Service Delivery Operations Associate

Role Overview

Meta invites applications for the position of Service Delivery Operations Associate. The successful candidate will support the operational infrastructure that guarantees a consistent and high-caliber support experience for users and clients throughout Meta's worldwide product ecosystem. This role lies within the Support and Service Operations function and involves managing service delivery workflows, monitoring operational effectiveness, and leading initiatives for process improvement that enhance support quality and efficiency. Collaboration with cross-functional teams spanning product, engineering, and vendor operations is crucial to uphold service commitments and resolve operational gaps.

Key Responsibilities

• Oversee and track daily service delivery operations to ensure adherence to established service level agreements (SLAs) and quality standards.
• Perform analyses of operational data and support metrics to detect patterns, pinpoint inefficiencies, and propose enhancements.
• Partner with vendor collaborators and internal operation teams to maintain uniform service quality across various support platforms.
• Create and update operational documentation including process manuals, escalation procedures, and workflow guidebooks.
• Monitor and provide reports on essential KPIs such as support ticket volume, resolution metrics, and service quality.
• Work closely with product and engineering units to communicate operational needs and identify systemic challenges affecting support delivery.
• Facilitate onboarding and training of new team members by imparting process knowledge and sharing best practices.
• Engage in root cause investigations of service disruptions or quality lapses and drive remedial actions.
• Assist in developing and implementing new service delivery workflows in response to product launches or operational shifts.

Minimum Qualifications

• At least two years’ experience in service delivery, support operations, or a parallel client/user operations role.
• Proven ability to analyze support or operational metrics to diagnose performance issues and recommend process optimizations.
• Experience managing cross-functional workflows involving vendors, internal operations, or product teams.
• Skilled in producing and maintaining operational documentation such as procedural guides and escalation playbooks.

Preferred Qualifications

• Ongoing development of AI-related skills including prompt and context engineering, agent orchestration, and keeping abreast of new AI advancements.
• Experience with large-scale support operations, familiarity with ticketing systems, workforce management, and quality assurance frameworks.
• Capability to manage numerous simultaneous operational projects by prioritizing tasks based on impact and deadlines.
• Knowledge and adherence to ethical AI practices like risk assessment, bias mitigation, and quality control.
• Proficiency in data visualization or reporting technologies to effectively communicate operational performance to stakeholders.
• Capacity to apply AI tools for workflow optimization and operational efficiency improvements.

About Meta

Meta develops technologies aimed at connecting people, fostering communities, and enabling business growth. Since the inception of Facebook in 2004, and with apps such as Messenger, Instagram, and WhatsApp, Meta has empowered billions of users worldwide. The company is pioneering advancements beyond traditional screen-based experiences toward augmented and virtual reality, paving the way for the future of social technology. Employees at Meta contribute to shaping this transformative journey beyond current digital connectivity constraints.

Compensation and Benefits

Compensation is individually determined based on skills, qualifications, experience, and geographical location. The stated base pay does not encompass bonuses, equity, or sales incentives. Additional benefits are provided by Meta to support employee wellbeing.