The Customer Operations Team is seeking a Quality Operations Program Manager, who is enjoys driving continuous improvements to our customer experience. We are looking for a passionate problem solver to develop a broad understanding of WhatsApp’s customer operations and understand where our people, processes, and systems need to improve in order to give help to the people who need it most.
As a Quality Operations Program Manager, you’ll work closely with cross-functional partners, subject matter experts, and operations managers to ensure our global Customer Operations team is delivering customer/Trust & Safety support. This includes understanding ticket interactions, identifying defects, spotting trends, developing improvement recommendations, and working with business partners to deploy your recommendations.Quality Operations Program Manager Responsibilities
- Conduct current-state assessment of business processes and drive metric improvements, standardization of processes across programs. Report and resolve top quality issues impacting the organization.
- Manage large-scale, complex projects and programs that span across operations and quality. Launch/maintain quality programs for new products and new support sites (vendor locations). Develop and deliver measurement, metrics and impact of all launches, monitoring in collaboration with other teams.
- Cultivate relationships, prioritize and maintain continuous alignment with your stakeholders and drive accountability, produce high quality deliverables (for yourself and your project stakeholders)
- Design, build, and improve internal / external quality processes and systems that contribute to operational expertise and scalability. Be experienced to influence quality cross-functional teams on operational strategies & best practices.
- Be a champion of change management. Communicate clearly the progress of initiatives to internal and external stakeholders, including synthesizing feedback and adjusting plans accordingly.
- Work across multiple vendor locations and operating models
- with the goal of driving results leveraging multiple tiers of quality evaluators (vendors, audit of auditors, etc).
- 5+ years of proven Project Management experience leading data-driven projects and communicating the results of analysis and insights to technical and non-technical audiences.
- 4+ years of experience with Excel (PivotTable, Charts, Statistical functions) and leveraging data visualization tools (Tableau, Power BI).
- Experience with building relationships with global cross-functional teams with ease, delivering impact consistently through seamless communication, influencing teams towards achieving goals.
- Experience with a rapidly-changing environment with a goal-oriented approach.
- Experience with operating effectively both at a tactical and strategic level.
- Experience with customer support and accountability frameworks.
- 5+ years of experience initiating and driving projects to completion with minimal guidance.
- 5+ years of proven program or process management experience, preferably in the Trust & Safety or Quality space.
- Experience working in a technology company or IT consulting firm.
- Experience with complex process design, implementation and improvement.
$110,000/year to $158,000/year + bonus + equity + benefits
Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.
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