Product Specialist, Product Support & Insights
: Job Details :

Product Specialist, Product Support & Insights

Meta is seeking a Product Specialist to join the Product Support & Insights team within Global Support Operations (GSO). GSO is comprised of multiple teams that focus on alpha/beta product testing, operational and technical support for business products, data management, and scaling the process of measuring outcomes from Meta's business products. The GSO organization helps businesses through scaled service delivery & operations. We combine our expertise in our products with operational and analytical skills to design and manage scalable processes that support millions of advertisers across dozens of complex products. Our unique view on both product and service allows us to partner with teams across Meta to drive our business forward by representing the view of the customer and combining quantitative with qualitative signals to drive product improvements and scale operations.

The Product Support & Insights team focuses on scaled issue resolution for Meta's Ads, Business and Commerce products and advocates for the advertiser and Sales experience to improve quality of our products. We partner closely with our product, engineering and sales teams to give businesses and advertisers the best support experience possible. We also rely on data and insights to work effectively with our Engineering and Product teams to build processes, techniques and tools and recommend improvements to reduce customer issues.

Responsibilities

Leverage product expertise to investigate, triage and resolve issues within Meta's various ads and business products.

Define processes to support front-line teams in complex investigations to improve business and advertiser experience on the platform.

Monitor and analyze reports for feedback and bug-related trends.

Separate business and seller confusion from bugs, advise the Product & Engineering teams, businesses and sellers on how to accomplish their desired outcome.

Partner with Product, Engineering, Operations and additional teams to improve product quality and resources that help scale support & operations workflows.

Apply expertise in quantitative analysis, data mining, and data visualization to tell the story behind the numbers and understand business and seller sentiment better.

Inform, influence, and execute new strategies and tactics using sound analysis and impact metrics to support your business cases.

Minimum Qualifications

Bachelor of Arts/Bachelor of Science degree with 4+ years of relevant work experience.

Experience in troubleshooting and resolving issues of clients on tech products and platforms.

Experience clearly communicating issues and solutions with both technical and non-technical audiences.

Analytical experience solving problems using data and providing practical business insights to technical and non-technical audiences.

Experience working with cross functional teams such as Product and Engineering, preferably with global experience.

Experience with data analysis leveraging SQL.

Experience navigating complex cross-functional landscapes in an ambiguous and rapidly changing environment.

Preferred Qualifications

Experience working with advertisers, agencies and other advertising partners, e-com sellers, influencers/creators or knowledge of the advertising, commerce and creator products.

Meta offers a compensation range of US$97,000/year to US$136,000/year + bonus + equity + benefits. Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.

Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, fill out the Accommodations request form.

Apply for this job and take the first step toward a rewarding career at Meta.

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