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.
Partner and consult with cross-functional teams to drive quality improvement programs.
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.
Develop and maintain process documentation for the end-to-end quality process to ensure consistency across regions.
Gather and analyze customer feedback to inform improvements to WhatsApp’s quality programs and systems.
Provide guidance to quality auditors and improve the audit process.
Launch/maintain quality programs for new products and new support sites (vendor locations) and may travel internationally when needed.
3+ years of experience in support, quality assurance, or similar operational roles
2+ years of experience initiating and driving projects to completion with minimal guidance
Experience solving problems, analyzing data and using data in solving and providing practical business insights or reporting critical information
Experience resolving and communicating about issues with both technical and non-technical audiences
Experience working cross functionally with different stakeholders in a global fast-paced and ambiguous environment
Demonstrated experience communicating with a variety of audiences
Experience evaluating standard operating procedures and making recommendations for improvement/streamlining
Knowledge of SQL (or equivalent) and Excel skills
Avid WhatsApp user with an interest for the product and ensuring a good user experience
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.
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