L&D Business Partner, Community Operations
Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started.
Community Operations' focus is on improving the health of our products and helping people understand how to use them through both direct support interactions as well as scalable solutions. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for the Facebook community.
We are looking for a Learning & Development Business Partner who will be responsible for representing the learning and performance support needs of outsourcing sites and execution of innovative learning solutions. This individual will gather and identify site-specific learning requirements, deliver/implement learning programs and monitor the overall effectiveness of formal training, coaching/mentoring, and on-the-job performance support solutions.
Serve as the primary point of contact for internal teams and/or multiple outsourcing sites - representing the learning needs of the sites including identifying, gathering, and validating learning requirements.
Responsible for the ongoing skills growth of employees/outsourcing sites and onboarding of new sites.
Ensure that learning incorporates regional/cultural requirements such that solutions are adapted to unique geographical needs.
Partner with internal teams on the design, creation, delivery, and effectiveness measurement of innovative learning and performance support solutions.
Facilitate instructor-led programs and onsite train-the-trainer sessions and coaching.
Participate in the piloting of new learning solutions.
Identify actionable insights, make recommendations, and influence the learning strategy through effective communication.
Work cross-functionally with internal Community Operations teams to assess knowledge gaps.
Serve as an internal subject matter expert and maintain fluency of internal policies and procedures.
Role requires up to 40% of travel.
BA or BS Degree
3+ years of training facilitation experience
5+ years of Learning & Development experience/background
3+ years experience in a support/operations setting
Experience with learning management systems and authoring tools
Experience with instructional media including instructor-led, online/digital, and virtual instructor-led training
Policy knowledge and executing policy training
Training experience in the tech industry
Instructional design experience
Experience working directly with Operations and/or Customer Support teams' learning challenges
Understanding of Facebook Community Standards
Experience communicating with a variety of audiences while engaging and influencing stakeholders
Experience juggling multiple priorities in a dynamic and changing environment
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