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JobsWhatsApp

Workflow Optimization Strategic Program Manager, WhatsApp

Menlo Park, California, US

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.

The WhatsApp Customer Operations Market team is looking for a highly self-driven, entrepreneurial, and analytical individual to join a new function driving process improvements with impact to our global workflows and support experience. The ideal candidate will be passionate about working on complex business problems, have strong programmatic experience, can lead without authority and be able to work independently in an ambiguous and dynamic environment. In addition, we are looking for proven hands-on experience creating customer centric solutions that drive measurable results. Conducting qualitative research, and an interest to remain deeply engaged in the execution of work. The ability to create strong cross-functional partnerships with research, product marketing, and product teams is critical, and a passion for technology and WhatsApp is a must. This is a full-time position.

Responsibilities

  • Identify and lead process improvement projects support and drive organizational goals and priorities

  • Understand day-to-day pain points of our agent and vendor partner workforce and map those issues to potential projects/solutions

  • Plan requirements with internal stakeholders and lead working groups to usher projects through their entire lifecycle, building clear roadmaps for cross-functional team members

  • Manage large cross-functional teams and influence decision-making within leadership audiences

  • Gather and analyze large amounts of information quickly in order to problem solve and drive decision-making effectively

  • Identify & drive strategic opportunities and efficiencies in across our programs, including prioritization frameworks, and tools for best-in-class user experience

  • Represent the perspectives of stakeholders/customers in internal strategy and planning sessions and in discussions with partners

  • Prepare communication materials and progress tracking for multiple audiences including preparing and delivering presentations to leadership stakeholders

Minimum Qualification

  • 5+ years of work experience in program management, management consulting and business or strategic operations

  • 5+ years of experience in validated experience in business improvement and performance excellence and leading continuous improvement

  • Experience in re-imagining business processes, tools and implementing organizational change

  • Effective communication with cross-functional audiences and interpersonal skills

  • Experience working with technical and business stakeholders (including leadership)

  • Track record of successfully partnering with cross-functional teams, driving alignment, effective escalations and achieving results

  • Experience setting priorities, multitasking and working independently in a dynamic, rapidly/changing workplace

  • Proven skills in data analysis, project management, relationship management, and change management

Preferred Qualification

  • Bachelor’s degree.

  • Facilitation skills and experience identifying areas for process optimization, process redesign, and waste reduction and lead from identification to execution.

  • Proven track record of delivering large scale, complex and cross functional projects and programs.

  • Experience working with a Global Team to achieve goals.

Apply Now

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WhatsApp is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. We may use your information to maintain the safety and security of Facebook, its employees, and others as required or permitted by law. You may view Facebook’s Pay Transparency Policy and Equal Employment Opportunity is the Law notice by clicking on their corresponding links. Additionally, WhatsApp participates in the E-Verify program in certain locations, as required by law.

WhatsApp is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com .

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