Head of WhatsApp Support Operations
Dublin, Ireland
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.
WhatsApp Support Operations' mission is to deliver an effective support experience to our users, and we are seeking a professional to lead the organization. As the Head of WhatsApp Support Operations, you will be responsible for developing and executing strategies that deliver exceptional support experiences to our users worldwide. You will work closely with cross-functional teams to drive operational excellence, improve processes, and ensure that our support operations are scalable, efficient, and effective. This position will focus on understanding the strategic opportunities for the business as we continue to invest in AI across our workflows. This is an exciting opportunity to help drive impact, strengthen user trust across WhatsApp, and assist product teams in building a better experience for our users. We are looking for a leader with demonstrated experience in operations, customer support/experience, product strategy, thought leadership, and talent development who can provide vision and strategy in this fast-paced and high-growth space. You will oversee execution and collaboration across a large set of partners.
Responsibilities
Define and build the operating model for WhatsApp Support, setting a team vision, strategy and driving clear alignment with other functions and teams on responsibilities
Partner closely with the Product Group Lead and the WhatsApp Operations leadership team to help shape the future direction and strategy for this effort in WhatsApp
Establish effective working relationships with other global teams and cross-functional counterparts to identify opportunities to improve the customer experience and drive operational improvements
Be a bold representative of WhatsApp and Global Operations on the goals and priorities in the Customer Support space
Build and retain a world class team through providing mentorship, guidance and career development
Minimum Qualification
10+ years of experience in Customer Support, Operations or Strategy
Experience leading and growing teams from strategy through to operational execution
Proven track record of transforming operations to provide excellent customer experience through innovation and improvement
Experience building and executing against KPI's
Proven communication skills and executive presence
Experience working across large matrixed organizations
Proven track record of attracting, scaling and developing teams
Preferred Qualification
WhatsApp 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 Facebook, its employees, and others as required or permitted by law. You may view Facebook’s Pay Transparency Policy and Equal Employment Opportunity is the Law notice by clicking on their corresponding links. Additionally, WhatsApp participates in the E-Verify program in certain locations, as required by law.
WhatsApp 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 .