Facebook Business Product Specialist - Commerce in Seattle, Washington
Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.
The Business Product Specialist (BPS) team focuses on scaled issue resolution for Facebook's Ads and Business products and advocates for the view of Facebook’s advertisers and businesses to improve the quality of our products. We partner closely with our front-line teams to give customers the best experience possible. And we rely on data and insights to work effectively with our Engineering and Product teams to build processes, techniques and tools and recommend improvements to our platform to reduce customer issues. The Commerce group within the BPS team is currently supporting the expansion of Commerce product offerings across Facebook and Instagram to help businesses of all sizes use our platform to connect with customers.
Leverage product expertise to investigate, triage and resolve issues with Facebook’s Commerce and Shopping products
Define processes to support front-line teams in complex investigations to improve seller and business experiences on the platform
Monitor and analyze escalation cases for feedback and bug-related trends
Separate seller confusion from bugs, advise the customer-facing teams on how to accomplish the sellers' desired outcome
Partner with Product, Engineering, Product Marketing and additional teams to improve product quality and resources that help scale support & operations workflows
Apply expertise in quantitative analysis, data mining, and data visualization to tell the story behind the numbers and understand advertiser sentiment better
Inform, influence, and execute new strategies and tactics using sound analysis and impact metrics to support your positions
BA/BS degree with 5+ years experience (quantitative disciplines such as math, statistics, computer science, information systems), or 3+ years experience with MBA/Master’s degree
Analytical experience solving problems using data and providing practical business insights
Experience resolving and communicating about issues with both technical and non-technical audiences
Experience navigating ambiguity
Experience executing on solutions collaboratively as well as independently
Experience with data analysis leveraging SQL
Experience working in the field of eCommerce and third-party platform integrations
Experience working with or in support of diverse communities
Equal Opportunity: Facebook is proud to be an Equal 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. Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at email@example.com.