Payments Business Analyst, WhatsApp
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.
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. Payment Operations is a fast growing function within WhatsApp. We are seeking a strong business support analyst in the payments team sitting within Customer Operations to drive our customer support experiences in Brazil.
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Responsibilities
- Work across WhatsApp and Facebook cross-functional teams and external partners to design and implement robust Payments customer support experiences for our users
- Conduct external research to ensure an optimized and benchmarked support experience for Payments. Collaborate for insights around the payments support ecosystem to Product Management, Engineering, and other cross-functional partners
- Support the payments customer experience in a wide variety of workflows including multi-channel customer correspondence, user journeys, policies and compliance, reporting & analytics, tool & infrastructure development, new product testing, support and vendor management
- Design, plan and project manage operational readiness for regional launches across Customer Operations and cross-functional teams (design, engineering, legal, risk, vendor management, infra, training, content, risk, data etc.
- Process analysis and design for upcoming payment launches working closely with product, engineering, and internal community operations stakeholders
- Act as a subject matter expert for incoming questions from teams across our family of apps on Commerce, Customer Support, and Operations
- Coordinate data and tooling requirements for launches and work with infrastructure and tooling teams to prioritize and roadmap these requirements
- Work directly with users and provide scaled support to resolve their issues, identify user trends, and work with cross-functional partners to resolve issues
- Utilize problem solving skills to resolve large and complex business problems
- Be an escalation point for life support of vendor teams dealing with commerce issues
- Rollout and incubate new support processes and workflows, and leverage analytics and automation to build business cases and continuously improve processes
- Design, manage & continuously improve KPIs and measure success across key commerce processes
- Gather, analyze and use relevant data to develop ways to improve the overall commerce support experience
Minimum Qualification
- 5+ years of work experience in relevant payments, Fintech or operations fields
- Experience with managing projects relating to process design, driving efficiencies, identifying gaps and implementing improvements
- Experience with analytical problem solving of business operational challenges
- Experience with relationship building and collaborating with a diverse, global, cross-functional team
- Demonstrated experience working with ambiguity, adapting and learning new skill sets, and creating a solid understanding of operational challenges
- Independent and thorough in examination and analysis, along with being consensus-building and results-oriented
- Communication skills and demonstrated experience as an open, collaborative and proven team player
- Organizational and time management skills
- Fluent in Brazilian Portuguese and English Local language, with experience in the Brazilian market
Preferred Qualification
- Experience in process excellence for payments platforms/industry
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