Technical Operations Manager, WhatsApp Product Operations

Menlo Park, California, US

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 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.
WhatsApp Customer Operations' mission is to make each user feel like WhatsApp was made for them. Those who join our teams are very passionate about solving people’s issues and are strong advocates for WhatsApp users.
WhatsApp is searching for a Technical Operations Manager in our Product Operations team. If you are intellectually curious, love discovering user insights, being the voice of the user and passionate about coaching and developing high performing individuals this is the role for you! Using your start-up mindset and your experience with smartphones, you will help support and test awesome features used by millions of WhatsApp users.
You must have the flexibility to adapt to changing priorities and be excited to operate independently in a fast-paced and growing environment. This is a full-time position based with the WhatsApp team in Menlo Park, US.

Responsibilities

  • Become a technical expert in WhatsApp for all platforms and a source of information to rest of the WhatsApp Customer Operations team.
  • 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.
  • Develop strong collaborative relationships with key stakeholders across the company and represent the Product Operations Team.
  • Develop, implement, and reinforce meaningful KPIs and be an internal advocate for the global WhatsApp user base.
  • Establish team goals and work with direct reports to execute, measure progress, and share results.
  • Provide mentorship, guidance and career development to a team of Technical Specialists.

Minimum Qualification

  • BA/BS or equivalent 4 year university degree
  • 3+ years of experience as tier 2 or 3 support on smartphone platforms
  • 1+ years of people management experience
  • Knowledge of the Android, Windows and/or iOS mobile operating systems
  • Experience multitasking and managing priorities
  • Experience balancing independence tasks/goals while contributing to team goals and collaborating with other team members
  • Experience working with remote teams across different timezones
  • Experience performing analysis which lead to data-driven decisions

Preferred Qualification

  • 3+ years of experience developing or troubleshooting on smartphone platforms or web-based platforms
  • 3+ years of work experience in people management
  • 1+ years experience using WhatsApp


WhatsApp 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, genetic information, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

WhatsApp 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.