Manager, App Review, Facebook Reality Labs

The Metaverse Developer Ecosystem team works closely with developers – building a robust catalog of quality content for users ensuring a safe, secure and high-quality experience. We are seeking individuals who are motivated to work at the forefront of digital content distribution to help scale our app review operations. With the success of the Oculus Quest platform, the team is growing and has opened up a new role to establish scale for the content review program via global vendor and supplier relationships while supporting a team of internal app reviewers. This role will define standard operating procedures used to build stronger partnerships with vendors around the world. You’ll manage an internal triage team to ensure QA of vendor reviews, escalations and new pipeline support is covered. You’ll collaborate and work with colleagues across the organization to ensure that our policies and standards are being met consistently to deliver the best VR content. In this position, the Manager, App Review will interface with internal teams such as Content, Policy, Legal, Communications, Marketing, and Engineering, as well as with external vendors. A successful candidate for this role will have experience defining large-scale processes, launching new pipelines of content and scaling teams via external vendor support while managing internal operations teams.

Manager, App Review, Facebook Reality Labs Responsibilities

• Lead team of internal reviewers and vendor managers

• Support the development of a robust measurement plan to ensure that the app review strategy is calibrated across FRL and demonstrates business impact

• Establish team goals and work with direct reports on strategies for executing, measuring progress, and sharing results, solutions

• Gather information from domain experts for new products and features, maintain test plan and coordinate training for the App Review team

• Report on trends and advocate for platform level solutions to common rejection reasons

• Be accountable for vendor performance and drive vendor engagement excellence ensuring that our partners and operations have the support required

• Manage and drive OpEx optimization leveraging site strategy & other efficiency initiatives

• Provide key input on requirements and design for vendor enabled workflows

• Collaborate internally to develop and transition new workflows to external partners

• Work closely with Global Outsourcing to conduct new vendor research and coordinate final vendor selection among stakeholders

• Manage our service agreements to ensure compliance on our quality, performance, and coverage targets through tools and processes you will help create

• Operate with a continuous improvement mindset, identify operational and workflow gaps both within and beyond your immediate scope and execute on solutions

• Supervise testing process for third party submissions to the Oculus Store to ensure apps meet technical and content policy requirements, and are correctly configured in proprietary content management system

• Partner with cross-functional teams such as Product and Engineering to lead or contribute to large scale strategic projects as well as solve ongoing operational problems at scale as it relates to our outsourcing needs

• Up to 30% travel

Minimum Qualifications

• 3+ years of leadership experience in managing international outsourcing operations at scale in domains such as customer service, compliance, risk management, process management, or operational excellence

• Proven track record of transforming operations to provide best-in-class customer experience through step-function innovation and continuous improvement

• Communication skills, experience to clearly document complex issues and build consensus on a course of action

• Developer advocate, proven experience helping app developers overcome challenges to help them succeed

• Meticulous attention to detail

• Experience defining and reporting on relevant metrics

• Experience critical thinking and prioritization skills

• BA or BS Degree or higher

Preferred Qualifications

• 5+ years of experience in operations, preferably at an internet, gaming or technology company

• Experience managing multi-functions and disciplines under one team with clear vision, mission and expectation setting

• Experience inspecting data, digest trends, and surface insights from internal dashboards monitoring KPIs across internal and external teams

• Quick-thinker and fast learner especially proven in dynamic environments

• Experience working well in a highly collaborative environment, influence cross-functionally, and build strong relationships across the organization

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