Product Specialist

Meta is seeking a Product Specialist to join the Product Support & Insights team within Global Support Operations (GSO). GSO is made up of multiple teams that focus on alpha/beta product testing, operational and technical support for business products, data management, and scaling the process of measuring outcomes from Meta's business products. The GSO team helps businesses through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable processes that support millions of advertisers across dozens of complex products. Our unique view on both product and service allows us to partner with teams across Meta to drive our business forward by representing the view of the customer and combining quantitative with qualitative signals to drive product improvements and scale operations. 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 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 advertiser experience on the platform



• Monitor and analyze reports 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 business cases
  
  BA/BS degree with 4+ years of relevant work experience



• Experience in troubleshooting & resolving issues of clients on ad tech products and platforms



• Ability to clearly communicate issues & solutions with both technical and non-technical audiences



• Analytical experience solving problems using data and providing practical business insights to technical and non-technical audiences



• Experience working with cross functional teams such as Product and Engineering (preferably global experience)



• Experience with data analysis leveraging SQL



• Experience navigating complex cross-functional landscapes in an ambiguous and rapidly changing environment


Preferred Qualifications

• Experience working with advertisers, agencies and other advertising partners, e-com sellers, influencers / creators or knowledge of the advertising, commerce and creator products