Director, Vendor Operations

Meta’s Small & Medium Business Group (SMBG) is looking for a Director of Vendor Operations to lead its global call center partnerships at a strategic and operational level, while overseeing real time, best in class execution across multiple delivery-related sub-functions. SMBG contributes directly to Meta’s mission by connecting small businesses around the world with their customers on Facebook, Instagram, WhatsApp and Messenger, and helping them grow by adopting advertising solutions. We are seeking a seasoned vendor operations leader with deep experience in global call centers that focus on sales/revenue and customer success-related outcomes. This individual should have a proven track record setting strategic vision for an operations organization, factoring in highly complex dependencies and future-focused abstract variables. A successful candidate must be able to effectively communicate vision and fast moving priorities up, down and across while operating as strategic and functional leader in a global-regional matrixed model. The ability to manage through influence internally and externally at the most senior, executive levels is required.

12+ years of experience in scaled operations and vendor management for large, outsourced organizations Operations expertise. Experience spearheading and evolving operational strategy and execution in a hyper dynamic environment. Experience beyond customer support call center operations - specifically sales and customer success oriented operations Influential strategist and leader. Ability to set, communicate, and lead through a vision with senior stakeholders, including external partners Proven business analytics skills. Experience evaluating data to understand trends, developing frameworks and analyses to guide strategy and implementation Change agent. Experience leading initiatives involving large-scaled organizational transformations. Grasp of the organizational dynamics that influence adoption of process changes Effective manager and influencer. Experience leading and inspiring dispersed teams towards a common goal with a high bar for execution Expert communicator. Ability to distill complex ideas simply through a variety of mediums and to zoom in/out based on audience

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