Manager, Community Operations Resume Samples
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Manager, Community Operations Resume Samples
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AW
A Wilkinson
Arielle
Wilkinson
3406 Davonte Forks
San Francisco
CA
+1 (555) 839 9447
3406 Davonte Forks
San Francisco
CA
Phone
p
+1 (555) 839 9447
Experience
Experience
Houston, TX
Escalations Manager, Community Operations
Houston, TX
Hammes-Adams
Houston, TX
Escalations Manager, Community Operations
- Establish team goals and work with direct reports on strategies for executing, measuring progress and sharing results
- Build strategic relationships with global and cross-functional teams to understand and anticipate risks to the company, develop global solutions across operations and policy
- Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve and develop solutions
- Help shape global team vision and establish team goals and work with direct reports and leaders across the organization on strategies for executing, measuring progress and sharing results
- Provide mentorship, guidance and career development to a team of escalation specialists
- Advocate for users within their market, partnering with global and cross-functional teams to develop global solutions
- Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes
Detroit, MI
Market Quality Manager, Community Operations
Detroit, MI
Bauch Inc
Detroit, MI
Market Quality Manager, Community Operations
- Passionately tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems
- Provide mentorship, guidance and career development to members of your team
- Lead the investigation of highly sensitive issues affecting your office, working with teams and leaders across Facebook to understand what happened and why
- Assess and prioritize the top quality issues affecting the teams in your office across all decision-making channels
- Quantify the impact of not changing and drive cross-functional partners to change our systems, processes and policies to achieve better outcomes
- As Facebook’s products and communities change and grow, stay connected with how our support ecosystem is evolving and help head off quality issues before they begin
- Find creative workarounds for quality issues where our tools are the root cause and a technical solution is not imminent
present
Los Angeles, CA
Systems Project Manager, Community Operations
Los Angeles, CA
Shields, Rohan and Kling
present
Los Angeles, CA
Systems Project Manager, Community Operations
present
- Build strong relationships with an offsite manager and global team
- Consult with CO teams to solve workflow problems and ensure internal tools and automation systems are fully leveraged
- Consult with Community Operations teams to solve workflow problems and ensure internal tools and automation systems are fully leveraged
- Analyze quality trends and surface relevant insights to CO teams
- Analyze weekly bug reports and collaborate with Tool Bugs coordinator
- Support current quality checks and proactively monitor quality for all automation
- Collaborate with peers in developing and prioritizing comprehensive, data-driven tool improvement requests (includes communicating the status and priority of all requests to local teams, Community Operations System Developers, PAC Engineering and global System Project Manager partners)
Education
Education
Bachelor’s Degree
Bachelor’s Degree
University of California, Irvine
Bachelor’s Degree
Skills
Skills
- Identify actionable insights, suggest recommendations, and influence team strategy through effective communication
- Establish team goals and work with direct reports on strategies for executing, measuring progress and sharing results
- Speak for community members to improve their experience with the site
- Build team capabilities in empathetic support, problem solving, and critical thinking, which will enable the department to develop more scalable support solutions
- Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve analytical approaches and develop solutions
- Provide exceptional people management, mentorship and career development to members of your team, including managers and individual contributors
- Advocate for people within their safety expertise, partnering with global and cross-functional teams to develop successful solutions
10 Manager, Community Operations resume templates
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1
Manager, Community Operations, India Resume Examples & Samples
- Develop scalable operations solutions to support Facebook’s continued user growth
- Scale your team by capitalizing on opportunities for increased effectiveness and efficiency by driving key automation and productivity initiatives
- Manage a high-performing team of talented and motivated individuals
- Provide mentorship, guidance, and career development to members of your team
- Help drive constant improvement and iteration
- Develop metrics to measure the growth and performance of the department, and provide reports as needed
- Execute projects involving quantitative analysis, industry research, and strategy development
2
Market Quality Manager, Community Operations Resume Examples & Samples
- Lead the investigation of highly sensitive issues affecting your office, working with teams and leaders across Facebook to understand what happened and why
- Assess and prioritize the top quality issues affecting the teams in your office across all decision-making channels
- Quantify the impact of not changing and drive cross-functional partners to change our systems, processes and policies to achieve better outcomes
- As Facebook’s products and communities change and grow, stay connected with how our support ecosystem is evolving and help head off quality issues before they begin
- Find creative workarounds for quality issues where our tools are the root cause and a technical solution is not imminent
3
Regional Market Manager, Community Operations Resume Examples & Samples
- Provide strategic direction and ongoing leadership to the Market teams (~30 markets)
- Develop and execute short- and long-term strategy, and align goals, metrics and action plans for our CO Market operations
- Advocate for international community members (users) to improve their experience with the site and with support
- Actively engage as a member of the CO global leadership team for cross-cutting strategic, operational and people initiatives
- Be a thought leader with various cross-functional partners to align objectives and extend impact
4
Safety Manager, Community Operations Resume Examples & Samples
- Provide exceptional people management, mentorship and career development to members of your team, including managers and individual contributors
- Build team capabilities in empathetic support, problem solving, and critical thinking, which will enable the department to develop more scalable support solutions
- Speak for community members to improve their experience with the site
- Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve analytical approaches and develop solutions
- Identify actionable insights, suggest recommendations, and influence team strategy through effective communication
- Advocate for people within their safety expertise, partnering with global and cross-functional teams to develop successful solutions
5
Quality Manager, Community Operations Resume Examples & Samples
- In this role you will work closely with cross-functional partners, subject matter experts, operations managers as well as our Engineering, Reporting, and Outsourcing teams. Responsibilities would include but not limited to: Passionately telling the story on behalf of Facebook's Community of why Quality matters, build consensus, and inspire others to move fast on fixing problems
- Providing mentorship, guidance, recognition to your team members and fostering their career development
- Driving accountability with other team leads and managers to meet or exceed Quality measurement targets
- Identifying and socializing areas where local teams are understaffed or otherwise unable to properly monitor Quality on a daily/weekly/monthly basis
- Partnering with your team members to conduct urgent, time-sensitive investigations of quality issues to determine root cause and recommend corrective action, requiring an end-to-end understanding of all reporting and review systems, processes, and policies
- Continually assessing and sharing the impact and risk to customer satisfaction resulting from Quality issues
- Driving alignment with cross-functional partners on new and evolving Quality measurement efforts
- Sharing with a global leadership audience your team's and office's progress on Quality initiatives while recognizing the contributions of team members and cross-functional partners
6
Global Training Manager, Community Operations Resume Examples & Samples
- Establishing and executing an onboarding strategy and program content across Community Operations to enable new employees to develop an understanding of our team's values, policies, and processes
- Partner with HRBPs and leaders to identify and evolve specific learning objectives and goals that align with Community Operations broader mission of helping people on Facebook who need our assistance
- Driving forward-thinking solutions to scale knowledge transfer across both internal teams and external vendors
- Establishing a global program to develop, pilot, launch, and iterate on training assets including course materials, presentations, etc
- As Community Standards evolve, partnering with Policy, Quality, and Escalations teams to identify and mobilize in areas where immediate (re-)training is needed
- Building an extended team of trainers and training content developers to effectively addresses a global, multicultural audience
- Establishing the full-time Training team
- Being an inspirational leader and people manager for a high-performing team
- With feedback from appropriate cross-functional partners, developing specifications for needed enhancements to internal systems to facilitate knowledge transfer and skills development at scale
7
Systems Project Manager, Community Operations Resume Examples & Samples
- Become a technical expert on all automation and routing systems across Community Operations
- Support the building and debugging of this infrastructure as needed
- Diagnose, troubleshoot and escalate tool bugs to PAC Engineering
- Analyze weekly bug reports and collaborate with Tool Bugs coordinator
- Consult with CO teams to solve workflow problems and ensure internal tools and automation systems are fully leveraged
- Collaborate with peers in developing and prioritizing comprehensive, data-driven tool improvement requests (includes communicating the status and priority of all requests to local teams, Community Operations System Developers, PAC Engineering and global System Project Manager partners)
- Analyze trends in tool improvement requests and automation requests and work with the Tools team to raise core problems to PAC Engineering and the Community Operations Infrastructure Team
8
Escalations Manager, Community Operations Resume Examples & Samples
- Lead strategic tools, systems, and data to help the team analyze trends and delivering insights to define goals and improve processes
- Significant experience in a complex fast paced environment
- Strong people management experience (+3 years)
9
Manager, Community Operations Resume Examples & Samples
- Manage large functions, projects, or teams with multiple areas of focus
- Establish team goals and work with direct reports on strategies for executing, measuring progress, and communicating results
- Supervise and mentor Team Leads and Associate Managers as they grow into people management roles
- Identify inefficient workflows and implement solutions
- Leverage areas of expertise to improve the effectiveness of user support and the quality of the website
- Utilize deep product and industry knowledge while serving as a strong cross functional leader
- Leverage areas of expertise to improve the effectiveness of our support and the quality of the website
- Execute projects involving quantitative analysis, research and strategy development
- Uncover trends to gain user insights on new products
- Provide mentorship, guidance and career development to members of the team
- Work across leaders from different offices and take global leadership on projects as required
10
Systems Project Manager, Community Operations Resume Examples & Samples
- Become a technical expert on all internal tools used across Community Operations
- Diagnose, troubleshoot and escalate tool bugs to engineering partners
- Consult with Community Operations teams to solve workflow problems and ensure internal tools and automation systems are fully leveraged
- Collaborate with peers in developing and prioritizing comprehensive, data-driven tools,improvement requests (includes communicating the status and priority of all requests to local teams, Community Operations System Developers, Engineering and global System Project Manager partners)
- Analyze trends in tool improvement requests and work with the Tools team to raise core problems to PAC Engineering and the Community Operations Infrastructure Team
11
Systems Project Manager, Community Operations Resume Examples & Samples
- BA/ BS degree or international equivalent
- Ability to work autonomously, set agenda and prioritize work with minimal input
- Proven ability to collaborate and communicate across a global team
- Bring a high level of focus and precision to tools and automation systems
- Ability to assertively, yet persuasively communicate with cross-functional partners
- Comfort and experience with data analysis or internal tools strongly preferred
- 2+ years of project management experience. Prior technical experience (PHP, FXL, SQL) a plus
- Passion for driving solutions for global operational teams
- Strong time management and multitasking abilities
12
Project Manager, Community Operations Resume Examples & Samples
- Organized. You have superior organizational and administrative skills and don't get overwhelmed easily
- Self-driven. You follow through on all tasks with integrity
- Naturally curious. You're innovative, extremely creative and constantly looking for ways to tweak and optimize process
- Knowledgeable. You have experience and knowledge of adult learning and people development areas (e.g., needs analysis and evaluation)
- Tech-savvy. You know how to navigate through systems and tools, and constantly find way to make tasks more efficient
- Project manager. Proven experience of managing multiple projects in a fast-paced environment, with the ability to work to tight timescales
- Fun. You're a charismatic people person who can talk to anyone and in front of a crowd; you're flexible, fearless, and excited to help build something awesome and share it with the world. You have a passion for development of people and the business
- Motivated. You understand the impact of a highly-satisfied, excited crew; you are slightly obsessive-compulsive about grinding away at issues
- A utility player. You're a quick learner and willing to help out wherever needed
- Analytically oriented. You can demonstrate impact and efficacy of initiatives on the business
- Bias for action. You drive results in a big way and can get things done in a highly matrixed and relationship based organization
13
Operations Manager, Community Operations Resume Examples & Samples
- BA/BS degree preferred
- Significant experience in a complex fast paced environment (preferably Operations)
- Strong people management experience
- Passion for ensuring a good user experience
- Prior experience with analytical tools (like Excel, SQL, or R) is a plus
14
Safety Manager, Community Operations Resume Examples & Samples
- Provide mentorship, guidance and career development to a team of safety specialists
- 5+ years of experience in an operations, project management, safety, policy, or related environment
- 1+ years of people management experience
15
Spam Lead / Manager, Community Operations Resume Examples & Samples
- Manage and respond to escalations, both internally and externally and ensure SLA’s are met
- Develop a deep understanding of Spam issues and how it affects our community and drive strategy and execution
- Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve and develop solutions
- Identify actionable insights, suggest recommendations and influence team strategy through effective communication
- 5+ Years leadership experience in a complex fast paced operational environment
- Self-starting, intellectually curious and creative individual comfortable operating in ambiguity
- Passion for Spam and a strong operation background
16
Safety Lead / Manager, Community Operations Resume Examples & Samples
- Lead and enable a high-performing team to deliver on goals by providing superb 1:1 support
- Strong people manager with high EQ
- Passion for Safety and a strong operation background
- Arabic and Languages such as Spanish, French, Turkish or Portuguese preferable
17
Safety Manager, Community Operations Resume Examples & Samples
- Ability to work with graphic or sensitive content on a regular basis
- Experience in an online operations environment
- Ability to think under pressure, both individually and in team environment
- Ability to think strategically using analytical problem-solving skills
18
Spam Operations Manager, Community Operations Resume Examples & Samples
- Provide feedback, guidance and career development to a team of spam specialists
- Understand top abuse concerns and other quality or customer insight data, and support your team in making recommendations to improve our product, policies, and procedures to keep the platform safe
- Deliver projects involving quantitative analysis, operational workflow improvements, and improving the user experience
- The role will require tight coordination with global cross-functional teams including Data Science, Product, Engineering and others to prioritize, problem solve, and develop solutions related to spam
- 5+ years of experience in an operations, spam, risk/fraud or related environment
- Project management and process-improvement background
- Ability to think strategically using analytical and problem-solving skills Ability to communicate to a variety of audiences
19
Training Manager, Community Operations Resume Examples & Samples
- Lead and manage a growing team of training specialists responsible for on-boarding, role training and learning & development
- 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
- Manage day-to-day operations of the regional training team
- Develop and scale our training functions as well as knowledge transfer across our global teams
- Work cross-functionally with internal Community Operations teams to assess knowledge gaps and growth opportunities
- Create and deliver robust training and development programs to the global CO team
- Role requires up to 40% of travel
- 3+ years of people management experience
- 3+ years experience in operations
- Experience with learning management systems and software
- Policy knowledge
20
Manager, Community Operations Launches Resume Examples & Samples
- Provide leadership to a team of Community Operations Launch Specialists, driving professional development, teamwork, and accountability
- Manage a large portfolio of new product launches that require support, drive operations assessment and prioritization across the portfolio, identify and communicate any dependencies, and highlight and help clear blocking issues
- Develop support strategy for new types of products and design novel support experiences that challenge conventional support for new products at scale
- Work with a global management team to deliver cohesive and coordinated support engagement strategies
- Oversee the broader product discovery process to proactively identify new products and engage and educate product managers about community operations and the need for support
- Be prepared to directly manage large projects and coordinate across all stakeholders (internal and external) as needed to ensure the right execution, communication and resources are in place to deliver on key milestones
- Communicate effectively with cross-functional and Community Operations leadership to provide timely updates on the product launch portfolio. Ensure the right level of tracking and transparency on milestones is maintained
- Set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals
- Supervise the active projects across the team to ensure they are tracking to committed goals/milestones
- Hire, train and develop talent
- Demonstrated experience managing a team and coaching/mentoring direct reports and others
- Experience leading global projects
- Must be a self-starter with ability to stay focused under pressure, prioritizing and managing multiple priorities and conflicting demands simultaneously in a fast-paced environment
- 4+ years in a project management, management consulting, or similar strategic role
- Communication and interpersonal skills and ability to influence multiple stakeholders at various levels and across functional boundaries
- Demonstrated effectiveness working with global or international operations across remote and matrixed teams
- Problem-solving, critical thinking and analytical skills
- 8+ years of leadership experience in Operations, with expertise in the Product Launches Domain
- 3+ years of people management experience in leading high caliber teams
21
Training Manager, Community Operations Resume Examples & Samples
- 3+ years of people management experience 4+ years of training experience/background
- 3+ years experience in operations Experience with learning management systems and software
- Passion for training and teaching at scale
22
Escalations Manager, Community Operations Resume Examples & Samples
- Help shape global team vision and establish team goals and work with direct reports and leaders across the organization on strategies for executing, measuring progress and sharing results
- Lead strategic tools, systems, and data projects to help the team analyze trends and delivering insights to define goals and improve processes
- Build strategic relationships with global and cross-functional teams to understand and anticipate risks to the company, develop global solutions across operations and policy
- Regularly communicate and interface with senior leadership and global executives in crisis management situations
- Strong people management & development experience (+5 years)
- Demonstrated ability to manage complex, ambiguous situations
