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

Minimum 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

Preferred Qualifications

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

Service Delivery Operations Associate

Job Description