Workflow Optimization Strategic Program Manager, WhatsApp

WhatsApp iconWhatsApp
Workflow Optimization Strategic Program Manager, WhatsApp
WhatsApp iconWhatsApp
Location pin icon
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.
Workflow Optimization Strategic Program Manager, WhatsApp Responsibilities
  • 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
Minimum Qualifications
  • 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
Preferred Qualifications
  • Bachelor’s degree.
  • 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.
Locations
About Meta
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to accommodations-ext@fb.com.
(Colorado only*) Estimated salary of $140,000/year + bonus + equity + benefits
*Note: Disclosure as required by sb19-085(8-5-20)
Related Job Openings
Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. We may use your information to maintain the safety and security of Meta, its employees, and others as required or permitted by law. You may view Meta's Pay Transparency Policy, Equal Employment Opportunity is the Law notice, and Notice to Applicants for Employment and Employees by clicking on their corresponding links. Additionally, Meta participates in the E-Verify program in certain locations, as required by law.

Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com.