OPERATIONS

WhatsApp Operations’ mission is to make each user feel like WhatsApp was made for them. WhatsApp 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 keen to solve people’s issues, and are advocates for WhatsApp users.WhatsApp is looking for a full-time team member to join the Operations’ team. We value both 1:1 interactions with users and driving solutions at scale, and we count on Support Experience Engineers to build our tooling in order to balance these needs.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in Computer Science, Computer Engineering, relevant technical field, or equivalent practical experience
• BA / BS degree in Engineering, Computer Science or related field or international equivalent
• 4+ years of programming experience
• 4+ years of project management experience communicating with people at all levels (internal and external)
• Analytical-thinking and problem-solving experience
• Experience working across global teams, solving problems and designing business operations from scratch
• Experience communicating with cross-functional partners (both technical and non-technical audiences)

PREFERRED QUALIFICATIONS

• Experience partnering with, clients and customers to drive positive impact across a global team
• Experience with customer support/operations software-oriented projects
• Experience working in a technology company, consulting firm or equivalent environment
• Experience with internal tool development incorporating work force management tools and bug management
• Experience with process change management or process improvement
• Experience consistently working under your own initiative, seeking feedback and input where appropriate
• Demonstrated experience with time management and multitasking
  For those who live in or expect to work from California if hired for this position.

• Extend our support platform and internal tools by building workflows and high-quality tools that enable operations to scale
• Code using primarily PHP/Hack and JavaScript/React
• Guide design and code reviews
• 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 extensively with our cross-functional stakeholders like engineering, product management, legal, partnerships, business development and marketing
• Drive and measure tool health, while supporting bug and incident management processes
• 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