Global Quality Operations Manager, WhatsApp

WhatsApp is a fast, simple, and reliable way to communicate with 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 hugely passionate about solving people's issues and are 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.

Our Quality team is a global team that supports Customer Operations in driving Quality performance across a global and scaled vendor network, driving root cause, insights, and accountability across external parties (vendors) and internal stakeholders. The team is also responsible for implementing new and more effective Quality systems and ongoing process improvements.

The Quality Ops Manager will be responsible for managing and providing direction to a high-performing team of individual contributors. They will help shape the team's long-term vision, devise and drive global goals, and identify opportunities to drive change that enables our strategic goals.

Successful candidates will have proven experience operating in ambiguity, navigating intense amounts of change, are passionate about customer and Trust & Safety support in a fast and volatile set up, and excel in building partnerships to achieve Quality solutions that meet today's and long-term business needs (including the future of AI).Global Quality Operations Manager, WhatsApp Responsibilities

• Shape the team vision, establish the team portfolio, and work with direct reports and leaders across the organization on strategies for executing, measuring progress, and sharing results.
• Provide mentorship, technical guidance, and career development to members of your team.
• Lead and enable a high-performing team to deliver on goals by providing 1:1 guidance and support and enabling effective, more scalable solutions.
• Work with the team to deliver projects and programs that conform with commitments to product needs that meet and exceed customer and regulatory requirements.
• Work with global cross-functional teams to implement next-generation scalable solutions and influence strategy to bring the business forward.
• Demonstrate to effectively zoom in and out to address near-term business needs as well as setting a long-term strategy serving customer operations and vendors.
• Facilitate and influence discussion and coordination among operational stakeholders across the company to manage all existing resources in the most effective way.
• Communicate prioritization and trade-off operational decisions to the broader cross-functional team to drive consensus and ensure that those decisions are properly implemented.
• Drive accountability across functions to ensure solutions are delivering what's intended. Predict roadblocks and obstacles, establishing meetings or integration points between teams.
• Prioritize competing needs with good reasoning and solutions.
• Provide thought leadership regarding project/program management best practices and systematically mature governance, success measurement, and continuous improvement processes with cross-functional teams at a global level.
• Advocate for our Vendor Partners, partnering with global and cross-functional teams to develop Quality solutions.

Minimum Qualifications

• 8+ years experience in support operations or in a technical, Quality program management, Quality consultancy, operations, or similar strategic space.
• Proven track record of successfully creating and managing a highly successful, engaged, and performing team.
• Strategic thinker with analytical and problem-solving capabilities.
• Demonstrated experience building relationships and influencing globally across functional teams.
• Experience communicating to a variety of audiences.
• Experience prioritizing and managing multiple priorities simultaneously.
• Experience with operational teams, customer support, outsourcing/BPOs.

About MetaMeta 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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