Business Analyst, WhatsApp Customer Operations
Menlo Park, California, US
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. 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 and 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 to analyze trends, metrics, identify areas to improve operational efficiency and provide tools for leadership to make data-informed decisions.
Responsibilities
Use internal and external data of both strategic and operational metrics (e.g. vendor translation quality, audits information, user journey, turnaround time) 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 help improve our support channels, productivity, and quality at scale
Create robust data infrastructure to surface accurate topline and secondary metrics
Collaborate with cross functional stakeholders, especially from localization operations teams, to identify, define, and evangelize metrics with business teams
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
Build in-depth understanding of, and conduct investigations leveraging large and complex data sets
Partner with Software Engineering, 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
Demonstrated experience in storytelling with data
BA/BS in an analytical field (e.g. Computer Science, Engineering, Mathematics, Business or a related field)
5+ years experience of initiating and driving projects to completion
Experience with data visualization tools such as Tableau or packages in R/Python
5+ years of SQL experience (creating and updating queries)
Communication experience in articulating issues to both technical and non-technical audiences
Experience with reporting systems and data pipeline architecture
Demonstrated problem-solving experience with experience providing actionable business insights and recommendations data and fact-based
Experience working collaboratively with cross-functional stakeholders and partners
4+ years of work experience in Business Analytics, Operations analytics, and/or Strategy consulting, or 3+ years experience with MBA/Master’s degree
Preferred Qualification
Graduate degree in an analytical field
Experience extracting data from large/complex databases
Experience with Customer Operations or Scaled Services
Understanding of Localization operations and its data needs
WhatsApp is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. We may use your information to maintain the safety and security of Facebook, its employees, and others as required or permitted by law. You may view Facebook’s Pay Transparency Policy and Equal Employment Opportunity is the Law notice by clicking on their corresponding links. Additionally, WhatsApp participates in the E-Verify program in certain locations, as required by 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 .