Product Specialist - Product Support & Insights
Menlo Park, CA, United States
The Product Support & Insights team focuses on scaled issue resolution for Meta's Ads, Business and Commerce products and advocates for the advertiser and Sales experience to improve quality of our products. We partner closely with our product, engineering and sales teams to give businesses and advertisers the best experience possible. We also rely on data and insights to work effectively with our Engineering and Product teams to build processes, techniques and tools and recommend improvements to reduce customer issues.
Product Specialist - Product Support & Insights Responsibilities
Leverage product expertise to investigate, triage and resolve issues within Meta's various ads and business products
Define processes to support front-line teams in complex investigations to improve business and seller experience on the platform
Monitor and analyze support escalations for feedback and bug-related trends
Separate business and seller confusion from bugs, advise the Product & Engineering teams, businesses and sellers on how to accomplish their desired outcome
Partner with Product, Engineering, Operations 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 business and seller sentiment better
Inform, influence, and execute new strategies and tactics using sound analysis and impact metrics to support your positions
Minimum Qualifications
BA/BS degree (quantitative disciplines such as math, statistics, computer science, information systems) with 5+ years of relevant work experience
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 with data analysis leveraging SQL
Experience working with cross functional teams such as Product and Engineering
Experience navigating complex cross-functional landscapes in an ambiguous and rapidly changing environment
Preferred Qualifications
Experience working with or in support of diverse communities
Experience working with advertisers, agencies and other advertising partners, e-com sellers, influencers / creators or knowledge of the advertising, commerce and creator products
Global experience supporting cross functional teams
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