WhatsApp Market Manager, India
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. 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. This is a full-time position based in our Hyderabad office.
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Responsibilities
- Hire, lead, and enable a high-performing team to deliver on operational goals by providing 1:1 support, while also providing guidance on how to properly scale operations.
- Develop, implement, and reinforce meaningful KPIs across market operations in areas such as ticket processing, automation & routing, project management across areas such as quality, process improvement, reporting, insights and research.
- Create/track team goals and work with direct reports on strategies for executing, measuring progress, and communicating updates to stakeholders.
- Provide oversight and help team deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams.
- Identify actionable market insights in your region, suggest recommendations, and influence team strategy through effective communication and cross-functional collaboration.
- Work with your team and global cross-functional teams to advocate for users across different markets.
Minimum Qualification
- 8+ years of experience in an operations environment
- 2+ years of direct people management experience, including managing leaders and managing remotely across multiple sites with proven track record of attracting and scaling teams
- Experience with strategic thinking and thought leadership, as you will be responsible for transforming operations to improve customer experience through innovation and championing the customer
- Experience articulating and maintaining composure while communicating
Preferred Qualification
- BA/BS degree or equivalent experience
- 4+ years of in country experience (living or full immersion in India) within the last 10 years
- Fluency in Hindi and Bengali or Marathi is preferred to translate and appreciate language nuances on our platform
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