Job Information
Meta Customer Experience Solution Analyst in Austin, Texas
Summary:
We are seeking a highly technical and analytical Customer Experience Solution Analyst to join our Supply Chain Operations team within Enterprise Operations. As a key member of our team, you will be accountable for analyzing complex business problems in the internal customer support space and developing efficient solutions using various tools and systems. In this role, you will leverage your deep understanding of the business's processes and operations to gather and ideate system requirements, streamlining processes for automation and efficiency. Your expertise will enable the development of scalable and sustainable solutions that meet the evolving needs of Meta's internal customers.As a Customer experience experience solution analyst, you will work closely with cross-functional teams (XFN) including operations, process engineering, procurement, compliance, and sourcing within the supply chain organization to identify areas for improvement and implement changes that enhance the overall customer experience. You will also lead a team of Managed Service Providers (MSPs) in providing day-to-day customer support inquiries and develop strategies to drive customer satisfaction scores.In this role, you will be at the forefront of shaping the future of customer support in the High Tech industry, leveraging trends such as:-Artificial Intelligence (AI) and Machine Learning (ML) to enhance customer experience and improve issue resolution.-Cloud-based technologies to enable seamless collaboration and communication with internal customers.-Data analytics and insights to inform customer support strategies and drive business outcomes.-Omnichannel engagement to provide personalized and consistent experiences across multiple touch points.
Required Skills:
Customer Experience Solution Analyst Responsibilities:
Lead a team of MSPs in providing exceptional customer support to internal customers, ensuring timely and effective issue resolution.
Collaborate with internal stakeholders and teams to understand business needs, conducting deep analysis to translate those needs into recommendations and system requirements.
Liaise with cross-functional teams and collaborate with best practices to ensure end-to-end process and tool consistency, driving innovation and improvement in customer satisfaction.
Analyze business requirements and develop technical solutions to meet customer support needs, designing and implementing data models, reports, and dashboards to support customer support metrics and KPIs.
Use data to define KPI and success criteria for projects/initiatives, measure the current state, and track key indicators to drive improvement, ensuring data-driven decision making and continuous improvement.
Develop and maintain technical documentation for customer support processes and systems, troubleshooting technical issues and providing timely resolutions to ensure minimal impact on customer support operations.
Minimum Qualifications:
Minimum Qualifications:
Currently has, or is in the process of obtaining a Bachelor's degree in a directly related field, or equivalent practical experience. Degree must be completed prior to joining Meta.
At least 4 years of experience in a similar industry/role.
Experience with cloud-based technologies such as Salesforce, ServiceNow, or Zendesk.
Experience in business systems analysis or a related role.
Understanding of how to deal with internal customers within a High Tech company.
Communication, leadership, and problem-solving skills.
Experience working collaboratively with XFN teams and stakeholders.
Understanding of business systems and technical problem-solving.
Preferred Qualifications:
Preferred Qualifications:
Certification in business systems analysis or a related field (e.g., CBAP, CCBA, etc.).
Experience working in a supply chain operations environment.
Experience in data analysis tools such as SQL and Tableau.
Knowledge of industry-specific software and systems (e.g., ERP, CRM, etc.).
Public Compensation:
$95,000/year to $143,000/year + bonus + equity + benefits
Industry: Internet
Equal Opportunity:
Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.
Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.