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.
ResponsibilitiesLead and optimize end-to-end service delivery processes for employee benefits, ensuring a seamless experience for Meta employees at MetaDevelop, implement, and continuously improve operational workflows, policies, and procedures to enhance service quality, efficiency, and complianceCollaborate with cross-functional teams across People Service Delivery, Payroll, Legal, Tech to resolve complex service issues and drive process improvementsMonitor service metrics, analyze trends, and report on performance to leadership, recommending actionable solutionsManage escalations and ensure timely resolution of employee queries related to benefits and service deliveryChampion customer-centricity, operational rigor, and continuous improvement within the teamServe as a subject matter expert on benefits programs, including health, retirement, wellness, family and other employee offeringsEnable and drive the design, rollout, and communication of new and existing benefits programs in partnership with global and regional cross functional teamsEnsure compliance with local regulations and Meta policies in all benefits-related activitiesAdvise employees and managers on benefits options, eligibility, and processes, providing clear and accurate guidanceStay abreast of market trends and regulatory changes in the benefits landscape, sharing insights and recommendations
Minimum QualificationsMinimum 8 years of operational experience in People Operations, Service Delivery, or related fields, ideally within a multinational environmentDemonstrated success in leading service delivery programs or initiatives as an individual contributor, with a track record of driving operational improvementsExperience with benefits administration in EMEA is highly advantageousProven analytical, problem-solving, and project management skillsProven communication and stakeholder management experienceDemonstrated experience in thriving in a deadline focused, dynamic environment whilst managing multiple priorities
Preferred QualificationsService Delivery Excellence: Proven experience designing, optimizing, and managing end-to-end service delivery processes, ensuring high-quality, efficient, and compliant operations for employee benefits programsBenefits Program Expertise: Demonstrated understanding of EMEA benefits programs (health, retirement, wellness, etc.), including regulatory requirements, market trends, and best practicesCross-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 experiencesStrategic Problem Solving: Proven analytical and problem-solving skills to identify root causes, analyze data, and implement effective solutions to operational and benefits-related challengesStakeholder Management & Communication: Proven communication skills, demonstrated by conveying complex concepts to broad audiences, influence without authority, and build consensus across teamsChange Management: Experience leading change initiatives, including process improvements, program rollouts, and adoption of new tools or policies, while managing stakeholder expectations and minimizing disruptionCustomer-Centricity: Demonstrates a focus on employee experience, proactively anticipating needs, resolving escalations, and continuously seeking ways to add value for Meta employeesProject & 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