Solutions Lead, Customer Care

 

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As a Solutions Lead, you will be part of a team delivering end-to-end solutions in the areas of Customer Service, Digital Support and Customer Experience. You bring in deep functional and operational expertise in the above mentioned domains, as someone who can understand, analyze and define business requirements to build end-to-end customer management, contact center operations and customer interaction processes and systems. Must have business acumen and expertise to recommend designs and process flows with a definitive objective to enable business efficiencies. Should be able to cultivate a deep understanding of day-to-day business operations, identifying pain points and areas for improvement.

Solutions Lead, Customer Care Responsibilities:

• Define and implement comprehensive global customer support and experience process and system strategies that provide flexibility and scalability for future needs
• Contribute to global customer support and experience capability roadmaps by providing holistic capability development analyzes and solution development roadmaps to implement goals defined by the strategies
• Define functional requirements and develop detailed solution designs to meet operational outcomes that conform to customer and business requirements
• Define solutions that allow for efficient gathering of customer signals as a basis for streamlined customer service execution
• Support business partners in drafting business cases for new initiatives
• Set goals for the accuracy and completeness of customer support and experience analytics and reporting
• Analyze key metrics, identify/communicate performance gaps and approve remedial action plans. Apply current knowledge of functional, technical and best practices to manage the design, development, and deployment of integrated process, data, reporting, and technology solutions within the primary domains
• Document and maintain detailed architectural, business workflow and system process maps
• Identify opportunities for process and system optimization near and mid-term and contribute to long range strategic planning

Minimum Qualifications:

• Bachelor's degree in a directly related field, or equivalent practical experience.
• 10+ years related industry experience and systems implementation experience
• 5+ years of project, capability development and/or management experience
• Experience analyzing and translating business requirements to be used by engineering teams to build solutions and vice versa
• Experience Leading Change Management as part of larger programs/initiatives.
• Working business understanding of Issue to Resolution processes
• Experience in configuring, administering, deploying, upgrading, and supporting systems and integrating new technical and process solutions into existing systems.

Preferred Qualifications:

• Experience configuring and deploying out of the box solutions for Customer and Case Management
• Success gaining cross-functional consensus on large strategic and portfolio management initiatives
• Experience interacting with distributed teams across various geographies and time zones
• Experience providing recommendations to solve real world problems and drive them through closure

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, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. We may use your information to maintain the safety and security of Meta, its employees, and others as required or permitted by law. You may view Meta's Pay Transparency Policy, Equal Employment Opportunity is the Law notice, and Notice to Applicants for Employment and Employees by clicking on their corresponding links. Additionally, Meta participates in the E-Verify program in certain locations, as required by law

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