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2 月 16 2021

Commerce Operations at Facebook: Scale, Growth and Impact

By Facebook Careers
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The Commerce Operations team is the driving force behind commerce experience, content management, and seller trust across the Facebook company’s apps and services. Three team members—Romain, Krishna and Zibi—share below the meaningful work they’re doing that impacts the APAC region as well as other parts of the world.
="Headshot of Romain smiling."

Romain V., Analytics Manager

You helped start the Commerce Operations team. Can you tell us a bit about how you began and what empowered you to scale your efforts?

In 2016, we were launching Marketplace and there was a real appetite for figuring out how we could drive commerce across Facebook’s apps and services. There was also a strong need to figure out how to be more efficient and effective, while still focusing on impact. I had an idea to form a commerce working group, which was initially just a few people from the Business Integrity organization. Because this group was spending half their time on ads and half their time on commerce, we realized the need to create a designated organization of people who could really focus on the magnitude of product launches that were incorporating commerce. I was happy to have the support of leadership when I was advocating for building a dedicated team.
It’s incredible to see how the team has evolved over the years. What started as a small team of six working on one-off product launches has grown to touch every product across Facebook’s apps and services. We grew and scaled quickly to a team made of many people spanning APAC, the US, and EMEA. We now have multiple teams that support all commerce services, like Content Moderation, Seller Trust, Commerce Experience, and beyond.

What types of problems does your team solve?

My team is involved in the entire product lifecycle for every product and service that has commerce features. When the coronavirus pandemic began to spread, commerce was made a company-wide priority, causing our scope to expand quickly. For every product launch or expansion into a new country, we complete risk assessments, influence the rollout strategy, and manage next steps from an integrity perspective. Outside of launches, we scale and optimize our content review systems, proactively monitor new threats across platforms and help mitigate risks. We rely on advanced analytics, automation, and partnerships with stakeholders to make compelling cases and drive alignment on data-driven recommendations.
="Krishna standing outside of Genting Highlands, Malaysia."

Krishna P., Analytics and Insight

How have you been encouraged to grow your career while at Facebook?

I originally joined Facebook as a technical analyst, but my job has evolved to include program management responsibilities. This has been an incredible opportunity for me to learn more about Facebook’s business model. At the same time, I’ve always gravitated towards technical projects because I’m fascinated by them. I’m really interested in things like automation and translation, and my manager has always empowered me to explore my interests through projects that fall outside of my day-to-day role.

What keeps you at Facebook?

Facebook’s scale was a huge draw for me initially, and it’s one of the reasons I’m still here today. When you’re part of a large, global company, you have the opportunity to make a meaningful impact in a lot of people’s lives.
I’ve been with Facebook for almost two years and the work is part of what keeps me here. Every piece of content posted to Facebook gets reviewed from a guidelines perspective, which is usually done by machines. But to enable machines to make better decisions, we also need human support. That’s where Commerce Operations comes in. My team touches every part of Facebook, which drives me every day.
Life at Facebook is also a beautiful mix of work and play. I’ve practiced archery for the last five years and had a chance to create an archery club in Singapore. Facebook enables me to build on my passions towards work and outside hobbies at the same time.

How do you define success in your role?

In my previous roles, success was always determined by deliverables. Once I joined Facebook, I was really fascinated to find the culture is less about deliverables and more about empowering professional growth. That completely changed both my priorities and approach to growing my career. Now it’s much more important for me to encourage my team to grow and help reach overarching goals than focus on the number of deliverables completed each day. This was a huge learning experience for me as a leader.
Everyone on the team has different abilities and experiences. Some have strong analytical skills while others excel in project management. I’ve learned that you don’t need to be “either/or” to be successful. Instead, it’s best to choose projects that match your strengths or areas where you’d like to improve, and spend your energy on what interests you. If you can be open about what you want to do, share your opinions, and align on expectations from the start, you’ll be successful here.
="Headshot of Zibi smiling."

Zibi P., Senior Manager—Trust and Safety

What drew you to the Commerce Operations team?

I joined Facebook specifically to work in the integrity space. I knew Facebook was investing in integrity and I wanted to be a part of the solution. The opportunity to move to Singapore for the role was a win-win professionally and personally. I’m able to work on impactful and meaningful projects in an incredible city that I love.
Our team focuses on integrity for commerce-related product launches across the globe. This means we need to understand the complexities across regions, as risk, market size, and behaviours are different across APAC, the US, and EMEA. For example, when I moved to Singapore, I was surprised to learn that shopping on WhatsApp is incredibly popular. People use live video to showcase products they want to sell, and then connect with potential buyers and make payments through WhatsApp.

Are there any initiatives you’re particularly proud of?

Since I joined the team, I’ve been able to work on some incredible projects, especially in response to the global pandemic. Within the last year we launched Facebook Shops, which was a huge initiative. My team works to protect our community with every launch, but working from home presented entirely new challenges. Determining what to prioritize in this new way of doing things, while also adapting to work from home ourselves, and then translating this into operations was a massive undertaking. I’m so proud of my team for overcoming these challenges quickly while staying focused on resilience and health.

Your team is incredibly diverse and includes people from all over the world. How do you create an inclusive environment?

Our team has people from many different backgrounds. While I sit in Singapore, my team is in offices across the globe. As a manager, I’ve made a conscious effort to support my team across time zones and cultures, especially after a year that had as much uncertainty as 2020 did. Someone in Seattle is dealing with completely different challenges than someone in Singapore, and I aim to be equally empathetic to everyone. To do that, I connect with my team members one-on-one, I rely on my global managers, or I leverage a network of allies to understand what each individual is going through and how I can help them.

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