WhatsApp Technical Product Operations Manager

London, United Kingdom

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 London and will report into the Product Operations Manager in California, USA.

Responsibilities

  • Become a technical expert in WhatsApp for all platforms and a source of information to rest of the WhatsApp Consumer 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 level of commercial experience
  • 4+ years of people management experience
  • 3+ years of experience as tier 2 or 3 support on smartphone platforms
  • Demonstrated strong understanding of the Android, Windows and/or iOS mobile operating systems
  • Demonstrated ability to multitask and manage competing priorities
  • Demonstrated ability to balance independence tasks/goals while contributing to team goals and collaborating with other team members
  • Demonstrated ability to work with remote teams across different timezones
  • Demonstrated ability to perform analysis which lead to data-driven decisions
  • Must be eligible to work in the EU

Preferred Qualification

  • 3+ years of experience developing or troubleshooting on smartphone platforms or web-based platforms.
  • 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.