Premier Partner Experience Contract Worker (NORAM East)
The Premier Partner Experience team is seeking a customer-focused and analytically-minded individual to join as an Operational Support Contract Worker (CW). Operational Support CWs play a key role in identifying, investigating, and resolving operational issues impacting our partner programs and related products, helping ensure seamless interactions between Meta’s platforms and our premier partners. In this role, You'll support Meta's premier partners, delivering high-touch global support and operational issue resolution, working across complex and nuanced scenarios while coordinating with internal teams to drive timely outcomes. Ideal candidates demonstrate strong problem-solving abilities, comfort navigating ambiguity, and the ability to manage complex operational issues in a fast-paced environment. Self-motivation, strong organizational skills, and genuine curiosity are essential for success in this role.
Responsibilities:
Primary (80%):
- Provide high-touch support across two assigned channels, resolving and case-managing partner issues to resolution
- Troubleshoot complex issues using root cause analysis and systematic approaches
- Coordinate with XFN teams during high-priority incidents and follow structured escalation pathways when required
- Support investigation and resolution of complex operational issues across multiple internal tools and systems
- Respond to partner inquiries about product features, bugs, and operational issues
- Identify trends and communicate actionable feedback
Secondary (20%):
- Improve support workflows around issue resolution
- Develop product and issue specialization to improve the quality of support
- Document investigation findings and contribute to the development of operational playbooks and knowledge resources.
- Train new employees on current workflows, standard processes, and internal tools
Core Competencies:
- Analytical & Problem-Solving: Root cause analysis; structured troubleshooting; attention to detail; compliance awareness
- Communication: Clear, professional written communication; effective use of templates; seeks input from peers
- Technical Project/Product Support: Experience conducting investigations across multiple systems, collaborating with cross-functional teams, and driving complex issues through structured escalation and resolution workflows.
- Navigating Ambiguity: Brings structure to undefined problems; progresses without complete information. There is a low volume of tickets, but they are tricky
- Learning Agility: Proactive, adaptable; feedback-oriented; continuously builds knowledge
- Collaboration: Shares context and best practices; enables team success
- Operational Judgment & Escalation Management: Ability to assess issue severity, determine appropriate escalation pathways, and coordinate with internal teams during sensitive or high-priority situations
- Excellent written English with correct grammar and spelling, ability to communicate professionally using a friendly, partner-centric tone
- Excel/data tools proficiency
Must-Have Qualifications:
- 3+ years in operations, customer support, technical support, or account/partner management
- Proven track record resolving complex issues with timely solutions
- Experience in global, cross-cultural collaboration environments
Preferred Qualifications:
- Data analysis: Gathering, cleaning, analyzing, and translating data into actionable insights
- Project management experience
- Experience working within Trust & Safety or risk-sensitive operational environments
- Familiarity with structured escalation workflows in global support organizations.
- AI proficiency: Knowledge and skills to leverage AI tools for continuous efficiency improvement
Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.
At Meta, we are constantly iterating, solving problems, and working together to connect people all over the world. That’s why it’s important that our workforce reflects the diversity of the people we serve. Hiring people with different backgrounds and points of view helps us make better decisions, build better products, and create better experiences for everyone.
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