View Our Website View All Jobs

Partner Escalation Specialist III

As a Partner Escalation Specialist within the Global Marketing Solutions Partnerships organization at Facebook, you’ll be embedded within the Systems & Services Business Operations team to resolve complex, time-sensitive partner’s issues. You will own and manage a stream of incoming requests from stakeholders. You’ll be responsible for managing escalations, analyzing processes & tools issues and looking for opportunities to optimize operations. You will create, update and help develop a procedures and work instructions for specific support programs. You will serve as liaison between the outsourced Facebook Marketing Partner (FMP) support team and the Partner Program Leadership Team resolving partner's issues through a ticketing system in a timely manner, so that partner impact is prevented or minimized. This is a pivotal role in the partner support process and is a critical part of the end to end partner service delivery experience. The specialist will work closely with all key stakeholders - especially the FB client and support the business.

 

The individual in this role will be a strong communicator, comfortable in clearly articulating the agent and customer point of view and someone who thrives in a fast-moving environment.

 

Responsibilities

-Creating, updating and maintaining procedures & work instructions.

-Incubate immature or new workflows.

-Handle escalations and collaborate with XFN teams to deliver a world-class partner support.

-Act as a subject matter expert for specific processes. Suggest and implement process improvements.

-Act as the primary point of contact for our vendor team to root cause daily operational issues escalated by internal stakeholders.

-Provide training and the necessary documentations to the vendor team.

-Collaborate with other team members to drive program priorities and initiatives.

-Learning and using internal systems and tools (i.e. CRM, SRT, Tasks).

-Provide feedback for continuous improvement to process & program managers.

-Share knowledge and successful practices with team members, peers, and management.

-Develop collaborative working relationships with associates, peers, leaders and external partners.

• Excellent writing skills, including being able to provide responses to complex partner program challenges.
• Excellent communication, interpersonal, time management, and organizational skills.
• Ability to think outside the box while resolving processes & tools issues.
• Ability to distinguish critical from non-critical issues and priorities accordingly.
• Ability to handle ambiguity, setting goals and effectively delivering to them in very fast changing environment.
• Ability to perform in a complex, high-stakes, fast-paced environment
• Comfortable in managing escalations from stakeholders.
• Awareness of the importance of data and key performance metrics.
• Must be proactive with proven ability to execute on multiple tasks simultaneously.
• Maintains calm focus and communicates effectively.

Experience:
- ´╗┐Experience online escalations environment
- Experience in customer support & online operations

-Excellent writing skills, including being able to provide responses to complex partner program challenges.

 

• Excellent communication, interpersonal, time management, and organizational skills.

• Ability to think outside the box while resolving processes & tools issues.

• Ability to distinguish critical from non-critical issues and priorities accordingly.

• Ability to handle ambiguity, setting goals and effectively delivering to them in very fast changing environment.

• Ability to perform in a complex, high-stakes, fast-paced environment

• Comfortable in managing escalations from stakeholders.

• Awareness of the importance of data and key performance metrics.

• Must be proactive with proven ability to execute on multiple tasks simultaneously.

• Maintains calm focus and communicates effectively.

 

BA required

Read More

Apply for this position

Required*
Apply with Indeed
We've received your resume. Click here to update it.
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

150