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. People interact with businesses on WhatsApp every day. The WhatsApp Business API, our enterprise solution, helps medium and large businesses communicate with customers all over the world, so they can connect with them on WhatsApp in a simple, secure, and reliable way. 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. We aspire to build a new world-class Enterprise Support organization focused on the success of businesses using WhatsApp. A world-class Enterprise Support organization is critical to the company goal of growing WhatsApp revenue. We aspire to create a customer centric culture by creating delightful experiences WhatsApp is looking for a full-time team member to join our Enterprise Support Operations team. We count on Integration Support Engineers to provide technical support to our managed partners and enterprise-scale customers who use the WhatsApp Business API. You are excited by the prospect of being the first in a new support organization. You combine passion for outstanding customer service with a product mindset to ensure that key insights are communicated to our product teams. We are looking for people who have the expertise of managing technical integrations, fostering developer/business relationships, and who have a desire to improve the support experience of our customers.
Assist our customers in managing complex enterprise systems, and high-quality tools that enable their business.
Become an expert on WhatsApp APIs and how to best deploy them and troubleshoot them.
Partner with the WhatsApp Enterprise Operations team to influence the direction of new initiatives, features and/or support responsibilities in addition to influencing and defining goals for our team.
Work with cross-functional teams to build consensus on strategic initiatives and lead strategic problems on behalf of the team.
Act as a leader and mentor within our team, suggesting and thriving improvements in our training, onboarding and support operations helping to grow the team around you.
Define long-term roadmaps/plans that help to drive the core vision of the WhatsApp Enterprise Operations team.
Act as a portal for technical communication between outside developers and our product teams.
Ability for 30% international travel (current conditions allowing).
Independently guides strategy in team(s), and demonstrates breakthrough thinking. Syncs team strategies and goals to company strategies and goals.
Leads an organization and shapes its strategy, promoting ideas and building a high performing team.
Tackles complex problems holistically, solving for problems end to end, not just within immediate scope that have significant business impact.
Identifies interdependencies across teams and proactively clarifies roles or any potential issues to ensure all are solving problems consistently.
Sets clear quarterly and annual goals that promote clarity for teams enabling them to better drive impact.
Sets hiring goals and develops hiring practices including: skill set evaluation standards, skill sets to vet for in the interview, the interview panel, leads discussion for decision making and has final say on hiring decision, works on setting salary and level for each hire.
Sought out for counsel, mentorship and thought leadership in areas of expertise.
Drives team mission and solutions that work towards increased proactivity and efficiency for the Customer Operations organization.
Conceives of, leads and completes several complex to highly complicated projects, including mentoring others on the team through their projects.
Proactively shares findings and learnings across the organization and company (includes central and regional teams).
Owns activities/ projects from end to end, enabling all parties to move forward, helping the wider group navigate beyond any potential problems or roadblocks.
Effectively explains strategy and higher level concepts to the team, cross functional organizations, and senior level executives.
Regularly articulates business problems in an effective way, providing context relevant to different teams/audiences and explains the rationale for decisions and future business recommendations.
Represents company leadership internally to WhatsApp and to all of Facebook.
Effectively addresses and resolves conflicts in a way that strengthens relationships.
Within the broader team, creates a team environment where team members are highly engaged, clear about what is expected of them and feel supported.
Embodies team culture in actions and communications, and promotes this culture across the team. Specifically fostering trust and respect.
Represents team effectively in XFN conversations and inspires partners and teammates with direct, persuasive communication.
BA/BSc degree in Engineering, Computer Science or related field or international equivalent.
8+ years of programming experience.
8+ years of project management experience communicating with people at all levels (internal and external).
Analytical-thinking and problem-solving experience.
Experience working across a global multicultural and multilingual team, solving problems and designing business operations from scratch.
Experience communicating with cross-functional partners (both technical and non-technical audiences).
Ability to work autonomously and prioritize work with minimal input
Proven ability to collaborate and communicate across a global team and with external partners
Experience with large scale customer service or success organizations and with managing key customer relationships.
Knowledgeable in driving solutions for global business use cases
Time management and multitasking abilities
Experience with process change management or process improvement
Experience working in a technology company, consulting firm or equivalent fast-paced environment
Basic understanding of full web stack, REST API development and technologies, and bug management support.