WhatsApp Market Manager, India

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WhatsApp Market Manager, India
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Hyderabad, India
WhatsApp is a fast, simple and reliable way to talk to anyone in the world. More than 1 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. WhatsApp Customer Operations' mission is to make each user feel like WhatsApp was made for them. WhatsApp Customer Operations' focus is on supporting our users through both direct support interactions as well as scalable solutions, and on improving the health of our products by helping people understand how to use them. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for WhatsApp users. This is a full-time position based in our Hyderabad office.
WhatsApp Market Manager, India Responsibilities
  • Hire, lead, and enable a high-performing team to deliver on operational goals by providing one-on-one support, while also providing guidance on how to properly scale operations.
  • Develop, implement, and reinforce meaningful KPIs across market operations in areas such as ticket processing, automation & routing, project management across areas such as quality, process improvement, reporting, insights and research.
  • Create/track team goals and work with direct reports on strategies for executing, measuring progress, and communicating updates to stakeholders.
  • Provide oversight and help team deliver projects/ programs involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams.
  • Identify actionable market insights in your region, suggest recommendations, and influence team strategy through effective communication and cross-functional collaboration.
  • Partner with your team and global cross-functional teams to advocate for users across different markets.
  • Serve as the India site lead for all Community Operations and Program teams.
  • Partner with senior leadership to help shape, launch, and land the strategic priorities, and influence product via an executive communications strategy to engage with their teams in driving a culture of integrity
Minimum Qualifications
  • BA/BS degree in economics, finance, business, organizational management, international relations, or related fields
  • 10 - 12 years of experience in business operations, customer success, product management or research
  • 5+ years of direct people management experience in technology sector, including managing leaders and managing remotely across multiple sites with proven track record of attracting and scaling teams
  • Experience strategic thought leader with a passion and expertise for transforming operations to improve customer support experience through innovation and championing the voice of the user
Preferred Qualifications
  • MBA or Master's degree
  • Experience building and growing strong consumer/business products
  • 10+ years of in country experience (living or full immersion in India)
  • Fluency in Hindi and Bengali or Marathi is preferred to translate and appreciate language nuances on our platform
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.
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