Benefit Operations Program Manager, International (12 months contract)
Description
Meta is seeking an experienced Benefit Operations Program Manager to join our People Service Delivery team. This individual contributor role is critical in driving operational excellence and delivering world-class employee services across EMEA, with a primary focus on service delivery and with proven experience in benefits program management.
Responsibilities
Lead and optimize end-to-end service delivery processes for employee benefits, ensuring a seamless experience for Meta employees at Meta Develop, implement, and continuously improve operational workflows, policies, and procedures to enhance service quality, efficiency, and compliance Collaborate with cross-functional teams across People Service Delivery, Payroll, Legal, Tech to resolve complex service issues and drive process improvements Monitor service metrics, analyze trends, and report on performance to leadership, recommending actionable solutions Manage escalations and ensure timely resolution of employee queries related to benefits and service delivery Champion customer-centricity, operational rigor, and continuous improvement within the team Serve as a subject matter expert on benefits programs, including health, retirement, wellness, family and other employee offerings Enable and drive the design, rollout, and communication of new and existing benefits programs in partnership with global and regional cross functional teams Ensure compliance with local regulations and Meta policies in all benefits-related activities Advise employees and managers on benefits options, eligibility, and processes, providing clear and accurate guidance Stay abreast of market trends and regulatory changes in the benefits landscape, sharing insights and recommendations
Qualifications
Minimum 8 years of operational experience in People Operations, Service Delivery, or related fields, ideally within a multinational environment Demonstrated success in leading service delivery programs or initiatives as an individual contributor, with a track record of driving operational improvements Experience with benefits administration in EMEA is highly advantageous Proven analytical, problem-solving, and project management skills Proven communication and stakeholder management experience Demonstrated experience in thriving in a deadline focused, dynamic environment whilst managing multiple priorities Service Delivery Excellence: Proven experience designing, optimizing, and managing end-to-end service delivery processes, ensuring high-quality, efficient, and compliant operations for employee benefits programs Benefits Program Expertise: Demonstrated understanding of EMEA benefits programs (health, retirement, wellness, etc.), including regulatory requirements, market trends, and best practices Cross-Functional Collaboration & Relationship Building: Skilled at partnering with People Service Delivery, Payroll, Legal, IT, and other teams to resolve complex issues, drive process improvements, and deliver seamless employee experiences Strategic Problem Solving: Proven analytical and problem-solving skills to identify root causes, analyze data, and implement effective solutions to operational and benefits-related challenges Stakeholder Management & Communication: Proven communication skills, demonstrated by conveying complex concepts to broad audiences, influence without authority, and build consensus across teams Change Management: Experience leading change initiatives, including process improvements, program rollouts, and adoption of new tools or policies, while managing stakeholder expectations and minimizing disruption Customer-Centricity: Demonstrates a focus on employee experience, proactively anticipating needs, resolving escalations, and continuously seeking ways to add value for Meta employees Project & Program Management: Advanced project/program management skills, including planning, prioritization, execution, and risk management, with a track record of delivering results in a deadline focused, ambiguous environment