Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.

WhatsApp is a fast, simple and reliable way to talk to anyone in the world. More than 2 billion people in over 180 countries use WhatsApp to stay in touch with friends and family, anytime and anywhere. WhatsApp is not only free but also available on multiple mobile devices and in low connectivity areas — making it accessible and reliable wherever you are. It's a simple and secure way to share your favorite moments, send important information or catch up with a friend. WhatsApp helps people connect and share no matter where they are in the world. More than 175 million people interact with businesses on WhatsApp every day. The WhatsApp Business API, our enterprise solution, helps medium and large businesses communicate with customers all over the world, so they can connect with them on WhatsApp in a simple, secure, and reliable way.

WhatsApp Enterprise Operations' mission is to connect the world with all businesses in a personal and convenient way. Those who join our teams are passionate about the success of enterprises and are strong advocates for WhatsApp users and businesses. We aspire to build a world class support organization that is customer centric and puts user experience at the core of everything we do. This role is focused on the WhatsApp Business API.

We are looking for a proactive problem solver, combined with the technical depth and business experience to effectively communicate the business and technical requirements for support tooling to different audiences (e.g. stakeholders / project owners from the business, engineering and partners).

 

Responsibilities

• Enable the WhatsApp Enterprise Operations team to successfully execute its strategy by supporting service and product launches, process improvements and strategic initiatives through technology.
• Spearhead any automation initiatives that will improve our customer support operations.
• Identify support tooling pain points and opportunities to improve business across multiple teams and functions.
• Ensure successful project delivery and measurement between WhatsApp Enterprise Operations, Engineering, Product and other cross-functional teams.
• Partner closely with the WhatsApp Enterprise Operations team in developing and prioritizing comprehensive, data driven technology/tooling requests and support the team through the project lifecycle (Planning, process design, requirements gathering, user acceptance testing & launch).
• Build productive working relationships with engineers, stakeholders, and management inside and outside their program areas.
• Work on interrelated sets of complex projects where success depends on an in-depth understanding of the related area(s).
• Identify dependencies and gaps, unblock issues and drive consensus amongst teams to drive results.
• Maintains and tracks our operational metrics to understand our ecosystem and to provide feedback and direction on where improvements are needed.
• Ability to travel 15%-20% internationally as needed (No travel currently due to Covid-19).

Minimum Qualification

• Bachelor’s/Master’s degree in a technical field or degree level commercial expereince
• Expertise in multiple requirement analysis techniques/methodologies
• Experience leading cross-functional efforts across multiple time zones and functions
• Demonstrated ability to quickly adapt, learn new skill sets and "roll-up the sleeves" in order to accomplish all necessary tasks
• Strong analytical and technical mindset, as well as strong organisational and relationship management skills.
• Excellent verbal and written communication, influencing and problem-solving skills
• Resourceful, action-orientated with the ability to get things done independently and overcome obstacles by developing creative solutions to problems.

Preferred Qualification

• Expertise in SaaS or enterprise technologies.
• PMP (Project Management Professional), CAPM (Certified Associate in Project Management), PRINCE2, Agile or other project management certification.