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WhatsApp is a fast, simple and reliable way to talk to 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.
- Manage day-to-day operations delivery across multiple workflows for a large-scale offsite, multilingual, vendor workforce
- Partner with internal business teams to define KPIs and success criteria including management reporting on operational performance targets, workflow coverage, utilization, output/productivity and quality
- Drive exceptional service quality in all facets of the program through reinforcing high standards and coordinating cross-team quality assurance efforts
- Strong collaboration and partnership with the Operations teams across different offices and geographies, especially other Program Managers and ability to work with a variety of internal/external, local/global stakeholders and remote teams
- Manage short/medium/long term capacity planning for large multi-skilled team – working with key business stakeholders to define headcount needs, staffing plans and manage resourcing to execute against operational targets and achieve business objectives
- Coordinate the planning and staffing of new work-flow launches, new sites, updates and migrations
- Drive continuous improvement efforts to improve operational performance and client experience through the use of data analysis and executing on data-informed initiatives
- Partner with global teams to exchange best practices, align processes and prototype new initiatives
- Define and execute on strategies to maximize impact and efficiency of our vendor workforce while delivering best-in-class client experience
- Role requires approximately 25/30% travel to vendor sites and across WhatsApp and FB offices
- BA/BS or equivalent 4 year university degree
- 4+ years experience in an Operations Center, including experience as a team lead with ops performance accountability
- Experience with both front-office and back-office customer support environments
- Experience managing large scale projects or programs
- Program management, communication, stakeholder management, negotiating and influencing skills with a proven track record of achieving engagement from senior and cross-functional stakeholders
- Self starter, capable of working as part of a global, cross-functional team and working with all levels
- Analytical skills
- IAOP or COPC certifications
- Experience working with inbound telephone call centers, tech industry
- Familiarity with BPO landscape
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.
Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Facebook 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 [email protected].
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