Facebook Training Manager, Community Operations in Austin, Texas

Intro:

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.

Summary:

Community Operations' focus is on improving the health of our products and helping people understand how to use them through both direct support interactions as well as scalable solutions. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for the Facebook community. We are looking for a passionate Training Specialist to develop and deliver an engaging on-boarding program and ongoing training experience to the regional Community Operations team. This individual will drive excellence within our training team and work to improve the overall policy and knowledge of the Community Operations team. They will be part of a team that will be building the foundation of knowledge for the Community Operations team, supporting new hires in on-boarding, optimizing the training process, and supporting the current team. This is an exciting opportunity to help build a team at Facebook while driving impact and strengthening user trust with our platform.

Required Skills:

  1. Lead and manage a growing team of training specialists responsible for on-boarding, role training and learning & development

  2. Establish team goals aligned with the vision and strategy of the Global team and work with direct reports on strategies for executing, measuring progress and sharing results

  3. Manage day-to-day operations of the regional training team

  4. Identify actionable insights, suggest recommendations, and influence team strategy through effective communication

  5. Develop and scale our training functions as well as knowledge transfer across our global teams

  6. Work cross-functionally with internal Community Operations teams to assess knowledge gaps and growth opportunities

  7. Create and deliver robust training and development programs to the global CO team

  8. Role requires up to 40% of travel

Minimum Qualifications:

  1. BA or BS Degree

  2. 3+ years of people management experience

  3. 4+ years of training experience/background

  4. 3+ years experience in operations

  5. Experience with learning management systems and software

  6. Knowledge of a variety of instructional media including instructor-led, online, and virtual instructor-led training

  7. Ability to communicate with a variety of audiences and engage and influence stakeholders

  8. Understanding of Facebook Community Standards

  9. Policy knowledge

  10. Ability to juggle multiple priorities in a dynamic and changing environment

Preferred Qualifications:

  1. Training experience/background in the tech space

  2. Experience working directly with Operations and/or Customer Support teams' learning challenges

Industry: Internet

Equal Opportunity: As part of our dedication to the diversity of our workforce, Facebook is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also 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, you may contact us at accommodations-ext@fb.com or you may call us at 1+650-308-7837.