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.
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
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
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.