmatically identify opportunities that will improve how we support the Australian & New Zealand markets and Global community of users at scale
Frame these opportunities strategically and translate them into actionable insights
Use quantitative analysis, industry research and strategic thinking to scope scalable solutions with real community impact
Work with other market teams and cross-functional groups to deliver and deploy these projects
Identify and help scope market and regional market goals and play a leading role in identifying strategies for executing, measuring progress and sharing results
Act as a business subject matter expert in managing relationships with internal partner groups
Work with high quality, speed, empathy and accuracy
Provide mentorship, guidance and coaching to members of your team
MINIMUM QUALIFICATIONS 5+ years of relevant work experience
Strong relationship management skills and ability to work well within, as well as represent a global program
Proven ability to influence others and to negotiate priorities and expectations in order to align the support experience with customer needs
Experience in influencing and shaping business priorities across multiple teams and locations
Strong project management skills and experience running complex projects with cross-functional teams across geographies
Proven ability to be a self-starter, overcome barriers and work collaboratively in a fast paced, challenging environment
Ability to handle ambiguous situations and deliver on desired goals
Excellent execution and follow through skills while multi-tasking under pressure, goes above and beyond to deliver against tight deadlines utilizing absolute attention to detail and self-initiated problem solving
Fluency in written and conversational English is essential
Strong communication skills and the ability to spot gaps and identify opportunities
A deep knowledge of the Australia/New Zealand market including current socio-economic climate and the challenges faced by the community
Avid Facebook user, a passion to serve our community and ensuring an excellent user experience
PREFERRED QUALIFICATIONS Experience in a technology or consumer-oriented environment
Experience in a business process improvement, consulting or program management role
Experience managing risk and championing user or customer experience at scale
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