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Summary: The WhatsApp Customer Operations Team’s focus is to support and educate the people and businesses who use our products through direct interactions and scalable solutions. We develop processes to help improve the health of our products and work with cross-functional partners to ensure a high-quality experience on our platforms. You will gain experience and make an impact in a fast-growing organization. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for WhatsApp users globally.The WhatsApp Product Operations Team is looking for a highly self-driven, analytical individual who is passionate about working on complex business problems, has strong programmatic experience, can lead without authority and be able to work independently in an ambiguous and dynamic environment.Required Skills: Product Operations Manager, Calling Responsibilities:Hire, lead, and enable a high-performing team to deliver on goals by providing 1:1 support, while also providing guidance on how to scale product knowledge within the company
Maintain a strong team culture of trust, accountability, and commitment to impact
Define vision, set team and individual goals, and own the strategy and tactics to execute
Develop, implement, and reinforce meaningful metrics and strategies for the team’s priorities across Product Operations work pillars: Technical QA, Release Management and Support Escalation
Manage large projects and coordinate across multiple stakeholders in support of org-wide strategic initiative
Deep dive to understand specific user pain points, gather supporting data, and influence engineering and product teams on relevant feature changes to improve the overall user experience
Partner closely with the engineering team to drive up the application quality and an understanding of its usage
Minimum Qualifications: Minimum Qualifications:BA/BS degree
4+ years of experience working in Product Operations, consulting or operational environment that worked closely with Product and Engineering team
Demonstrated experience multitasking and managing competing priorities in a highly agile, project-based environment
Demonstrated experience performing analysis which lead to data-driven decisions
Preferred Qualifications: Preferred Qualifications:People management experience
Experience managing tier 2 or 3 technology support teams
Experience developing or troubleshooting issues agnostic of platforms
Proven track record of attracting, scaling, and developing teams
Industry: InternetEqual Opportunity: Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.
