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Facebook Quality Operations Program Manager, WhatsApp Customer Operations in Boston, Massachusetts

Intro:

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.

Summary:

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.

The WhatsApp Customer Operations Team is seeking a Quality Operations Program Manager, who is passionate about driving continuous improvements to our customer experience. We are looking for a passionate problem solver to develop both a deep and 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 world-class customer support. You will be responsible for reviewing customer support interactions, identifying defects, spotting trends, developing improvement recommendations and working with business partners to deploy your recommendations.

Required Skills:

  1. Partner and consult with cross-functional teams to drive quality improvement programs.

  2. Perform weekly qualitative and quantitative analyses of error trends and collaborate with peers supporting other regions to aggregate, prioritize and report on the top-quality issues impacting the organization.

  3. Develop and maintain process documentation for the end-to-end quality process to ensure consistency across regions.

  4. Gather and analyze customer feedback to inform improvements to WhatsApp’s quality programs and systems.

  5. Provide guidance to quality auditors and improve the audit process.

  6. Launch/maintain quality programs for new products and new support sites (vendor locations) and may travel internationally when needed.

Minimum Qualifications:

  1. 3+ years of experience in support, quality assurance, or similar operational roles

  2. 2+ years of experience initiating and driving projects to completion with minimal guidance

  3. Experience solving problems, analyzing data and using data in solving and providing practical business insights or reporting critical information

  4. Experience resolving and communicating about issues with both technical and non-technical audiences

Preferred Qualifications:

  1. BA/BS degree

  2. Experience working cross functionally with different stakeholders in a global fast-paced and ambiguous environment

  3. Demonstrated experience communicating with a variety of audiences

  4. Experience evaluating standard operating procedures and making recommendations for improvement/streamlining

  5. Knowledge of SQL (or equivalent) and Excel skills

  6. Multi-lingual

  7. Avid WhatsApp user with an interest for the product and ensuring a good user experience

Industry: Internet

Equal Opportunity: 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 accommodations-ext@fb.com.

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