People Operations Specialist job - Facebook - Menlo Park, CA

Facebook was built to help people connect and share, and over the last decade our tools have played a critical part in changing how people around the world communicate with one another. With over a billion people using the service and more than fifty offices around the globe, a career at Facebook offers countless ways to make an impact in a fast growing organization. We seek an energetic, innovative self-starter to drive the People Services Operations internal employee experience. The person in this role will be responsible in three key platforms; One: Supporting and measuring our T1 strategy to deliver a personalized front-line experience to our employees including general questions, benefits, LOA/401K, global mobility, payroll, and equity questions. This includes support to EMEA, APAC, and LaTAM regions. Two: Supporting/measuring/growing our Life@Center service model including our future Concierges Service. Three: Monitoring all backend access to our Desk.com systems including content management, labels, rule/filter building, and outage management. This position will be best suited for someone passionate about serving people while begin able to execute on multiple and ever changing priorities. Responsibilities Deliver and execute on T1 experience programs (n00bs Benefits workshops, C.A.R.E. Sessions, Mothers Workshops, Return to Work sessions) Partner with other employee service groups (Benefits, Equity, Payroll, GloMo, EMEA, APAC, LaTAM, IT, Legal) across Facebook to deliver a consistent and high quality experience to employees ensuring frictionless handoffs for employees to primary service group Partner with Vendors (Accenture, Milestone) to deliver a delightful & seamless experience and take on more tactical responsibility Follow up and drive global team in delivering SLAs, escalation standards, and guidelines by using existing Peeps dashboards Manage ticketing system inquiries for general/global questions. Distributing inquiries to other team members as well as fielding inquiries Build close partnership with the SEV team for future outage management Oversee backend Desk.com Systems including content management, labels, rule/filter building, and outage management Requirements 3+ years of experience in a customer service or call center environment Ability to thrive in fast paced environment and deal with a high level of ambiguity and roll up sleeves when needed Strong understanding of CRM or Case Management systems (Desk.com preferred) Strong understanding of NPS and CSAT Excellent interpersonal relationship and partnership skills Must have strong attention to detail, excellent organizational skills, ability to multi-task, and ability to work in an interrupt driven environment Person should also be able to interface with leadership and influence in difficult situations Experience in partnering with Vendor Teams Excellent analytical and problem solving skills Capable of exercising independent judgment and discretion while utilizing company policies and practices to determine appropriate action Strong computer skill including proficiency with MS Office applications As part of our dedication to the diversity of our workforce, Facebook is committed to Equal Employment Opportunity without regard for race, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity or religion. Facebook – 4 days ago – save job

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Facebook is a social utility that connects people with friends, business contacts and others who work, study and live around them.

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