Quality Operations Program Manager
Austin, Texas, 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.
WhatsApp is a fast, simple, and reliable way to communicate with 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. The Customer Operations Team is seeking a Quality Operations Program Manager, who is enjoys driving continuous improvements to our customer experience. We are looking for a passionate problem solver to develop a broad understanding of WhatsApp’s customer operations and understand where our people, processes, and systems need to improve in order to give help to the people who need it most. As a Quality Operations Program Manager, you’ll work closely with cross-functional partners, subject matter experts, and operations managers to ensure our global Customer Operations team is delivering customer/Trust & Safety support. This includes understanding ticket interactions, identifying defects, spotting trends, developing improvement recommendations, and working with business partners to deploy your recommendations.
Responsibilities
Conduct current-state assessment of business processes and drive metric improvements, standardization of processes across programs. Report and resolve top quality issues impacting the organization.
Manage large-scale, complex projects and programs that span across operations and quality. Launch/maintain quality programs for new products and new support sites (vendor locations). Develop and deliver measurement, metrics and impact of all launches, monitoring in collaboration with other teams.
Cultivate relationships, prioritize and maintain continuous alignment with your stakeholders and drive accountability, produce high quality deliverables (for yourself and your project stakeholders)
Design, build, and improve internal / external quality processes and systems that contribute to operational expertise and scalability. Be experienced to influence quality cross-functional teams on operational strategies & best practices.
Be a champion of change management. Communicate clearly the progress of initiatives to internal and external stakeholders, including synthesizing feedback and adjusting plans accordingly.
Work across multiple vendor locations and operating models
with the goal of driving results leveraging multiple tiers of quality evaluators (vendors, audit of auditors, etc).
Minimum Qualification
5+ years of proven Project Management experience leading data-driven projects and communicating the results of analysis and insights to technical and non-technical audiences.
4+ years of experience with Excel (PivotTable, Charts, Statistical functions) and leveraging data visualization tools (Tableau, Power BI).
Experience with building relationships with global cross-functional teams with ease, delivering impact consistently through seamless communication, influencing teams towards achieving goals.
Experience with a rapidly-changing environment with a goal-oriented approach.
Experience with operating effectively both at a tactical and strategic level.
Experience with customer support and accountability frameworks.
Preferred Qualification
5+ years of experience initiating and driving projects to completion with minimal guidance.
5+ years of proven program or process management experience, preferably in the Trust & Safety or Quality space.
Experience working in a technology company or IT consulting firm.
Experience with complex process design, implementation and improvement.
WhatsApp är stolta över att vara en arbetsgivare som tillämpar lika möjligheter och positiv särbehandling. Vi diskriminerar inte baserat på ras, religion, hudfärg, nationellt ursprung, kön (inklusive graviditet, förlossning, beslut kring reproduktiv hälsa och medicinska tillstånd med samband till detta), sexuell läggning, könsidentitet, könsuttryck, ålder, krigsveteranstatus, funktionsnedsättning, genetisk information, politiska åsikter eller aktiviteter, eller något annat förhållande som skyddas av tillämplig lagstiftning. Du kan läsa vår policy om lika möjligheter för anställda här. Vi välkomnar även ansökningar från personer med ett kriminellt förflutet, i enlighet med gällande nationell, regional och lokal lagstiftning. Vi kan använda din information för att upprätthålla säkerheten för Facebook, dess anställda och andra, enligt vad som krävs eller tillåts enligt lag. Du kan läsa Facebooks policy om öppenhet kring löner och lika möjligheter i arbetslivet är ett lagkrav genom att klicka på tillhörande länkar. WhatsApp deltar dessutom i e-verifikationsprogrammet på vissa platser, i enlighet med gällande lagstiftning.
WhatsApp har gjort ett åtagande att vidta rimliga anpassningsåtgärder för sökande med funktionshinder i vår rekryteringsprocess. Om du behöver hjälp eller anpassning på grund av funktionshinder ber vi att du meddelar oss på accommodations-ext@fb.com .