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Incubation Product Specialist
Ref No.: 22-09606
Location: Remote Location, California
Pay Rate : $ 81.53 /Hour
Approved Meta Remote Locations: Baltimore, MD, Boston, MA, Houston, TX, Los Angeles, CA, and San Diego, CA Bay Area


Pay Rate: $82/hr
Duration: 12-month contract with extension or FTE possible.

Product and Service Operations (PSO) mission is to build a service engine that solves today's customer problems and prevents tomorrows. Our unique position at the intersection of product and service allows us to partner with teams across Meta to drive our business forward by representing the perspective of the community and combining quantitative with qualitative signals to drive product launches and improvements.

The PSO New Products team is seeking a product specialist to help support the New Products Incubation team and support end users in testing Meta's newest Commerce products. The ideal candidate has a strong background in operations or customer support. Consulting and/or significant startup experience is a plus. They should be passionate about ecommerce, analytically minded and a great communicator.

This contractor will assist with architecting customized support models for emerging Commerce products, including mapping out escalation paths. They will prepare in depth product documentation, create support processes, and help track progress towards goals.

Work closely with the New Product Incubation Manager to create customized support models for nascent Commerce products
Become an expert on some of our newest products and understand what our partners need to adopt them. Handhold new users as they test out the product and ensure they are well supported.
Represent the voice of the customer and aggregate insights / feedback from end users to share with our product and engineering teams.
Prepare in-depth product documentation for both technical and non-technical support. Help identify processes needed to support a product at scale.
Help prepare for Leadership updates by creating presentation materials
Track product readiness and operational readiness on an ongoing basis.
Work extensively with cross-functional partners - e.g. Product Marketing, Engineering, Product to Marketing Science, and Data Science teams — to scope and align on support models
Communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate audiences and stakeholders

Skills :
5-7+ years’ work experience in consulting, startup, operations, customer support or product strategy environment (2+ years’ experience with Master’s degree)
Comfortable dealing with ambiguity and unstructured problems
Excellent communication skills
Open, collaborative and proven team player, with an ability to initiate and drive projects to completion with minimal guidance or support
Project management experience and experience running strategic projects with cross-functional teams
Knowledge of e-commerce operations or advertising

Minimum Requirements:
Bachelor's degree
5-7 years’ work experience
Experience in program management, operations and/or customer support
Experience leading cross functional initiatives

Occasional overtime on weekdays and weekends throughout the holiday season (Nov / Dec). Outside of holidays, we typically work 40h per