Program Manager, Operational Readiness

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 favourite 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’s Customer Operations focus is to delight every user by providing a best in class experience. Those who join our teams are very passionate about solving people’s issues and are strong advocates for WhatsApp users. We need influencers who can align cross-functional partners to ensure the best possible experience for our platform. If you like helping people and working cross functionally, Customer Operations is for you. We are looking for a Program Manager to be a partner for our cross-functional teams in shipping changes seamlessly and efficiently in a timely manner, and to create processes that allow the business to continue to run without slowing it down. This position will work with internal and external stakeholders across teams, advising the best strategy for smooth rollout of changes impacting the wider organization as well as building scaling at scale. This role requires the ability to work across different time zones and use analytical rigor to identify and prioritize user pain points.

Responsibilities

• Manage cross-functional operational readiness efforts, working with various Customer Operations functions to ensure smooth rollout of changes or new implementations
• Advocate for our Vendor Partners with internal teams to enable vendor operations that help improve the customer experience
• Translate business requirements into implementation plans, furthering our mission of delighting users at scale
• Prioritize competing needs with good reasoning and creative solutions
• Facilitate relationships between teams, move initiatives forward, find resources, raise concerns to appropriate owners early and resolve open issues that prevent progress
• Predict roadblocks and obstacles, establishing meetings or integration points between teams
• Hold people accountable when schedule or progress is in jeopardy while maintaining respectful relationships in difficult situations
• Maintain and refine programs and initiatives, establishing best practices, next steps, and outcomes
• Contribute to outsourcing processes, tracking tools, and general project and program managing best practices, and initiate improvements where needed in order to scale effectively as the organization grows
• Ability to travel approximately 15-20% of the time (once travel resumes)

Minimum Qualification

• BA/BS or equivalent 4 year university degree
• 3+ years Project Management experience, with knowledge in process management, process improvement, operational excellence
• Experience prioritizing and managing multiple projects simultaneously in a fast-paced environment with minimal guidance
• Experience working with internal/external stakeholders in multiple geographic regions
• Experience communicating to a variety of audiences
• Analytical, problem-solving, negotiation and organizational experience

Preferred Qualification

• Experience working with customer support centers
• Familiarity with Outsourcing / BPO operations