**Summary:** Advertiser Experience & Support Operations’ (AES) mission is to optimize the Advertiser end-to-end support experiences through monitoring program performance, driving continuous improvement and implementing support plans. We are responsible for the overall health and performance of our advertisers service delivery to ensure that our customers have a seamless experience on our platform. This team is passionate about fostering the growth of communities, businesses, and advertisers on Meta by ensuring we address their pain points. We embrace innovation, ownership and accountability and are uniquely positioned at the intersection of product and service. This allows us to partner with teams across Meta to drive our business forward by representing the voice of the community to improve their experience, enhancing customer support operations, combining quantitative with qualitative signals to influence product roadmaps, focusing on data management and scaling measurement outcomes. **Required Skills:** Advertiser Experience Program Manager Responsibilities: 1. Develop a vast understanding of issues our advertisers are facing when interacting with support 2. End to end program management of complex projects that can span time zones and across functional teams 3. Proactively identify program risks, develop and execute mitigation plans, and communicate rationale 4. Liaise closely with Meta vendor teams to ensure all operational KPIs meet and exceed targets and work collaboratively to improve processes and tools and scale solutions 5. Identify actionable insights, suggest recommendations and influence team strategy through effective communication 6. Investigate, troubleshoot, and resolve sensitive escalations to unblock advertisers from advertising on the platform 7. Build collaborative cross-functional relationships with Product, Engineering, Data Science, Data Engineering, Operations Partnerships, Legal, and Privacy, among other teams **Minimum Qualifications:** Minimum Qualifications: 8. 6+ years of experience in an online operations, customer support, analyst, project management, consulting, online escalations environment or relevant experience 9. Proven communication and influencing skills across different stakeholders, including lead stakeholders 10. Analytical skills and data orientation with experience in solving ambiguous problems using data and providing practical business insights 11. Experience in project management and managing strategic projects with cross-functional teams 12. Track record of driving process improvements & cost optimisations **Preferred Qualifications:** Preferred Qualifications: 13. Experience working in customer support environment 14. Familiarity with KPI management, quality assurance and process optimization 15. SQL 16. Data Analysis **Industry:** Internet