Tools Project Manager, WhatsApp Operations

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.

Responsibilities

• Manage global cross-functional projects and business case development to design and implement robust experiences for consumers and merchants in current and future support models

• Translate business requirements into implementation plans for upcoming launches working closely with cross-functional stakeholders like engineering, product management, legal, partnerships, business development and marketing

• Act as a trusted advisor to partners in developing and prioritizing comprehensive, data-driven tool improvement requests and raise core problems to our Engineering and cross-functional partners

• Lead and completes several concurrent complex projects. Provides guidance to other members of the team on their projects

• Develop business cases to support new and improved processes for consumers, businesses and partners that leverage our products, pushing the boundaries and thinking of what the future for this area of the business may look like

• Gather, analyze, and utilize relevant data to develop ways to improve the overall support experience

• Communicate and collaborate with cross-functional partners to align priorities with stakeholders across WhatsApp, influencing organizational roadmap

• Effectively contribute in decision-making meetings with other managers and team leads through providing thoughtful ideas and proposals on matters of importance

• building trust in high pressure/fire-drill situations

• Independently gather and analyze information based on data to identify specific trends/opportunities, making appropriate recommendations through anticipating future business needs that improve the overall support experience, sharing knowledge across the team

• Regularly frame and consider issues within the larger scope and goals of the team, creating actionable insights or tasks that have key business impact

• Independently think through end-to-end execution, using judgment to understand how actions may impact other stakeholders and communicate in advance

• Demonstrate thought-leadership to help drive strategic decisions that promote growth within the team, organization, and cross-functional teams

• Constructively challenge priorities and/or the direction of a certain project

• identifying areas where we can pause, remove roadblocks, stop pieces of work, and/or re-prioritize resources

• Regularly coach others through projects and/or initiatives, from initial problem scoping, to methodology and project management through being known as an expert across the global team and company on a particular topic

• Participate in interviewing and hiring decision making through understanding of team growth goals, both for current and future strategy

• Consistently deliver constructive feedback to peers in a way that strengthens relationships and enables projects to advance more quickly while motivating and uniting the team to achieve common goals

• Proactively create an atmosphere where team members continue to strive to contribute to the Customer Operations team and our Engineering Partner teams

Minimum Qualification

• BA/BS degree

• 4+ years of project management experience communicating with people at all levels in an organization

• Analytical thinking and problem-solving experience

• Experience working across a global team, solving problems and designing business operations from scratch

• Experience communicating with cross-functional partners

Preferred Qualification

• Experience working independently and prioritizing work with minimal input

• Proven experience collaborating across a global team

• Experience with customer support/operations software-oriented projects

• Knowledgeable in driving solutions for global operational teams

• Time management and multitasking experience

• Experience with process change management or process improvement

• Experience working in a technology company, consulting firm or equivalent time-sensitive environment