Customer Experience Solution Analyst

We are seeking a highly technical and analytical Customer Experience Solution Analyst to join our Supply Chain Operations team within Enterprise Operations. As a key member of our team, you will be accountable for analyzing complex business problems in the internal customer support space and developing efficient solutions using various tools and systems.

In this role, you will leverage your deep understanding of the business's processes and operations to gather and ideate system requirements, streamlining processes for automation and efficiency. Your expertise will enable the development of scalable and sustainable solutions that meet the evolving needs of Meta's internal customers.

As a Customer experience experience solution analyst, you will work closely with cross-functional teams (XFN) including operations, process engineering, procurement, compliance, and sourcing within the supply chain organization to identify areas for improvement and implement changes that enhance the overall customer experience. You will also lead a team of Managed Service Providers (MSPs) in providing day-to-day customer support inquiries and develop strategies to drive customer satisfaction scores.

In this role, you will be at the forefront of shaping the future of customer support in the High Tech industry, leveraging trends such as:
-Artificial Intelligence (AI) and Machine Learning (ML) to enhance customer experience and improve issue resolution.
-Cloud-based technologies to enable seamless collaboration and communication with internal customers.
-Data analytics and insights to inform customer support strategies and drive business outcomes.
-Omnichannel engagement to provide personalized and consistent experiences across multiple touch points.Customer Experience Solution Analyst Responsibilities

• Lead a team of MSPs in providing exceptional customer support to internal customers, ensuring timely and effective issue resolution.
• Collaborate with internal stakeholders and teams to understand business needs, conducting deep analysis to translate those needs into recommendations and system requirements.
• Liaise with cross-functional teams and collaborate with best practices to ensure end-to-end process and tool consistency, driving innovation and improvement in customer satisfaction.
• Analyze business requirements and develop technical solutions to meet customer support needs, designing and implementing data models, reports, and dashboards to support customer support metrics and KPIs.
• Use data to define KPI and success criteria for projects/initiatives, measure the current state, and track key indicators to drive improvement, ensuring data-driven decision making and continuous improvement.
• Develop and maintain technical documentation for customer support processes and systems, troubleshooting technical issues and providing timely resolutions to ensure minimal impact on customer support operations.

Minimum Qualifications

• Currently has, or is in the process of obtaining a Bachelor's degree in a directly related field, or equivalent practical experience. Degree must be completed prior to joining Meta.
• At least 4 years of experience in a similar industry/role.
• Experience with cloud-based technologies such as Salesforce, ServiceNow, or Zendesk.
• Experience in business systems analysis or a related role.
• Understanding of how to deal with internal customers within a High Tech company.
• Communication, leadership, and problem-solving skills.
• Experience working collaboratively with XFN teams and stakeholders.
• Understanding of business systems and technical problem-solving.

Preferred Qualifications

• Certification in business systems analysis or a related field (e.g., CBAP, CCBA, etc.).
• Experience working in a supply chain operations environment.
• Experience in data analysis tools such as SQL and Tableau.
• Knowledge of industry-specific software and systems (e.g., ERP, CRM, etc.).

For those who live in or expect to work from California if hired for this position, please click here for additional information. About Meta Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
$95,000/year to $143,000/year + bonus + equity + benefits

Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.

Equal Employment Opportunity Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here.
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