Support Operations Manager

The Mixed Reality Developer Enablement Operations (DEO) team works closely with Legal, Product, Engineering, Developer Relations and Policy teams to ensure efficient and impactful support operations. We are looking for an experienced and detail-oriented Operations Manager to lead our support operations, and those interested and passionate about enablement, process and operations, best-in-class experiences, the metaverse, and the developers creating content for it. The Support Operations Manager interfaces with a broad range of internal teams and works closely with the vendor operations team to ensure our support programs and operations are robust, efficient and scalable ensuring growth and success of our developers on the Meta Horizon Store. This role will be responsible for supporting and driving efficiency with our support operations aimed at assisting developers in resolving their needs across a variety of issue types, including but not limited to compliance, administrative, and app review processes across the whole developer journey. Additionally, this role will involve serving as the primary point of contact for escalations, swiftly addressing and working with stakeholders to resolve issues impacting developers or their experience. In this role, the Support Operations Manager is knowledgeable about our policies and processes. They leverage a demonstrated understanding of the developer ecosystems, vendor operations, support systems, queue based tooling, quality, efficiency, and an elevated developer experience. The ideal candidate is curious, empathetic, principled, detail-oriented, and attuned to changing developer needs.

Support Operations Manager Responsibilities:

• Lead support operations for developers overseeing the end to end process, including collaborating with cross-functional teams such Policy, Privacy, Legal, Developer Relations Engineering, Technical Program Managers and Communications teams to identify gaps in process, tooling, and developer experience and lead the way in identifying solutions and implementing them.
• Develop documentation and resources to provide guidance to internal teams and developers to resolve issues and support requests.
• Oversee a team of vendors responsible for providing support to developers. Work with the vendor operations team to set clear expectations, provide guidance, and ensure the team is equipped to deliver high-quality support services.
• Monitor platform activity and developer behavior to identify potential risks and emerging issues.
• Analyze data and trends to proactively address challenges and prevent future incidents. Generate reports and insights to inform decision-making and drive continuous improvement.
• Serve as the escalation point of contact for major issues impacting developers or their experience. Establish and maintain effective response protocols to ensure timely and efficient resolution of issues. Coordinate with relevant stakeholders to investigate incidents, assess impact, and implement corrective actions.
• Applies independent judgment when solving problems and offers potential solutions
  
  

Minimum Qualifications:

• 3+ years in support operations experience
• Experience interacting with developers, stakeholders, and internal leadership
• Experience documenting complex issues and building consensus on a course of action
• Developer advocate mindset, experience helping app developers or customers overcome challenges to help them succeed
• Experience analyzing and interpreting data, identify trends, and making data-driven decisions
• Experience with customer or developer support
  
  

Preferred Qualifications:

• Familiarity with implementing and/or managing support operations
• Familiarity with the VR/MR/AR or gaming industry
• Experience working with remote/hybrid teams
• Experience contributing at both strategic and operational levels
  
  

About Meta:

Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.

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. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.

$101,000/year to $152,000/year + bonus + equity + benefits

Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.