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.
Job Description WhatsApp is a fast, simple and reliable way to talk to anyone in the world. Around 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. We are seeking a dynamic, analytical, process, detail-oriented Business Analyst who can partner effectively and closely with our leadership team in Customer Operations and across Whatsapp organization. Someone comfortable with ambiguity to manage and drive cross functional projects independently, and thrive in the absence of process/oversight. This role will require leveraging SQL to source and mine data and using Big Data tools such as Tableau, Hive, and Presto so that he/she can analyze trends, metrics, identify areas to improve operational efficiency and guide leadership to make informed decisions backed by data and facts.
Responsibilities
- Use internal and external data (e.g. tickets, user growth, vendor capacity, trends) to derive insights that will drive strategic business decisions
- Build prototypes of analytical tools to help scale the procurement of insights
- Drive operational excellence that supports cross functional partners, and ensure the smooth running of weekly, monthly and quarterly business rhythms
- Develop compelling analyses to execute data-informed initiatives that helps improve our support channels, productivity, and quality at scale
- Focus on process and continuous improvement of core metrics through automation and process enhancement
- Act as a thought leader for data-informed initiatives and guide the team’s direction overall
- Conduct in-depth investigations leveraging large and complex data sets
- Partner with Data Science, Data Engineering, Product and Customer Operations teams to solve problems at scale
- Inform, influence, and execute new strategies and tactics using analysis and impact metrics to support your positions
- Build/maintain reports, dashboards, and metrics that equips the CO organization to scale successfully
Minimum Qualification
- BA/BS in an analytical field (e.g. Computer Science, Engineering, Mathematics, Statistics, Business or a related field)
- 5+ years of work experience in Business Analytics, Sales Analytics, Sales Finance, Sales Operations, and/or Strategy consulting, or 3+ years experience with MBA/Master’s degree
- Demonstrated problem-solving experience with experience providing actionable business insights and recommendations data and fact-based
- Demonstrated experience in storytelling with data
- Experience working collaboratively with cross-functional stakeholders and partners
- Good knowledge of SQL (creating and updating queries)
- Experience initiating and driving projects to completion
- Experience with data visualization tools such as Tableau or packages in R/Python
- Experience with reporting systems and data pipeline architecture
- Communication experience in articulating issues to both technical and non-technical audiences
Preferred Qualification
- Experience with Customer Operations or Scaled Services
- Experience extracting data from large/complex databases
- Experience in statistics, sampling techniques, machine learning, A/B testing
