Scams Project Manager, Integrity Operations WhatsApp

WhatsApp is a fast, simple and reliable way to connect with 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 helps people connect and share no matter where they are in the world. 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.The Integrity Operations team at WhatsApp is dedicated to ensure that those users have a safe, secure and high-quality experience. We are responsible for educating and protecting our users from unwanted messages, adversary attacks like phishing attempts, and activity that could lead to real world harm. We work with our product and engineer partners to identify patterns and behavior using internal tools to alleviate attacks and other infractions.

• Execute the Scams operational and measurement strategy, driving cross-functional collaboration and ensuring the completion of the operations roadmap across product, policy, process, systems, and data/analytics. Maintain a continuous focus on driving operational improvements.
• Manage day-to-day User Trust Operations through vendor engagement and process improvement, to improve quality and efficiency outputs.
• Proactively analyze operational data to identify trends, opportunities, and anticipate future business needs. Collaborate cross-functionally to develop and implement solutions based on the analysis.
• Effectively plan, manage, and execute complex projects from ideation to completion, pushing the boundaries and envisioning the future of this area of the business to further our mission.
• Participate in on-call emergency escalation rotation as well as after-hours and weekend duty when necessary.
• Develop an end-to-end understanding of fraud and scams and how it affects our community.
• Be a subject matter expert for the company, and maintain expertise by regularly performing operational core work, handling escalations and quality audits.

• Experience in a role involving strategic/analytical initiatives (operations, project management, Quality, Process Optimization experience).
• Experience operating in and delivering results in an ambiguous environment.
• Experience with strategic, analytical and creative evaluation and problem solving.
• Experience building connections with cross-functional partners and team members through effective communication and collaboration, and in delivering results in a goal-oriented environment.

• Experience in Trust & Safety, Integrity or Operations preferred.
• Experience managing projects or process improvements.
• Experience engaging with Vendor Management partner teams to drive collaboration and efficiency.