Walter Hafner Email and Phone Number
Walter Hafner work email
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Walter Hafner personal email
15+ years leadership experience in global large scale vendor operations (XXk staff) across integrity & customer support teams, with direct leadership responsibility for internal teams up to 300 FTE across internal and outsourced integrity and support operations. Scaled global outsourced and internal operations and sales teams in advertiser service, account mgmt/sales roles across clients & agencies, customer service, content moderation/trust & safety and compliance in tech, social media, financial services and loyalty industry. Launched 50 operations sites globally in my career in all geographies with deep expertise in Footprint/Location Strategy, Offshoring and Operations Delivery. Data driven, client success and shareholder value focused leader with strong track record of building high-performing and highly engaged global teams and developing strong talent and leadership bench.
Meta
View- Website:
- metadownhole.com
- Employees:
- 136862
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Sr. Director, Global Vendor Mgmt | Wfm | Training Quality Knowledge | Product And Services OperationsMetaIreland
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Sr. Director, Global Vendor Mgmt | Wfm | Training Quality Knowledge | Product & Services OperationsMeta Apr 2019 - PresentMenlo Park, Ca, UsLeading Facebook's Global Business Support Delivery for Advertisers across all client tiers, Commerce sellers, Creators and various other partnership audiences (Media/Publisher/Gaming/Groups) including Vendor Mgmt incl. Sourcing & Location Strategy/Site Launches, Workforce Mgmt, Quality, Training, Knowledge Mgmt functions supporting XXk staff across a wide range of client facing and internal services to enable client success across our suite of products. Enabling client success and growth through deeper service & sales integration and lead generation.
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Director Dach Sales Region [Germany/Austria/Switzerland] + Emea Client ServicesFacebook Jun 2018 - Mar 2019(1) Germany/Austria/Switzerland (DACH) Regional Sales Director - accelerated revenue growth rate by double digits for mid-market segment(2) EMEA Client Services - scaled Facebook's advertiser support for millions of clientsFollowing this dual role in which I led service & sales teams in our EMEA region, I co-led the merge of our global business support services into one united global Product & Service Operations org to drive efficiencies for our wider company and enhance our service offerings for our global clients, including expansion to 24/7 Chat support. -
Global Director, Community Operations - Global Outsourcing, Markets & WfmFacebook Oct 2014 - Jun 2018- Global Community Operations Market Operations Leader- Global Community Operations Outsourcing Leader - Global Community Operations Workforce Mgmt & Contractor Mgmt LeaderScaled internal and outsourced content moderation integrity operations across XXk staff and launched several dozen new languages to advance trust & safety capabilities while advancing our resiliency & wellbeing programs and regulatory compliance as confirmed in e.g. EU Commission tests.
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Director, Global Partner Mgmt, Capacity Planning & Workforce Mgmt / Business Intelligence PmoPaypal Oct 2013 - Sep 2014San Jose, Ca, UsGlobal Leadership responsibility for PayPal's Global Operations footprint across >10k staff in regards to Capacity Planning for internal and outsourced sites including ownership of location strategy and sourcing/procurement of vendor contracts and site selection and implementation/launches of new internal PayPal and external vendor sites as well as responsibility for Business Intelligence / Data Analytics teams supporting PayPal's Global Operations. -
Senior Manager Global Partner ManagementPaypal Apr 2011 - Sep 2013San Jose, Ca, UsGlobally responsible for PayPal's Global Operations Outsourcing and Capacity Mgmt incl. site selections and program mgmt for internal and outsourced site launches. Materially expanded PayPal's international language capabilities, oversaw >15 site launches and improved cost mix through site footprint optimization while driving double digit increases in Net Promoter Score. Launched internal new Operations site in Dundalk for PayPal with ~1k staff including government partnership with IDA (Irish Development Agency) on tax incentives.
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Lead Manager Operational Excellence EmeaPaypal Jan 2009 - Mar 2011San Jose, Ca, Us- Re-organized PayPal's Global Operations Segmentation model to increase First Contact Resolution and Net Promoter Score while mitigating Fraud/Loss Rates in close partnership with respective internal and outsourced Customer Support, Risk Mgmt/Fraud and Sales Functions. This entailed:a) Developing new org design of operations teams incl. alignment on scope/data access/permissionsb) Redesign of intelligent routing capabilities, including Avatar/Bots, Webforms and IVR/Phone routing c) Roll-out and global program management, testing & iteration
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Head Of Marketing Services Business Process Outsourcing (Bpo)Loyalty Partner Jan 2007 - Dec 2008Vendor Mgmt Responsibility for large scale client contracts including airlines/railway companies and Loyalty Partner's own loyalty program PAYBACK (>20M customers in Germany) - across digital marketing (email/mobile/web), lettershop and credit card / loyalty card production processes and call center services. -
Leader Campaign Management (Email/Mobile Marketing)Loyalty Partner Jan 2006 - Dec 2006
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Business Lead For Chief Operating OfficerLoyalty Partner Aug 2005 - Aug 2006Business Lead supporting companies COO (Uwe Heddendorp, previously CEO AOL Germany, followed by VP Leadership roles at PayPal).
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Intern - Aftersales MarketingBmw Aug 2004 - Dec 2004Munich, De -
Crm Research Study - "Automotive Customer Data Management"Audi Ag Mar 2004 - Aug 2004Ingolstadt, Bayern, De
Walter Hafner Skills
Walter Hafner Education Details
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Catholic University Of Eichstätt-IngolstadtDiplom-Kaufmann -
Skema Business School
Frequently Asked Questions about Walter Hafner
What company does Walter Hafner work for?
Walter Hafner works for Meta
What is Walter Hafner's role at the current company?
Walter Hafner's current role is Sr. Director, Global Vendor Mgmt | WFM | Training Quality Knowledge | Product and Services Operations.
What is Walter Hafner's email address?
Walter Hafner's email address is whafner@fb.com
What schools did Walter Hafner attend?
Walter Hafner attended Catholic University Of Eichstätt-Ingolstadt, Skema Business School.
What skills is Walter Hafner known for?
Walter Hafner has skills like Outsourcing, Crm, Management, Customer Experience, Leadership, Strategy, Partner Management, Business Strategy, Offshoring, Contract Management, Process Improvement, Project Management.
Who are Walter Hafner's colleagues?
Walter Hafner's colleagues are Bhagawana Ram, Yuan Naufal Ilman, Pinku Mandal, Shakib Thakur, Tony S, Jacob Kim, Patra Welch.
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