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Consultant and Community Strategy

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Objectives:
• Lead data management and analysis for our Help and Engagement Communities, including KPIs, product/tool requirements, satisfaction/resolution analyses, and data visualization
• Define near- and long-term program goals and investment needs (six months/one year/five years) based on data analysis, and identify solutions to improve the overall product and support experience
• Partner with Content Operations, Product, Marketing and other operations teams to drive changes to community experience
• Inform and influence new strategies and tactics using sound analysis and impact metrics to support your positions

Scope of Work:
• Map out strategic frameworks and long-term goals, ambassador program, community-driven product innovation, etc
• Define and prioritize tool and platform needs for long-term community investment
• Apply your expertise in quantitative analysis, data visualization, and data mining to drive actionable insights related to the effectiveness and value of Facebook's Help Communities
• Make strong actionable recommendations related to what type of scalable actions will drive impact across our Communities
• Identify trends and key insights to propose solutions to improve overall- quality, engagement, user experience, coverage, TAT
• Conceptualize and build dashboards to surface powerful data-based insights

Skills:
• B.A. in Communications, Business, Economics, Mathematics, Statistics, or related field
• Minimum 5 years of experience in strategy
• Prior consulting experience preferred
• Ability to rapidly assess, analyze and resolve complicated issues, and distill that complexity into simple and concise communication
• Strong analytical skills, with experience solving ambiguous problems using data and providing practical business insights
• Strong understanding of statistical analysis or SQL or Excel skills
• Good statistical and data analysis skills (e.g. significance testing, regression modeling, factor analysis, etc.) or experience in machine learning, predictive or descriptive analytics, preferred

Education:
BA/ BS required

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