Small Business Service Delivery Manager | Facebook- Singapore

Job Details:
This is an exciting new role responsible for building and scaling service to Facebook’s advertising community across APAC. You will build and manage high-performing customer service programs to enable our customers to get the most out of their advertising investment with Facebook. You will develop deep understanding of our advertisers' needs and deliver measurable solutions. You will work with the services leadership team to set strategic objectives and run the day-to-day operations for the business. You will be expected to help the teams deliver on ambitious targets, and roll up your sleeves to partner directly with clients (where necessary) and partner teams that drive programs to exceed service & revenue goals. Fostering a culture of innovation and creativity is also a key expectation in this role. Ideal candidates will have a proven track record in managing third-party vendors or large operations teams on the set up, execution, and management of a multi-channel service operation; a passion for growing revenue through customer and product insights & service excellence; a keen eye for identifying and scaling processes and workflow opportunities. This position is full-time and located in our Singapore office.
*.Manage 3rd party vendor(s) and take responsibility for delivery of operational metrics including Customer Satisfaction, Efficiency and Revenue uplift
*.Define strategies and implement and manage service programs to achieve quarterly goals
*.Act as key contributor and part of Customer Services leadership team for APAC delivering cohesive and coordinated customer engagement and market development strategies
*.Develop and implement best practices for your services programs ensuring our team is always up to date with the most effective advertiser solutions
*.Drive operational improvements, share best practices, and implement scalable solutions to business challenges
*.Build strong working relationships inside and outside of Facebook
*.Influence and collaborate with cross-functional groups to produce meaningful results
*.Lead a group of high performing Facebookers, and help them meet their short term and long term goals
*.BA/BS degree or equivalent practical experience
*.8+ years of experience in managing high performing teams and working with customer service operations for large organizations
*.Comfortable with a rapidly-changing environment with a goal-oriented approach
*.Experience in interacting with senior-level executives
*.Excellent written and oral communication. Strong interpersonal skills. Proficiency in an Asian language is an added advantage
*.Strong problem solving and quantitative analytical skills, expertise in Microsoft Excel and/or SQL is a plus..
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