Service Delivery Operations Associate
Description
Meta is seeking a Service Delivery Operations Associate to support the operational infrastructure that enables consistent, high-quality user and client support experiences across Meta's global product ecosystem. In this role, you will work within the Support and Service Operations function to manage service delivery workflows, monitor operational performance, and drive process improvements that directly impact the quality and efficiency of support services. You will collaborate with cross-functional partners across product, engineering, and vendor operations teams to ensure service commitments are met and operational gaps are identified and resolved.
Responsibilities
Manage and monitor day-to-day service delivery workflows to ensure support operations meet defined service level agreements and quality benchmarks Analyze operational data and support metrics to identify trends, surface inefficiencies, and recommend process improvements Coordinate with vendor partners and internal operations teams to maintain consistent service delivery standards across support channels Develop and maintain operational documentation including process guides, escalation playbooks, and workflow runbooks Track and report on key performance indicators related to support volume, resolution rates, and service quality Collaborate with product and engineering teams to communicate operational requirements and surface systemic issues affecting support delivery Support the onboarding and training of new operations team members by sharing process knowledge and best practices Participate in root cause analysis for service disruptions or quality failures and drive implementation of corrective actions Assist in the design and rollout of new service delivery processes in response to product launches or operational changes
Qualifications
2+ years of experience in service delivery, support operations, or a related client or user operations function Experience analyzing operational or support metrics to identify performance gaps and drive process improvements Experience coordinating cross-functional workflows involving vendor partners, internal operations teams, or product stakeholders Experience creating and maintaining operational documentation such as process guides, escalation procedures, or standard operating procedures Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies Experience working within scaled support operations environments, including familiarity with ticketing systems, workforce management tools, or quality assurance frameworks Demonstrated ability to manage multiple operational workstreams simultaneously by prioritizing based on impact and deadlines Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews) Experience using data visualization or reporting tools to communicate operational performance to stakeholders Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements) Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews) Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements) Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies