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 1 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 favourite moments, send important information or catch up with a friend. WhatsApp helps people connect and share no matter where they are in the world. WhatsApp is looking for an experienced Learning Business Partner to join the Customer Operations Learning team. This position will partner with multiple teams within WhatsApp Customer Operations, to help evolve and execute on the strategy for how we develop and enable our global Operations organisation. This individual will work with teams within Customer Operations and key cross functional teams to ensure that we continuously align business priorities with the performance expectations of our Operations teams and provide a path and curricula for building competence. The ideal candidate will have a strong passion for WhatsApp and for developing teams to apply learning, thus enhancing performance. This position is full-time based in Dublin, Ireland.
Responsibilities
- Develop learning solutions, in partnership with Customer Operations and cross functional teams, to fill the gaps identified by business stakeholders
- Strategically package learning solutions in various, scalable formats to ensure our audiences will receive the most effective learning experiences.
- Manage the implementation of learning solutions, which includes planning, communications, enrollment, regionalization (when necessary), and delivery.
- Collaborate with subject matter experts to develop scalable training content
- Continuously assess the effectiveness of the learning solutions that we‘ve developed and feed back recommendations to the global team to ensure all learning solutions evolve as the business evolves.
- Continuously evaluate and maintain up-to-date learning material and knowledge content
- Heavy interest for emerging learning trends in the digital/media industry
- Strategic experience developing global learning programs with strong project management skills and experience running strategic projects with cross-functional teams
- Demonstrate strong leadership skills in communicating complex processes into simple and easy to understand concepts
- Help to foster a positive experience for new WhatsApp employees
- Ensure smooth administration of operations, logistics, and communication associated with delivering training programs
Minimum Qualification
- 6+ years working experience within learning & development or training
- 2+ years of experience in operations
- Demonstrated understanding of requirements to develop learning courses from scratch, through to implementation and post-training assessments
- Demonstrated ability to communicate with a variety of audiences, and solid stakeholder management skills
- Strong desire to collaborate, share, drive best practices cross-functionally and globally
- Passion for learning/training and teaching at scale, and strong, proven talent for training in a classroom environment and/or comfortable with public speaking and group facilitation
- Demonstrated experience with learning management systems (LMS), eLearning authoring software, blended learning approaches
- Demonstrated understanding of ADDIE principle, adult learning theory, and instructional design methodologies for classroom and electronic learning
Preferred Qualification
- BA/BS degree in education, instructional design, communications, or other related field
- Training experience/background in the tech space
- Experience working directly with Operations and/or Customer Support team learning challenges
- Lean Six Sigma/DMAIC
- Experience with vendor management
- Experience with Cornerstone LMS
- Experience in email/phone styles of customer support
- Audio/video/visual asset production and technical skill
