WhatsApp Reporting & Analytics Manager, Customer Operations

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. WhatsApp Customer Operations' mission is to make each user feel like WhatsApp was made for them. We are searching for an instrumental leader to lead our Direct Support Services team under Reporting and Analytics. Successful candidates are demonstrated "hands-on" leaders with deep experience in data analytics. You love to coach and develop high performing analysts. You are an energetic, passionate and strategic with our partners and seen as a thought leader across the organization. You are user obsessed, have high business acumen and a product mindset. We need someone who can bring both strong analytical skills and operational business acumen, and tie both those things together. This is a full-time role.

Responsibilities

• Build and manage a team that provides scalable reporting and analytics solutions for Customer Operations
• Responsible for operational cadences like holistic monitoring of day-to-day operational performance and ownership of data architecture
• Enable operations teams to rapidly identify key business drivers and trends
• Build early warning systems to aid in detection of problems
• Establish team goals and work with direct reports to execute, measure progress, and share results
• Facilitate data-driven and informed decision making and prioritization across operations
• Leverage areas of expertise to improve the effectiveness and quality of WhatsApp's support experience
• Develop strong cross-functional partnerships across WhatsApp to drive our team’s success
• Identify gaps and develop solutions to optimize team workflows and goals to improve efficiency with focus on impact
• Provide mentorship, guidance and career development to a team of Business Analysts

Minimum Qualification

• BA/BS in Math, Statistics, Economics, Computer Science, or other quantitative fields
• 5+ years of people management experience
• 5+ years hands-on experience using SQL or other querying language
• Experience analyzing and deriving meaning from unstructured data sets
• Experience with visualization software (Tableau, Pentaho etc.)
• 5+ years of experience in solving analytical problems using quantitative approaches or equivalent
• Experience presenting research data (qualitative and quantitative) to both technical and business partners
• Understanding of scaled operations and how to leverage data/insights to improve ops performance

Preferred Qualification

• Strong analytical background with experience leveraging consumer and market insights to influence operations at scale and improve user experience
• Experience utilizing both qualitative analysis (e.g., content analysis, phenomenology, hypothesis testing) and quantitative analysis techniques (e.g., cluster analysis, descriptive and inferential statistics)
• Demonstrated success presenting complex research data (qualitative and quantitative) in a clear and compelling manner that inspires action
• Experience working with cross-cultural global teams
• Knowledge for user advocacy, intellectual curiosity and will to constantly challenge the status quo
• Knowledge for and commitment to team development