Program Manager, Payment 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. We're looking for a candidate to join the Payments operations team at WhatsApp. The ideal candidate is a self-starter, has the ability to identify payments related operational risks proactively, and can work collaboratively to mitigate risks and drive results. Strong time management and prioritization skills are critical, and a passion for WhatsApp is a must. This is a full-time position based with the WhatsApp team at Facebook HQ in Menlo Park, California.

Responsibilities

  • Own communications with internal teams on support documentation needs and advanced technical support managing the escalation process for advanced issues end-to-end.
  • Partner with internal and external stakeholders of the program and own the communication with different teams on training need and support documentation.
  • Manage the escalation process for advanced issues end-to-end.
  • Proactively construct workflows to allow for more efficient ticket processing.
  • Maintain and manage “canned responses” for commonly asked questions and troubleshooting items.
  • Collaborate with banks to resolve WhatsApp user issues.
  • Use analytical tools to create meaningful reports based on data.
  • Help scale global support for digital transactions on WhatsApp.

Minimum Qualification

  • Bachelors degree from the United States or equivalent university degree from another country.
  • 3+ years experience with customer operations for payments or similar.
  • Experience using and learning the iOS and Android operating systems.
  • Experience as a team lead, including but not limited to the following experience sets: problem solving, reinforcing priorities, structuring work flow and data analysis.
  • Experience presenting findings to management, goal setting, motivation of team members and communication.
  • Experience working as a member of collaborative teams.
  • Eligible to work in the US.
  • No international relocation.

Preferred Qualification

  • Experience in working with Financial institutions including Banks and payment processors.


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.

If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com or you may call us at +1 650-308-7837.