Market Manager, WhatsApp Customer Operations, LATAM

    • Menlo Park, CA

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.

  • Lead and enable a high-performing team across-time zones to deliver on operational goals by providing mentorship and guidance
  • Promote a collaborative team culture that is passionate about the user experience and sustainable business practices
  • Foster an environment of collaboration with cross-functional partners
  • Build and maintain partnerships with cross-site teams
  • Ensure operational KPIs across all market operations are met
  • Establish team goals and work with direct reports on strategies for executing, tracking progress and sharing results
  • Provide oversight and help team deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to drive innovative support solutions
  • Identify actionable market insights, suggest recommendations, and influence team strategy through effective communication and influence
  • Advocate for users within their market, while also partnering with global and cross-functional teams to develop global solutions
  • Oversee the creation of risk mitigation strategies for local events
  • BA/BS degree
  • 4+ years of experience in an operations environment - technical customer support, product operations
  • 2+ years of direct people management experience, including managing leaders and managing remotely across multiple sites
  • Proven track record of attracting, scaling and developing teams
  • Customer experience thought leadership: Strategic thinker with proven track record of transforming operations to improve the customer experience through innovation
  • Communication: Experience articulating and maintaining composure
  • Bilingual, proficiency in additional language(s)
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.


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