Operational Readiness Program Manager (NORAM)
Austin, Texas, US
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 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’s Customer Operations focus is to delight every user by providing a best-in-class experience. Those who join our teams are passionate about solving people’s issues and are firm advocates for WhatsApp users. We need influencers who can align cross-functional partners to ensure the best possible experience for our platform. If you like helping people and working cross functionally, Customer Operations is for you. We are looking for an experienced Program Manager to be a partner for our cross-functional teams in shipping changes to our vendor network in a seamless and efficient manner, and to create processes that allow the business to continue to run without slowing it down. This position will work with internal and external stakeholders across teams, advising the best strategy for smooth rollout of changes impacting the wider organization as well as building at scale. This role requires demonstrated experience working across different time zones and use of analytical rigor to identify and prioritize user and process pain points.
Responsibilities
Manage cross-functional operational readiness efforts, working with various Customer Operations functions to ensure a smooth launch of new work and change management
Translate business requirements into implementation plans, furthering our mission of delighting users at scale
Experience of working on issues that may not be clearly defined and require strategic direction, analysis of situations and conceptual thinking
Prioritize competing needs with effectual reasoning
Facilitate relationships between teams, move initiatives forward, find resources, raise concerns to appropriate owners early and resolve open issues that prevent progress
Predict roadblocks and obstacles, establishing meetings or integration points between teams
Perform change implementation risk assessments to ensure successful delivery of projects with minimal disruption to operational metrics and the vendor network
Communicate prioritization and trade-off operational decisions to the broader cross-functional team to drive consensus, and ensure that those decisions are properly implemented
Provide thought leadership and implementation of project/program management best practices and systematically mature governance, success measurement and continuous improvement processes with cross-functional teams at a global level
Act as a business partner and build strategic relationships with global and cross-functional partners, and influence strategy to drive improvements
Advocate for our Vendor Partners with internal teams to enable operations that help improve the customer experience or increase the safety of our platform
Travel to vendor sites and internal team summits as per needs (indicatively 10-15% of the time)
Minimum Qualification
5+ years of Project Management experience, with knowledge in process management, process improvement, operational efficiency and effectiveness
Experience with customer operations (outsourced, BPOs, internal, scaled) and the impact/risk of new implementations / change management into the ecosystem
Experience prioritizing and managing multiple projects simultaneously in a fast-paced environment with minimal guidance
Experience working with internal/external stakeholders in multiple geographic regions
Experience communicating to a variety of audiences
Analytical, problem-solving, negotiation and organizational experience
Preferred Qualification
Experience working with customer support centers
Experience in PMO type functions
Certifications in Lean Six Sigma and/or PMP
BA/BS or equivalent 4-year university degree
A WhatsApp estem orgullosos de ser una empresa amb igualtat d'oportunitats de feina i accions afirmatives. No discriminem per raça, religió, color de pell, origen, sexe (que inclou l'embaràs, el part, les decisions de salut reproductiva o altres condicions mèdiques relacionades), orientació sexual, identitat de gènere, expressió de gènere, edat, condició de veterà protegit, condició de persona amb discapacitat, informació genètica, opinions o activitats polítiques ni altres característiques aplicables que estiguin protegides legalment. Pots veure el nostre avís sobre igualtat d'oportunitats de feina aquí. També tenim en compte candidats qualificats amb historial delictiu, d'acord amb la legislació local, estatal i federal aplicable. Podem fer servir la teva informació per mantenir la seguretat de Facebook, dels seus empleats i d’altres segons ho requereixi o ho permeti la llei. Pots consultar la Política de transparència salarial de Facebook i l'avís sobre igualtat d'oportunitats de feina Equal Employment Opportunity is the Law fent clic als enllaços corresponents. A més, WhatsApp participa en el programa E-Verify en algunes ubicacions, tal i com ho requereix la llei.
WhatsApp es compromet a proporcionar l'acomodament raonable per als candidats amb discapacitats durant el procés de contractació. Si necessites assistència o acomodament degut a una discapacitat, fes-nos-ho saber a accommodations-ext@fb.com .