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- Tasks: Lead AI initiatives to transform advertiser support and enhance customer experience.
- Company: Join a forward-thinking tech company focused on innovation and collaboration.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Why this job: Be at the forefront of AI transformation and make a real impact on advertiser support.
- Qualifications: 8+ years in program management or related fields, with strong analytical and leadership skills.
- Other info: Dynamic role with a focus on ethical AI use and customer-centric innovation.
The predicted salary is between 36000 - 60000 £ per year.
As a Program Manager in our Advertiser Experience and Support Operations team, you will be at the forefront of our transformation to AI-Led Support. You will navigate a highly cross-functional environment, working closely with partners across disciplines to deliver scalable, meaningful change for our advertisers and internal teams. You will leverage systems thinking to analyze complex challenges, bring clarity to ambiguity, and drive alignment across stakeholders. Your capacity to distill complexity into actionable strategies and foster collaboration will be critical to our success as we reimagine the future of advertiser support.
If you thrive in deadline-focused, ambiguous settings, enjoy solving complex problems, and can demonstrate proven commitment to driving transformational change, we encourage you to apply and help shape the next chapter of our support operations.
Responsibilities- Lead AI Program Initiatives for Customer Impact: Design, implement, and scale programs that leverage AI to transform advertiser support, with a focus on delivering measurable improvements in customer experience and satisfaction.
- Integrate Customer First AI Solutions: Collaborate with Product, Engineering, Data Science, and Operations to identify and implement AI opportunities that directly address advertiser needs and pain points.
- Champion Data, Customer-Centric Decision Making: Use AI and advanced analytics to understand customer journeys, inform program strategies, and continuously optimize support operations for both efficiency and customer value.
- Simplify and Operationalize AI for End-User Benefit: Implement AI first processes and tools that empower both internal teams and advertisers, ensuring solutions are accessible and impactful.
- Drive Change Management for AI Adoption with Customer Outcomes in Mind: Lead change management efforts to ensure successful rollout and adoption of AI-powered tools, prioritizing stakeholder education, training, and feedback that centers on customer outcomes.
- Monitor, Measure, and Improve Customer-Facing AI Performance: Establish and track metrics that reflect both operational efficiency and customer satisfaction, using feedback loops to iterate and enhance AI initiatives.
- Ensure Responsible, Ethical, and Customer-Aligned AI Use: Partner with cross-functional teams to uphold ethical standards and compliance, ensuring AI solutions are transparent, and aligned with the best interests of our advertisers.
- Foster Customer-Centric Innovation: Encourage experimentation and continuous learning, staying ahead of AI trends and best practices that can further elevate the advertiser experience.
- 8+ years of relevant experience in consulting, strategy, operations, or program management roles.
- Proven communication and leadership skills, having demonstrated influence and driving alignment across broad ranging stakeholders.
- Analytical thinking and problem-solving, with a track record of delivering solutions informed by quantitative and qualitative analysis.
- Demonstrated experience of quickly building expertise in operational guardianship, including legal, privacy, data protection, and security requirements relevant to supported products.
- 2+ years of experience in customer support, trust & safety, payments, or related domains.
- 3+ years of experience working within technology companies or on global, cross-functional teams.
- Experience designing, implementing, and optimizing business processes at scale.
- Bachelor's degree or higher in Business, Technology, Strategy, or a related field.
Program Manager, Advertiser Experience in City of Westminster employer: Meta
Contact Detail:
Meta Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Program Manager, Advertiser Experience in City of Westminster
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at events. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to AI and customer experience. We want you to shine, so role-play with a mate or in front of the mirror!
✨Tip Number 3
Showcase your problem-solving skills! Be ready to discuss how you've tackled complex challenges in the past. We love hearing about real-life examples that demonstrate your analytical thinking.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for passionate candidates who want to make a difference.
We think you need these skills to ace Program Manager, Advertiser Experience in City of Westminster
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Program Manager role. Highlight your experience in AI, customer support, and cross-functional collaboration. We want to see how your skills align with our mission to transform advertiser support!
Showcase Your Problem-Solving Skills: In your application, share specific examples of how you've tackled complex challenges in previous roles. We love candidates who can distill complexity into actionable strategies, so don’t hold back on those success stories!
Emphasise Collaboration: Since this role involves working closely with various teams, highlight your experience in fostering collaboration across disciplines. Let us know how you've driven alignment among stakeholders in past projects – we’re all about teamwork here at StudySmarter!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Meta
✨Understand the AI Landscape
Familiarise yourself with the latest trends in AI, especially how they relate to customer support. Be ready to discuss specific examples of AI initiatives you've led or been part of, and how they improved customer experiences.
✨Showcase Your Cross-Functional Collaboration Skills
Prepare to share instances where you've successfully worked with diverse teams, such as Product, Engineering, and Data Science. Highlight your ability to drive alignment and foster collaboration, as this role heavily relies on teamwork.
✨Demonstrate Analytical Thinking
Be ready to discuss how you've used data to inform decisions and optimise processes. Bring examples of how you've tackled complex problems using both quantitative and qualitative analysis, as this will resonate well with the interviewers.
✨Emphasise Change Management Experience
Talk about your experience leading change management efforts, particularly in adopting new technologies or processes. Share how you prioritised stakeholder education and feedback to ensure successful implementation, focusing on customer outcomes.
