Program Manager, WhatsApp 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.
WhatsApp Customer Operations' mission is to make each user feel like WhatsApp was made for them. WhatsApp Customer Operations' focus is on supporting our users through both direct support interactions as well as scalable solutions, and on improving the health of our products by helping people understand how to use them. Those who join our teams are very passionate about solving people’s issues and are strong advocates for WhatsApp users.
Customer Operations is seeking a Program Manager who is passionate about testing and launching WhatsApp's payments solutions. This person will work with internal stakeholders across various teams to (1) bring operational strategy and process to products in incubation phase, and (2) prepare new products for scaled release. To that end, candidates must be able to partner effectively with our partners in Engineering, Product, Marketing Science, Product Marketing and Operations, and be comfortable performing under high-pressure, fast-moving and often ambiguous conditions. The ideal candidate will be strong at cross-functional communication and project execution and knowledgeable about operations and payments. This position can be located in Menlo Park, CA.

Responsibilities

  • Work with Product, Engineering and Operations teams to manage, monitor, build, and scale Payments operational support
  • Liaise with Product teams to troubleshoot and problem-solve issues that arise
  • Work extensively with cross-functional partners including Product Manager, Product Marketing Manager, User Research, and Data Science teams — in order to scope test design/requirements and manage test launches
  • Act as the main point of contact for cross-functional partners to ensure smooth and seamless test execution and product roll-out
  • Act as a subject matter expert and have the ability to communicate effectively and build relationships across both technical and non-technical teams
  • Leverage go-to-market product launch experience in order to funnel early feedback in the product development and iteration
  • Work with team members to determine need for test performance tracking and analysis

Minimum Qualification

  • Bachelors degree from the United States or equivalent university degree from another country
  • 4+ years of work experience, 2+ years of experience in a program/project management capacity
  • 2+ years of experience in managing the implementation, tracking and measurement of operations processes

Preferred Qualification

  • Technical and/or Financial Support background
  • Comfortable dealing with ambiguity and unstructured problems
  • Open, collaborative and proven team player, with an ability to initiate and drive projects to completion with minimal guidance or support
  • Experience leading data-driven projects and ability to communicate results and insights to cross-functional partners
  • Ability to contribute at both strategic and operational levels
  • Bilingual candidates (e.g. India, Brazil, Mexico, Indonesia)


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.