Global Quality Operations Manager, WhatsAppDublin, 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.
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.
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.
WhatsApp's Customer Operations focus is to delight every user by providing a best-in-class experience.
Our Quality team supports Customer Operations in driving Quality performance across a global vendor network, driving root cause, insights, and accountability across external parties and internal stakeholders.
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.
ResponsibilitiesShape 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, 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.Facilitate and influence discussion and coordination among operational stakeholders across the company.Communicate prioritization and trade-off operational decisions to the broader cross-functional team.Drive accountability across functions to ensure solutions are delivering what's intended.Prioritize competing needs with good reasoning and solutions.Provide thought leadership regarding project/program management best practices.Advocate for our Vendor Partners, partnering with global and cross-functional teams to develop Quality solutions.Minimum Requirements8+ 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.
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