3+ month contract

Manage day-to-day operations of a short-term project through end of November 2019. Person will be responsible for managing relationship with an overseas vendor and will need to not only monitor and report on the vendor's performance but will need to develop quantitative metrics and a framework to measure the quality of their performance.

  • Build and document change management process
  • Proactively identify training gaps and update training materials to address
  • Report tooling problems and track and own follow-up with engineering team
  • Triage and respond to vendor questions regarding process or datatypes
  • Help with simple SRT tooling changes (ex: adding new team members, managing access levels)
  • Establish and monitor quality assurance metrics (ex: completion rate, AHT, accuracy)
  • Conduct weekly sync meetings with vendor and Facebook
  • Conduct bi-weekly quality audits
  • Tracking overall program progress and risks


  • Operations experience in managing vendor teams
  • Experience in setting quality assurance metrics and processes
  • Experience with SRT tooling at Facebook
  • Experience analyzing data (ex: using Pivots)
  • Ability to facilitate calls during evening hours (morning time in Asia)
  • Project managing experience (update teams, communicate risks)

We'd like someone who is proactive and can hit the ground running!