Director, Vendor Operations

Director of 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.

Required Skills :

• Functional leader for Meta Small Business Sales' Vendor Operations team, reporting to the VP, Small Business Group
• Responsible for managing a central team in charge of vendor partner strategy, operational excellence, risk and compliance, vendor communications and change management
• Define SBG's global call center partnership strategy aligned to business priorities - including partner selection, global footprint strategy, vendor goaling / incentives and operating model
• Reimagine and own Meta's global business rhythm with vendors, driving partner-level accountability
• Oversee team responsible for developing contract standards, processes, audit strategy and compliance / remediation approaches
• Partner with product to ensure stable and productive use of agent and vendor tech stack
• Oversees global communications strategy across all altitudes of partner stakeholders
• Responsible for managing globally consistent change management process
• Partner with Sales to define contract standards and operationalize global strategies driving workforce health, productivity and training
• Close collaboration with Sourcing, Legal, Product, and Sales
• Responsible for defining and delivering against a functional roadmap, inform adjacent functions impacting delivery

Minimum Qualifications :

Public Compensation : $227,000 / year to $296,000 / year + bonus + equity + benefits

Industry : Internet

Equal Opportunity : Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment. Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process.