Learning Manager, WhatsApp 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 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 are looking for a passionate leader to lead our Learning Partner team that is responsible for global functional training. In this role, you will work closely with cross-functional partners, fellow functional operations managers, and outsourced partners to deliver and execute learning strategies for WhatsApp Customer Operations & Localization. This role is based in Menlo Park and reports to the Global Learning Manager.

Responsibilities

• Lead and manage a team of Learning Partners responsible for role specific training for our global office and vendor locations
• Execute learning strategy and program content across Customer Operations to enable new employees to develop an understanding of WhatsApp values, policies, and processes
• Establish team goals aligned with the strategy of the Customer Operations team
• Partner with other leads in Customer Operations to evolve specific learning objectives and goals for new and current employees
• Make data fueled decisions to propose forward-thinking solutions to scale knowledge transfer across both internal teams and external vendors in multiple office locations
• Lead a team to develop, pilot, launch, and iterate on training assets including course materials, presentations, integrated curriculums etc. for Customer Operations partners
• Work with cross-functional teams in assessing and identify training needs and gaps
• Role requires 10 - 20% travel

Minimum Qualification

• 3+ years of leadership experience in Operations, with knowledge in the Training/Learning & Development domain(s)
• 3+ years of people management experience
• Experience in managing and growing global teams
• Experience working directly with Operations and/or Customer Support teams and demonstrated knowledge in the learning challenges faced in these environments
• Experience working across a global multicultural and multilingual team, solving problems and designing business operations
• Demonstrated experience in communicating with, influencing, and presenting to a variety of audiences, including global cross-functional leaders
• Experience in using data and measurement to influence learning strategies and solutions
• Experience with learning management systems and software
• Experience providing technical customer support (email and/or phone)
• Experience in curriculum building, instructional design (ADDIE method) and adult learning theory
• Experience with a variety of instructional media including instructor-led, eLearning, and blended learning approaches
• Must obtain work authorization in country of employment at the time of hire, and maintain ongoing work authorization during employment
• No international relocation

Preferred Qualification

• Experience in Cornerstone LMS
• Experience in vendor management and outsourcing
• Experience in media content creation via Adobe Suite or similar platforms