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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 in advertising.
- Qualifications: 8+ years in program management 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.
Required Skills- 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.
Industry: Internet
Program Manager, Advertiser Experience employer: Meta
Contact Detail:
Meta Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Program Manager, Advertiser Experience
✨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 friend or use mock interview tools!
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've tackled complex challenges in the past. We love hearing about your journey!
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s a great chance to reiterate your fit for the position.
We think you need these skills to ace Program Manager, Advertiser Experience
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in program management and AI initiatives. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled complex challenges in previous roles. We love candidates who can distill complexity into actionable strategies, so share those success stories that demonstrate your analytical thinking.
Highlight Collaboration Experience: Since this role involves working closely with various teams, make sure to mention any cross-functional projects you've been part of. We value collaboration, so let us know how you’ve driven alignment across stakeholders in your past experiences.
Apply Through Our Website: We encourage you to submit your application through our website for a smoother process. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Meta
✨Know Your AI Stuff
Make sure you brush up on the latest trends in AI, especially how they relate to customer support. Be ready to discuss specific examples of how you've used AI to drive change or improve processes in your previous roles.
✨Showcase Your Cross-Functional Skills
Since this role involves working with various teams, prepare to share experiences where you've successfully collaborated across different departments. Highlight how you navigated challenges and aligned stakeholders towards a common goal.
✨Be Data-Driven
Demonstrate your analytical skills by discussing how you've used data to inform decisions in past projects. Bring examples of metrics you've tracked and how they influenced your strategies, especially in relation to customer satisfaction.
✨Embrace Ambiguity
This role thrives in deadline-focused and ambiguous settings, so be prepared to talk about times when you've tackled complex problems without clear solutions. Share your thought process and how you brought clarity to those situations.
