Content Operations Manager

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.

Summary

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.

We are looking for a passionate leader with a strong background in web and mobile content to evolve the customer experience for WhatsApp Messenger and Business users around the world. You will manage a team responsible for creating and managing high-quality educational and support content at scale for users who visit our Help Center or contact us for support. This role requires you to develop and drive strategies that create delightful customer support experiences at scale, work closely with cross-functional stakeholders, and strong analytical skills.

Required Skills

  • Manage a team of Content Strategists that create and manage educational and support content for our Help Center, support channels, and other delivery channels
  • Help manage team operations, including developing new processes and workflows to increase efficiency, keep the team nimble, and drive quality standards
  • Understand the global content lifecycle and partner with our cross-functional partners to deliver delightful customer experiences
  • Specify requirements for the technological systems and tools required to support the content strategy and partner with engineering teams to build required tools and systems
  • Use data and research to evaluate the impact of content, and push for continuous improvement that shows real business results
  • Coach team members to increase their impact, develop their strengths, and grow their careers
  • Role requires 10 - 20% travel


Minimum Qualification

  • 6+ years of leadership experience in Operations, with an expertise in the content strategy domain
  • 2+ years of people management experience
  • Experience working directly with Operations and/or Customer Support teams and demonstrated understanding of the scaled support challenges faced in these environments
  • Proven track record of collaborating with and leading cross-functional groups, especially product, marketing, and legal teams, to produce meaningful results
  • Experience in using data and measurement to influence content strategies and solutions
  • Experience with content management systems
  • Demonstrated experience solving complex and diverse business problems
  • Proven experience creating a culture of collaboration and a team-first environment


Preferred Qualification

  • Demonstrated experience managing and growing global teams
  • Experience with communication to senior leadership


EOE

Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.