UK remote
6 months
Pay Rate: 35.10
Our client's Global Support Operations' (GSO) team's ultimately help businesses through scaled service delivery & operations. They combine deep expertise in their products with operational and analytical skills to design and manage scalable support processes. The unique view on both product and service allows them to partner with teams across the business to drive business forward by representing the community and combining quantitative with qualitative signals to drive product launches, improvements, and scale operations. They work closely with cross-functional partners in Sales & Product, leveraging the data and insights they are uniquely positioned to gather, to enable Meta's businesses to thrive.
The ideal candidate will have proven track record of managing multiple initiatives concurrently, delivering quality work under tight timelines; independently driving complex projects; experience guiding product/software development strategy with engineering and product teams; experience leading technology and/or operational requests intake process across multiple stakeholders with the goal of planning sprints and/or roadmap for teams; a passion for growing customer satisfaction through efficient operations and service excellence; and a keen eye for identifying and scaling processes and workflow opportunities.
Responsibilities
* Independently lead 2-3 short-term projects within a portfolio by building coherent execution trackers that have clear goals and deliverables.
* Collaborate and partner cross-functionally with Sales, Operations, and Engineering/Product teams to implement and manage an optimal tech intake process to feed requests/opportunities into sprints/roadmap cycles.
* Collaborate and partner cross-functionally with Operations, and Engineering/Product teams to manage an established operational readiness process.
* Collaborate and partner with Business Messaging and Enterprise Engineering, to create functional requirements for account management practices on Salesforce.
Qualifications:
* Experience working on functional requirement mapping for Salesforce (both Sales and Service Clouds)
* Experience working on product/software development and partnering with technical teams (e.g. Engineering, Product Management, Data Science, User Researcher, etc.).
* Experience with leading/working on intake processes, requests refinement, prioritization and alignment/commitment with partner teams.
* Experience initiating and driving multiple projects simultaneously with minimal guidance, across different time zones, and with multiple stakeholders.
* Experience managing communication and influencing decision-making with stakeholders to keep high engagement and expectations aligned.
* Strategic thinker with problem-solving skills, attention to detail, and analytical mindset.
* Direct experience in leading end-to-end tech requests intake processes that feed into sprints/roadmaps of partner engineering/product teams.
* Direct experience in the agile software development process.
* Demonstrated experience with communications and presentations to senior leadership across different organizations.