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

Minimum 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

Preferred Qualifications

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

Benefit Operations Program Manager, International

Job Description