Support Experience Engineering Manager - WhatsApp Customer Operations

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 2 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. People interact with businesses on WhatsApp every day. We're working to make that even easier - so everyone on WhatsApp can find the local businesses they need. WhatsApp Customer Operations' mission is to make each user feel like WhatsApp was made for them. WhatsApp Customer Operations' focus is on supporting our users through both direct support interactions as well as scalable solutions, and on improving the health of our products by helping people understand how to use them. Those who join our teams are very passionate about solving people's issues, and are strong advocates for WhatsApp users. WhatsApp is looking for a full-time team member to join the Customer Operations' team. We are seeking talented engineering leaders to join our Support Experience Engineering team to build our tooling in order to drive solutions at scale. As a Support Experience Engineering Manager, you will be responsible for managing a talented team of software engineers and project managers.

Required Skills

  • Be both highly technical and an effective people manager by leading a team of engineers and project managers.
  • Extend our support platform and internal tools by supporting the build of workflows and high-quality tools that enable operations to scale.
  • Measure the impact of your team and set clear expectations and goals.
  • Provide technical leadership and guidance to both your team members and your project peers.
  • Use software engineering skill sets to drive meaningful business impact by looking at problems through an operational lens.
  • Business case development to support new and improved processes for consumers, businesses and partners that leverage our products.
  • Work with cross functional teams to deliver high impact results.
  • Actively own and drive the team's professional development.
  • Communicate and collaborate cross-functionally to align priorities with stakeholders across WhatsApp and influence organizational roadmaps.
  • Gather, analyze and utilize relevant data to develop ways to improve the overall support experience.
  • Regularly frames issues and considers issues within the larger scope and goal of the team and translates them into actionable insights that have key business impact.
  • Drives strategic decisions to promote the growth of sub-team(s) being lead or are part of (market, platform, etc.).
  • Proactively and independently analyzes information to identify specific trends/opportunities, recommends appropriate and relevant tactical improvements, anticipating future business needs.
  • Regularly coaches others through projects and/or initiatives, from initial problem scoping, to methodology and project management.
  • Confidently and constructively challenges priorities and/or the direction of a certain project. Identifies areas where we can pause or stop pieces of work and/or re- prioritize resources.
  • Makes informed decisions and recommendations based on the reprioritization of competing needs.
  • Demonstrates thought leadership of a functional area (market, platform, etc.).
  • Pushes the boundaries and thinking of what the future for this area of the business may look like.
  • Gradually becomes recognized and known as an expert across the global team and company on a particular topic.
  • Becomes more resourceful to gain knowledge of other areas (for example, by partnering with other cross-functional teams in WhatsApp and shares this knowledge across the team.
  • Leads and completes several concurrent complex projects. Provides guidance to other members of the team on their projects.
  • Overcomes roadblocks and/or escalates issues as they arise.
  • Independently thinks through execution from end to end, and uses judgment to understand how actions may impact other stakeholders and communicates in advance.
  • Participates in interviewing and hiring decision making through understanding of team growth goals, both for skill-sets needed and company cultural growth.
  • Efficiently runs an area/project that involves a small team and/or cross-functional partners.
  • Contributes effectively in decision-making meetings with other managers and team leads by providing thoughtful ideas and proposals on matters of importance.
  • Regularly articulates business goals and hurdles in an effective way for the team, providing context and rationales for key decisions.
  • Quickly builds trust in high pressure/firedrill situations.
  • Motivates and unites the team to achieve common goals.
  • Consistently delivers constructive feedback to peers in a way that strengthens relationships and enables projects to advance more quickly.
  • Adept at building and nurturing strong cross-functional relationships.
  • Proactively creates an atmosphere where team members continue to strive to contribute to the Customer Operations team.
  • Coaches and mentors others on the team.
  • Guides strategy within the specific vertical(s) or team(s) that they lead or are part of.
  • Proactively creates an atmosphere where team members want to work with them.
  • Demonstrates leadership by facilitating communication of the team with cross functional teams/partners.
  • Manages a small team effectively, ensuring that team members have a clear understanding of what's expected (e.g. roadmaps, personal goals) and works with each individual on their own development plans.
  • Demonstrates strong leadership at a global level, acts as a resource, go-to Point Of Contact, and mentor to others.
  • Leads through others by removing obstacles, positioning them for success.
  • Understands and appreciates perspectives from different teams and different types of people.
  • Aligns team members with opportunities that allow them to do what they do best everyday.
  • Effectively has crucial conversations to address people development needs and manage direct reports through disciplinary situations.
  • Promotes a sense of accountability, collaboration, team work and proactivity amongst direct reports.
  • Partners with other managers to ensure there is clear and consistent communication across the team, especially when this concerns team goals and expectations.


Minimum Qualification

  • BA/BSc degree in Engineering, Computer Science or related field or international equivalent.
  • 5+ years of experience in Software Development.
  • Programming skills in one or more of the following languages: Java, PHP, Objective-C, Python and Ruby.
  • Technical background and proven management experience leading high calibre teams.
  • Experience with writing and debugging code.
  • Analytical-thinking and problem-solving experience.
  • Experience working across a global multicultural and multilingual team, solving problems and designing business operations from scratch.
  • Experience communicating with cross-functional partners (both technical and non-technical audiences).


Preferred Qualification

  • Software engineering experience in React, GraphQL, Relay or similar technologies.
  • Experience working autonomously and prioritizing work with minimal input.
  • Proven experience collaborating and communicating across a global team.
  • Experience with internal tool development incorporating WFM capabilities and bug management.
  • Experience with customer support/operations software-oriented projects.
  • Knowledgeable in driving solutions for global operational teams.
  • Time management and multitasking skills.
  • Experience with process change management or process improvement.
  • Experience working in a technology company, consulting firm or equivalent fast-paced environment.


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.