Technology

WhatsApp Inc

Website
Technology

WhatsApp Inc

Website

About us

WhatsApp Inc

WhatsApp is a fast, simple and reliable way to talk to anyone in the world. More than 2 billion people across 180+ countries use WhatsApp to stay in touch with friends and family, anytime and anywhere.

WhatsApp is a fast, simple and reliable way to talk to anyone in the world. More than 2 billion people across 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. For many people in the world WhatsApp is a lifeline. We're looking for engineers, designers, researchers, product managers, technical program managers, customer ops, consumer marketing, and more. Come join our teams and make impact at scale.

WhatsApp started as an alternative to SMS. Our product now supports sending and receiving a variety of media: text, photos, videos, documents, and location, as well as voice calls. Our messages and calls are secured with end-to-end encryption, meaning that no third party including WhatsApp can read or listen to them. Behind every product decision is our desire to let people communicate anywhere in the world without barriers. WhatsApp was founded by Jan Koum and Brian Acton who had previously spent 20 years combined at Yahoo. WhatsApp joined Facebook in 2014, but continues to operate as a separate app with a laser focus on building a messaging service that works fast and reliably anywhere in the world.

Our work culture

At Facebook and WhatsApp, you'll have the opportunity to work with great people, tackle big challenges, and make a real impact – while being your unique, authentic self at work. Supporting our employees is a core part of how we do business. From our generous benefits to our robust diversity programs, we're focused on empowering all our employees – from people of color and LGBTQ employees to veterans and the differently abled – to live life to the fullest and bring their best selves to work, each and every day. We're proud of our supportive and inclusive culture and are dedicated to making Facebook and WhatsApp welcoming to everyone who comes to work with us.

At Facebook and WhatsApp, you'll have the opportunity to work with great people, tackle big challenges, and make a real impact – while being your unique, authentic self at work. Supporting our employees is a core part of how we do business. From our generous benefits to our robust diversity programs, we're focused on empowering all our employees – from people of color and LGBTQ employees to veterans and the differently abled – to live life to the fullest and bring their best selves to work, each and every day. We're proud of our supportive and inclusive culture and are dedicated to making Facebook and WhatsApp welcoming to everyone who comes to work with us.

The four core values at WhatsApp explain how work is done to work towards our mission of connecting the world privately.    

  • Think Globally
  • Be relentlessly focused
  • Prioritize quality
  • Make highly principled decisions  

To learn more about our culture at WhatsApp and Facebook, check out these resources:

Option to work from home
Option to work from home
Sign language interpreters
Sign language interpreters
Allow a self-paced workload
Allow a self-paced workload
Service animals allowed
Service animals allowed
Provide an ergonomic workstation
Provide an ergonomic workstation
Accessible parking spot
Accessible parking spot
Ramp and/or elevator
Ramp and/or elevator
Flexible work and leave schedule
Flexible work and leave schedule
Accessible restroom
Accessible restroom
Sensitivity training for coworkers
Sensitivity training for coworkers
Accessible computer software
Accessible computer software
On-site counseling
On-site counseling
Screen reader software
Screen reader software
Fragrance-free workplace
Fragrance-free workplace

Our open positions

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Software Engineer, Developer Tooling

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.

Our team’s mission is to build the development tools, frameworks and infrastructure that allow WhatsApp’s Server engineers to efficiently and reliably deliver their code. We focus on making the Erlang development experience as delightful as it can be. Achieving our goals means collaborating with the open-source community to identify and deliver tooling that benefits the whole ecosystem. We adopt shift-left principles and bring signals closer to development workflows. We believe that you can’t improve what you can’t measure. Therefore we strive for metrics and work hard to move them in the right direction.

Responsibilities

  • Identify improvement opportunities and validate your assumptions
  • Engage with cross-functional development teams and external communities
  • Provide guidance on systems, tools, frameworks and libraries that we support
  • Implement your solutions and drive adoption

Minimum Qualification

  • Experience in developer tooling or development productivity
  • Experience with build systems

Preferred Qualification

  • Continuous integration
  • Programming language verification (static and dynamic analysis)
  • Testing infrastructure (unit, integration, end-to-end, services, randomised, property-based)
  • Versed in the Erlang ecosystem
  • Quantitative and probabilistic analysis
  • Experience in open sourcing, publishing and disseminating (at industry or academic venues) advancements in the aforementioned area.
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Business Product Marketing Manager, SMB & Commerce

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 2 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 is seeking an exceptional individual to serve as Product Marketing Manager for our business (WhatsApp Business app) and commerce products used by millions of small businesses . If you are a leader who has demonstrated experience in business and product strategy and commercialization, has an empathy for both consumers and businesses, has a strong bias for action and rolling up your sleeves to get things done, and wants to unlock the potential of WhatsApp to serve millions of businesses, we would be excited to hear from you. In this role, you will be expected to identify key market requirements/opportunities, manage our go-to-market plans and coordinate cross-functional teams to bring great solutions to businesses and the community. You will do this in close partnership with several other functions, including Product Management, Engineering, PR, Legal, Research, etc. and report to WhatsApp’s SMB & Commerce Lead.

Responsibilities

  • Lead development, socialization, and execution of global, comprehensive go-to-market strategies for product policies and strategies for the WhatsApp Business app and Commerce features
  • Drive inbound product marketing through industry research, competitive analysis, quantitative analysis, and structured qualitative feedback from businesses through direct engagement
  • Distill and surface market feedback from various channels to product teams for new and existing WhatsApp Business app and Commerce products/policies
  • Drive go-to-market strategy and execution: Test and launch new products in market through alphas/betas, product positioning and messaging, launch strategy, and scaled adoption
  • Guide a global cross-functional team including PR/Communications, to launch products in the market and drive product adoption
  • Communicate large-scale concepts including leadership briefings and manage high priority fast moving decisions

Minimum Qualification

  • 8+ years experience in a fast-paced corporate environment
  • 5+ years work experience in technology or internet technology, digital marketing, product development, and/or strategy consulting
  • Experience as an analytical, data driven decision-maker
  • Experience working in a cross-functional environment

Preferred Qualification

  • MBA
  • Experience working with businesses in emerging markets
  • Demonstrated experience partnering with Product Management and Engineering teams
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Product Marketing Lead, Privacy

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.

As a product marketer, you will be responsible for sharing consumer insights with the cross functional team to help WhatsApp build products that protect people’s privacy and security. In this role, you will be expected to be a key thought leader within the organization on topics like end-to-end encryption and keep track of and stay one step ahead of our competitors. You will work with our Product, Policy, Privacy, Legal, Communications and Partnerships teams to ensure all efforts are aligned from inception to launch and beyond — and communicated clearly and with empathy to all key stakeholders.

Someone in this role will need to clearly communicate complex ideas while flawlessly managing every step of a launch. You'll be expected to push the boundaries of what's possible in marketing, while sharing in our healthy obsession for quality.

Responsibilities

  • Develop the strategy, key messages and rollout plan for all of WhatsApp’s most sensitive launches impacting privacy and policy initiatives
  • Demonstrate confidence, judgement, and excellent execution on fast-moving projects
  • Be comfortable working side-by-side with leaders in the company for key launches and announcements
  • Help design the best product experiences with engineering, product management and design teams
  • Launch new WhatsApp features and highlight our narrative through press, policy makers
  • Deepen our understanding of demographic and international audiences
  • Identify product needs and emerging trends in the privacy, security, and encryption

Minimum Qualification

  • 8+ years of experience in product marketing and/or marketing, product management, or business experience
  • Experience with product launches (including mobile) and consumer campaigns
  • Project management experience
  • Experience working with a variety of internal teams and stakeholders to understand and solve problems

Preferred Qualification

  • Experience working as a PMM on a technical product that impacts policy, privacy, or security
  • Experience working on privacy policy workstreams
  • Experience in technology, startups, or consumer mobile app space
Apply Now
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WhatsApp Market Manager, Brazil

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.

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. Proven track record of attracting, scaling
  • Customer experience thought leadership: Strategic thinker with proven track record of transforming operations to improve the 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 Brazil) within the last 10 years
  • Bilingual, proficiency in Portuguese
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Operations Experience Engineer

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 2 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. People interact with businesses on WhatsApp every day. We’re working to make that even easier – so everyone on WhatsApp can find the local businesses they need. 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. WhatsApp is looking for a full-time team member to join the Customer Operations' team. We value both 1:1 interactions with users and driving solutions at scale, and we count on Operations Experience Engineers to build our tooling in order to balance these needs.

Responsibilities

  • Extend our support platform and internal tools by building workflows and high-quality tools that enable operations to scale, coding primarily PHP/Hack and JavaScript/React
  • Drive and measure tool health, while supporting bug and incident management processes through design and code reviews
  • Use software engineering skill sets to drive meaningful business impact by looking at problems through an operational lens
  • Develop business cases to support new and improved processes for consumers, businesses, and partners that leverage our products, pushing the boundaries and thinking of what the future for this area of the business may look like
  • Lead and complete concurrent complex projects, providing guidance to other members of the team on their projects
  • Communicate and collaborate with cross-functional partners to align priorities with stakeholders across WhatsApp, influencing organizational roadmaps
  • Effectively contribute in decision-making meetings with other managers and team leads through providing thoughtful ideas and proposals on matters of importance while building trust in high pressure/fire-drill situations
  • Independently gather and analyze information based on data to identify specific trends/opportunities, making appropriate recommendations through anticipating future business needs that improve the overall support experience, sharing knowledge across the team
  • Regularly frame and consider issues within the larger scope and goals of the team, creating actionable insights or tasks that have key business impact
  • Independently think through end-to-end execution, using judgment to understand how actions may impact other stakeholders and communicate in advance
  • Demonstrate thought-leadership to help drive strategic decisions that promote growth within the team, organization, and cross-functional teams
  • Confidently and constructively challenges priorities and/or the direction of a certain project
  • identifying areas where we can pause, remove roadblocks, stop pieces of work, and/or re-prioritize resources
  • Regularly coach others through projects and/or initiatives, from initial problem scoping, to methodology and project management through being known as an expert across the global team and company on a particular topic
  • Participate in interviewing and hiring decision making through understanding of team growth goals, both for current and future strategy
  • Consistently deliver constructive feedback to peers in a way that strengthens relationships and enables projects to advance more quickly while motivating and uniting the team to achieve common goals
  • Proactively creates an atmosphere where team members continue to strive to contribute to the Customer Operations team and our Engineering Partner teams

Minimum Qualification

  • BA/BSc 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 a global multicultural and multilingual team, solving problems and designing business operations from scratch
  • Experience communicating with cross-functional partners (both technical and non-technical audiences)

Preferred Qualification

  • Experience working autonomously and prioritize work with minimal input
  • Experience collaborating and communicating across a global team
  • Experience with internal tool development incorporating WFM capabilities and bug management
  • Experience with customer support/operations software-oriented projects
  • Knowledgeable in driving solutions for global operational teams
  • Time management and multitasking experience
  • Experience with process change management or process improvement
  • Experience working in a technology company, consulting firm or equivalent fast-paced environment
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Localization Project Manager

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 1.5 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. Languages are key to the Customer Operations mission to “Make each user feel like WhatsApp is built for them”. The Localization teams strive to make sure WhatsApp feels like a local product, by ensuring it’s available and high quality in up to 60 languages. As a Localization Project Manager, you will play a key role in shaping and delivering a great user experience to our international audience. You will gain experience and make an impact in a fast-growing organization.

Responsibilities

  • Engage and build relationships with global cross-functional teams and stakeholders (Product, Engineering, Marketing, Content etc.) to evangelize localization and internationalization best practices and launch high-quality localized products, marketing and educational content
  • Plan and manage localization schedules for multiple projects at a time, collaborate cross-functionally to define requirements and manage timelines. Provide reference material, training and support for internal and vendor localizers
  • Shape the creation and drive the execution of Product and Launch readiness practices that include localization upstream across the company
  • Design and implement efficient and scalable end-to-end localization frameworks for multiple products and diverse content types
  • Drive initiatives to foster innovation in the team on strategic areas such as internationalization, data, localization testing, quality, tools, training and process optimization
  • Analyze current pain points in workflows and tools, provide recommendations and implement scalable solutions
  • Analyze basic operational data, and create dashboards that can be used to make business decisions

Minimum Qualification

  • BA/BS or equivalent 4-year university degree
  • 3+ years of localization project/ program management experience
  • Experience with localization platforms, file formats and CAT tools – such as SDL Trados Studio, Idiom WorldServer, Memsource or any similar in-house localization tools and platform that manages and/or automates the translation workflow
  • Strong communication skills, experience working across time zones, cultures and with diverse stakeholders
  • Experience prioritizing and managing multiple projects simultaneously in a fast-paced environment
  • Demonstrated knowledge of internationalization and localization standards, and localization testing best practices

Preferred Qualification

  • 5+ years equivalent work experience in translation, localization, internationalization, QA testing
  • Experience with localization and testing of mobile and web-based applications
  • Experience with marketing, creative and multimedia content localization
  • Experience with multilingual SEO
  • Hands-on experience with project set-up, assignment and tracking within Memsource for large and complex projects
  • Knowledge of additional languages other than English
Apply Now
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Language Managers, Manager

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. We are looking for a Manager to manage a team of Language Managers. We want Language Managers to develop strong opinions and points of view about how WhatsApp needs to address users in their markets of expertise; to truly localize for them. This role needs to foster that type of ownership in each Language Manager.

Responsibilities

  • Provide mentorship, guidance and career development to a team of Language Managers responsible for the localization of WhatsApp content for our top markets.
  • Craft expectations and goals for the Language Managers team that drive alignment with the Localization Team's and WhatsApp's missions.
  • Develop and implement meaningful KPIs.
  • Provide support in navigating change as Localization processes, tools and the company's business needs evolve.
  • Work with peer leaders within the Customer Operations team to ensure collaboration and transparency across verticals.
  • Develop a strong partnership with the Market team to ensure close collaboration and knowledge transfer.
  • Evangelize localization best practices with cross-functional partners.
  • Raise awareness of and teach them about localization processes, requirements and timelines.
  • Work closely with the Content and Localization team to improve upon existing quality standards.
  • Ensure the Language Managers address localization challenges that pertain to style, consistency, and user experience in their respective languages.
  • Work collaboratively with peers in global offices and with our localization vendor.
  • Ensure that Language Managers across geographies work together as a cohesive team that provides consistent quality in line with the company's mission.
  • Build empathy and passion for user experience in international markets.
  • Be an internal advocate for the global WhatsApp user base.
  • Challenge Language Managers to always dig deeper.

Minimum Qualification

  • 2+ years of people management experience
  • 3+ years of experience in software localization, translation, QA testing
  • Experience leading a team of translators, LQA testers or localizers
  • Localization thought leadership experience: track record of managing localization processes to deliver on localization-related projects to clients/stakeholders through innovation and continuous improvement
  • Demonstrated experience in evangelizing and teaching localization best practices and processes to a variety of stakeholders

Preferred Qualification

  • M.A. in Translation, Linguistics, or similar field of study
  • Experience with localization platforms, file formats and CAT tools that manage and/or automate the translation workflow
  • 5+ years of relevant experience in software localization, QA testing, linguistic quality management
  • Demonstrated knowledge of internationalization and localization processes, standards and current trends
  • Bilingual in English and a foreign language
Apply Now
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WhatsApp Associate General Counsel (Data Protection) - Product

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 the world's fastest growing communication service with over 2 billion active users globally. We help bring friends, families, communities, sport groups, clubs and millions of others together, and are just getting started. We are looking for the best individuals to help grow and support this incredible community of users. WhatsApp is seeking a highly motivated and experienced team player to serve as Associate General Counsel, Product on WhatsApp Ireland’s Data Protection Team, based in our European headquarters in Dublin. The role is a great opportunity for any candidate who is keen to tackle some of today’s toughest and important legal challenges in this cutting-edge area of law. You must have flexibility to adapt to changing priorities and organisational needs. In addition, you must have the ability to operate independently in a fast-paced, small but growing environment. The role will focus on providing strategic and tactical legal counselling to internal legal, product, operations, and business teams in order to identify and mitigate legal risks in all phases of product development. The ideal candidate will have experience advising on GDPR, ePrivacy, telco laws and general privacy regulatory compliance in respect of cutting-edge products, good judgment, a strong work ethic, and a keen interest in learning about new technologies. WhatsApp welcomes applications from the widest range of individuals eligible to apply and particularly encourages applications from those who would increase the diversity of the company.

Responsibilities

  • Analyse products, policies and initiatives to provide practical legal advice and risk mitigation strategies for products across multiple jurisdictions
  • Monitor and respond to developments in data protection and information security (i.e., new laws, regulations, important judgements, regulatory guidance, etc.)
  • Work with wider legal team on EMEA regulatory and litigation matters
  • Provide policy, legal, product, engineering, and other business teams with legal advice on data protection laws and regulations
  • Liaise with regulators and outside counsel

Minimum Qualification

  • Solicitor or Barrister (qualified to practice law in at least one European jurisdiction)
  • Minimum of 8 years of relevant legal experience, including at a law firm, a data protection or other relevant authority, or in-house (applicable litigation, regulatory or more general product counselling experience will be considered)
  • In-depth knowledge of legal issues in the area of messaging services and other online platforms including an excellent understanding of data protection laws and in particular of GDPR and ePrivacy
  • Excellent problem-solving, written and oral communication and interpersonal skills

Preferred Qualification

  • Experience working directly with European data protection authorities
  • Experience working with mobile, application development, social networking, online advertising, machine learning, or other internet technologies
  • Demonstrated ability to work independently in a fast-paced environment and provide pragmatic and considered advice under tight deadlines
  • Knowledge of, or fluency in, other European languages a plus
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Technical Quality Specialist, WhatsApp Product Operations - Infrastructure

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 Product Operations team’s mission is to proactively advocate for a flawless WhatsApp experience. Those who join our teams are very passionate about maintaining a high product quality and ensuring a good user experience.
We are searching for a Technical Quality Specialist to join our growing team. If you are constantly looking for solutions to problems, love tinkering with smartphones, and are passionate about finding ways to be more efficient and effective, this is the role for you! We are a team that thrives on identifying ways to get the job done, and leveraging individuals unique backgrounds and strengths to contribute to team goals. Using your start-up mindset and your experience with smartphones, you will help support and test awesome features used by millions of WhatsApp users.
Flexibility to adapt to changing priorities and being excited to operate independently in a fast-paced and growing environment is a must. This is a full-time position.

Responsibilities

  • Become a technical experts in our mobile app and a source of information to the rest of WhatsApp Customer Operations team
  • Manage quality for product/feature, assess risk and formulate test strategy to ensure shipping features with a high quality bar
  • Partners closely with the engineering team as well as product team in planning, writing and executing functional, regression, verification, and end-to-end release test plans
  • Coordinate QA testing and bug bashes with internal resources as well as external third-party vendor team
  • Investigate, triage, and escalate issues surfaced from test runs during a feature/product beta and alpha stages
  • Define quality metrics and implement measurement to determine test effectiveness, testing efficiency, and measure the overall quality of our QA effort
  • Continuously improve the overall efficiency of the ProdOps QA testing and triaging process
  • Update and evolve team workflow’s documentation

Minimum Qualification

  • BA/BS
  • 1+ years experience in testing and debugging Web or Mobile Application for iOS or Android
  • Demonstrated experience with Black Box test planning and execution for both Functional Testing as well as end to end Release Testing
  • Demonstrated experience multitasking and managing competing priorities
  • Demonstrated experience balancing independence tasks/goals while contributing to team goals and collaborating with other team members
  • Demonstrated creativity and initiative to improve testing coverage and effectiveness
  • Must obtain work authorization in country of employment at the time of hire, and maintain ongoing work authorization during employment
  • No international relocation

Preferred Qualification

  • Knowledge of industry standard test automation tools and automation framework (Appium or Espresso are preferred)
  • Experience working with remote teams
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Researcher

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 helps people connect and share no matter where they are in the world. 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 is looking for talented Researchers to join our growing, nimble, and highly collaborative mission driven Research team. We're looking for experienced and exceptional mixed-methods, quantitative, and qualitative Research experts to help uncover insights across our WhatsApp Consumer, Growth, Business, and Integrity pillars - and we're just getting started!
Our ideal candidate for mixed-methods has experience with multi-method studies. Quantitative Research candidates have experience in survey and questionnaire design, sampling, and statistical analyses of survey or behavioral data. For qualitative skills, the ideal candidate is fluent in laboratory as well as field data collection methods and has international data collection experience.
This person is able to identify and execute on key research topics through ambiguous and fast-changing environments, align and efficiently deliver critical insights, and loves working with talented, highly collaborative cross-functional team members. If you are intellectually curious, love discovering customer insights in emerging markets, and want to impact the lives of hundreds of millions of customers globally, this is the role for you!
Full-time positions with WhatsApp team are based at Facebook HQ in Menlo Park, California.

Responsibilities

  • Plan and execute end-to-end generative and evaluative research across our WhatsApp ecosystem - Consumer, Business, and Integrity pillars
  • Translate research into actionable design and product results
  • Combine qualitative and quantitative methods (e.g., conducting interviews, focus groups, survey sampling and design, and experimental design)
  • Partner with engineers, analysts, qualitative researchers, and product marketing to integrate insights into a cohesive body of knowledge
  • Combine qualitative research and user-centered design methods, including but not limited to concept-testing, competitor analysis, diary studies, contextual inquiry/observations, or ethnography. Motivated to use creative but rigorous qualitative research methods with expert facilitation skills
  • Communicate and facilitate to proactively collaborate and help bridge alignment within and across diverse teams
  • Ability to work independently and adapt research practices to meet the needs of a start-up environment
  • Communicate research insights and illustrate suggestions in compelling and creative ways to help foster empathy, elevate customer understanding, and help achieve product and business impact
  • Willingness to travel internationally

Minimum Qualification

  • 4+ years of experience in user research in applied product research
  • Knowledge of mixed methods, with qualitative or quantitative research or applied qualitative or quantitative research
  • Mixed method research or qualitative research experience
  • Experience with applied statistics, survey design, and response effects
  • Master's or Ph.D. degree in Computer Science, Human Computer Interaction, Psychology or a related field
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Commerce Care Analyst

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. Commerce is a fast growing function within Whatsapp. We are seeking a strong business support analyst in a new team sitting within Customer Operations to define and support buyer and seller experiences.

Responsibilities

  • Work across WhatsApp and Facebook cross-functional teams and external partners to design and implement robust Commerce customer support experiences for our users
  • External research to ensure optimized and benchmarked support experience for Commerce. Collaborate for insights around the commerce support ecosystem to Product Management, Engineering, and other cross-functional partners
  • Support the Commerce 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 XFN teams (design, engineering, legal, risk, vendor management, infra, training, content, risk, data etc).
  • Process analysis and design for upcoming commerce launches working closely with product, engineering, and internal community operations stakeholders
  • Work directly with users and provide scaled support to resolve their issues, identify user trends, and work with cross-functional partners to resolve issues
  • Rollout and incubate new support processes and workflows. Leverage analytics and automation to build business cases and continuously improve processes

Minimum Qualification

  • 5+ years of work experience in fast paced e-commerce, payments or operations fields. Experience in process excellence for ecommerce platforms/industry a significant plus
  • Strong project management and communication skills, with a high attention to detail, showing a demonstrated track record of delivering business value
  • Demonstrate in-depth knowledge of process design, driving efficiencies, identifying gaps and implementing improvements. Apply the experience in the fast paced and growing operations environment.
  • Strong analytical, problem-solving, negotiation and organizational skills demonstrating the ability to clearly focus under pressure (in an ever-changing environment)
  • Excellent interpersonal skills, including relationship building and a “roll-up your sleeves” collaborative mentality operating in a diverse, global, cross-functional team
  • A solid understanding of operational challenges with the ability to solve problems in various areas of the business, even without having deep domain expertise
  • Excellent communication skills - open, collaborative and proven team player
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Strategic Partner Manager, WhatsApp, 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 seeking an exceptional individual to serve as a partner manager for our strategic partners and clients in India. If you are a highly motivated team player who has experience in business and product strategy, has a strong bias for action and rolling up your sleeves to get things done, and wants to unlock the potential of WhatsApp to serve millions of businesses, we would be excited to hear from you. This role is focused on growing our WhatsApp Business API product which serves mid and large sized clients globally. The ideal candidate will have strong channel and SaaS experience, especially in a revenue oriented role with direct ownership for driving goals. The role requires both building and delivering the country GTM strategy with emphasis on successful client outcomes, via joint planning, negotiating commercials, tracking projects and working with cross functional teams and external partners and stakeholders effectively. The candidate will possess proven analytical skills and the ability to effectively influence & communicate cross-functionally with senior levels of management. The candidate will thrive in a team-oriented environment, working cross-functionally with the Product, Business Development, Marketing, Operations and Engineering teams to develop new ways we can improve the WhatsApp Business Messaging experience. This is a full-time position based in our Gurugram/ Mumbai office with frequent travel expected within the country.

Responsibilities

  • Develop new business deals, manage relationships at senior levels and execute against plans for key strategic accounts
  • Be a growth driver for scaling business and revenue through demonstrated success
  • Along with cross-functional teams, create, maintain and influence relationships with key ecosystem players in the country to help establish a narrative of WhatsApp for good
  • Responsible for managing pipeline information and client relationships to identify potential new business leads, growth opportunities or future competitive trends
  • Maintain account plans and build close working relationships with key stakeholders in the marketplace
  • Present to and consult with management on business trends with a view to developing new services, products, and distribution channels
  • Provide an objective commercial viewpoint based on an in-depth understanding and analysis of commercial and competitive information
  • Develop and execute the partnership strategies and programs to enable our product and business strategy
  • Work with product and engineering teams to identify product gaps that can be addressed through partnerships
  • Proactively identify and analyze complex, long-term, critical infrastructure problems alongside cross-functional leaders and stakeholders
  • Achieve alignment in ambiguous or contentious areas to drive product decisions

Minimum Qualification

  • A sales driven leader with experience in cPaaS, SaaS or enterprise software environments. Sales and Channel management experience creating, negotiating and closing complex deals
  • Knowledge of user needs, gathering requirements, and defining scope
  • Experience operating autonomously across multiple teams, demonstrated critical thinking, and thought leadership
  • Analytical and problem-solving experience with large-scale systems
  • Experience establishing work relationships across multi-disciplinary teams and multiple partners in different time zones
  • Capacity to get things done at short notice while collecting information from a variety of internal and external sources
  • Post-graduate degree or MBA
  • 10+ years of experience delivering partnerships with meaningful new customer and/or revenue impact

Preferred Qualification

  • Experience in building or managing partnerships and programs around messaging and/or commerce
  • Product Management experience
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Business Development Manager, WhatsApp, 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.

We are looking to hire an experienced enterprise SaaS Business Development Manager on the WhatsApp channel partners/sales team. This team is responsible for bringing the WhatsApp business messaging API to market through partners globally. Specifically, this role will hunt, sign, and launch new partner opportunities in India. The ideal candidate will have strong experience in signing distribution partnerships which drive new clients to the business. This role is part of the channel sales org vs. having a traditional product partnerships focus. This candidate will analyze the market, create a set of prioritized target partners, prospect, execute contracts, and then bring the partners live on the WhatsApp API. The candidate will possess superior analytical skills and have the ability to effectively influence and communicate cross-functionally with all levels of management. The candidate will thrive in a team-oriented environment, working cross-functionally with the marketing, global channel programs, and operations teams to develop new ways we can connect customers and business through WhatsApp business messaging. The role is based in Gurugram/ Mumbai/ Bangalore.

Responsibilities

  • Sourcing, executing, and launching new partnerships that drive new clients to the business
  • Deliver partnerships which exceed channels partnerships goals or quotas
  • Forecast channel revenue accurately leveraging CRM skills
  • A rolodex of partners and their key executives and sales leaders
  • Use analytical skills to determine which verticals and markets work and insight to build on that experience
  • Passionate partner champion who can provide world-class relationship development and thought leadership
  • With the WhatsApp partners, define tailored value propositions and create detailed go-to-market plans that strengthen our value proposition to the marketplace while providing new revenue opportunities with our partners

Minimum Qualification

  • 10+ years of tech channel partnerships/sales in enterprise SaaS successfully launching partners to drive dramatically increased sales
  • Experience in cPaaS, SaaS or enterprise software environments
  • Ability to forecast channel revenue accurately with strong CRM skills
  • Experience operating autonomously across multiple teams, demonstrated critical thinking, and thought leadership
  • Experience establishing work relationships across multi-disciplinary teams and multiple partners in different time zones
  • Capacity to get things done at short notice while collecting information from a variety of internal and external sources
  • Fluent in spoken and written English
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Manager, Business Programs, 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.
The WhatsApp Program Management team is looking for a highly self-driven, detail-oriented and analytical individual to join a new function supporting strategic cross-company efforts. The ideal candidate will be passionate about working on complex company wide problems, have strong experience in leading without authority and be able to work independently in an ambiguous and dynamic environment. As a Manager on the team, you will lead a small team of program managers to bring structure and efficiencies to high profile projects, starting with compliance initiatives on business commerce and financial products. This is a full-time position.

Responsibilities

  • Build a high-performing team of program managers to execute strategic programs for regulatory/compliance priorities on business products
  • Manage and work with a cross-section of stakeholders from product, engineering, legal, operations, communications, policy (among others) to operationalize strategic priorities
  • Structure and lead complex cross-functional programs for WhatsApp and coordinate inter and cross-company initiatives
  • Provide leadership oversight and Influence decision-making within leadership audiences
  • Gather and analyze large amounts of information quickly in order to problem solve and drive decision-making effectively
  • Project manage and prioritize work based on urgency and complexity
  • Prepare communication materials including preparing and delivering presentations to leadership stakeholders

Minimum Qualification

  • 10+ years of work experience in program management, management consulting and business or strategic operations
  • 5+ years of experience directly managing teams
  • Demonstrated record of problem-solving and analytical skills
  • Effective communication with cross-functional audiences and interpersonal skills
  • Experience working with technical and business stakeholders (including leadership)
  • Track record of successfully partnering with cross-functional teams, driving alignment, effective escalations and achieving results
  • Experience setting priorities, multitasking and working independently in a dynamic, rapidly/changing workplace

Preferred Qualification

  • MBA
  • Experience working in a fast paced technology company
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Technical Quality Specialist, WhatsApp Product Operations [Accessibility]

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 Product Operations team’s mission is to proactively advocate for a flawless WhatsApp experience. Those who join our teams are very passionate about maintaining a high product quality and ensuring a good user experience. We are searching for a Technical Quality Specialist to join our growing team. If you are constantly looking for solutions to problems, love tinkering with smartphones, and are passionate about finding ways to be more efficient and effective, this is the role for you! We are a team that thrives on identifying ways to get the job done, and leveraging individuals unique backgrounds and strengths to contribute to team goals. Using your start-up mindset and your experience with smartphones, you will help support and test awesome features used by millions of WhatsApp users.
Flexibility to adapt to changing priorities and being excited to operate independently in a fast-paced and growing environment is a must. This is a full-time position.

Responsibilities

  • Become a technical expert of accessibility features (VoiceOver, TalkBack, Narrator) in WhatsApp for all platforms and a source of information to the rest of the WhatsApp Team
  • Monitor and analyze user reviews on the respective app stores related to the accessibility topic
  • Deep dive to understand specific user pain points, gather supporting data, and influence Engineering and Product Teams on relevant feature changes to improve the overall user experience
  • Investigate, triage, and report accessibility related issues and requests within WhatsApp on all platforms
  • Partners closely with the Engineering Team as well as Product Team in planning and executing functional, regression, verification, and end to end release test plans
  • Coordinate QA testing and bug bashes with internal resources as well as external third-party vendor teams
  • Define quality metrics and implement measurement to determine test effectiveness, testing efficiency, and measure the overall quality of our QA efforts
  • Continuously improve the overall efficiency of the ProdOps QA testing and triaging process

Minimum Qualification

  • Bachelor's degree and/or Master's Degree from the United States or equivalent university degree from another country
  • 1+ years of experience as tier 2 or 3 support on smartphone platforms
  • 1+ years of experience testing Accessibility features on smartphone platforms
  • Experience in technical support of Android, Windows and/or iOS mobile operating systems
  • Demonstrated experience in analyzing data and defining metrics to drive business decision
  • Demonstrated experience in multitasking and managing competing priorities
  • Demonstrated experience in balancing independent tasks/goals while contributing to team goals and collaborating with other team members
  • Demonstrated experience to work with remote teams across different time zones
  • No international relocation

Preferred Qualification

  • 2+ years of experience in Accessibility testing
  • CPACC, WAS, CPWA, JAWS, CSM certifications
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Content Strategist, WhatsApp Customer Operations

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 the world's fastest growing communication company with over 1.5 billion active users globally. We help bring friends, families, communities, soccer groups, doctors, storm chasers, and millions of others together. We are just getting started. We are looking for proactive and motivated people to join our team.

We need people with a passion for both the product and an outstanding user experience – those who constantly look for solutions to problems and evaluate ways to be more efficient and effective. We are a team that thrives on people identifying ways they can contribute to get the job done. Our collective unique backgrounds and strengths help us to reach team goals. Using your start-up mindset and your experience with smartphones, you will help support and test awesome features used by millions of current WhatsApp users. If you are looking for a fun full-time job, have an Android, iPhone, Windows Phone or other smartphone, and consider yourself a smartphone gadget geek, keep reading.

Responsibilities

  • Oversee the content strategy for a product area or set of features
  • Draft clear, actionable support content based on the strategy
  • Apply, maintain, and evangelize content standards and best practices
  • Collaborate with operations, product, marketing, communications, and legal to explain complicated product and policy concepts in simple, jargon-free language
  • Manage multiple projects simultaneously while maintaining close attention to detail and meeting tight, frequently changing deadlines
  • Leverage data to improve WhatsApp's support experiences and troubleshoot known issues

Minimum Qualification

  • 2+ years working experience with content for tech or websites
  • Demonstrated experience in planning and creating online help content and customer support responses for social media platforms and/or mobile apps
  • Demonstrated experience in multitasking and managing priorities

Preferred Qualification

  • Project management experience and experience working through ambiguity and execute complex projects
  • Attention to detail
  • Experience with content analytics tools
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Content Operations Manager

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.

We are looking for a passionate leader with a strong background in web and mobile content to evolve the customer experience for WhatsApp Messenger and Business users around the world. You will manage a team responsible for creating and managing high-quality educational and support content at scale for users who visit our Help Center or contact us for support. This role requires you to develop and drive strategies that create delightful customer support experiences at scale, work closely with cross-functional stakeholders, and strong analytical skills.

Responsibilities

  • Manage a team of Content Strategists that create and manage educational and support content for our Help Center, support channels, and other delivery channels
  • Help manage team operations, including developing new processes and workflows to increase efficiency, keep the team nimble, and drive quality standards
  • Understand the global content lifecycle and partner with our cross-functional partners to deliver delightful customer experiences
  • Specify requirements for the technological systems and tools required to support the content strategy and partner with engineering teams to build required tools and systems
  • Use data and research to evaluate the impact of content, and push for continuous improvement that shows real business results
  • Coach team members to increase their impact, develop their strengths, and grow their careers
  • Role requires 10 - 20% travel

Minimum Qualification

  • 6+ years of leadership experience in Operations, with an expertise in the content strategy domain
  • 2+ years of people management experience
  • Experience working directly with Operations and/or Customer Support teams and demonstrated understanding of the scaled support challenges faced in these environments
  • Proven track record of collaborating with and leading cross-functional groups, especially product, marketing, and legal teams, to produce meaningful results
  • Experience in using data and measurement to influence content strategies and solutions
  • Experience with content management systems
  • Demonstrated experience solving complex and diverse business problems
  • Proven experience creating a culture of collaboration and a team-first environment

Preferred Qualification

  • Demonstrated experience managing and growing global teams
  • Experience with communication to senior leadership
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WhatsApp Reporting & Analytics Manager, Customer Operations

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 2 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. We are searching for an instrumental leader to lead our Direct Support Services team under Reporting and Analytics. Successful candidates are demonstrated "hands-on" leaders with deep experience in data analytics. You love to coach and develop high performing analysts. You are an energetic, passionate and strategic with our partners and seen as a thought leader across the organization. You are user obsessed, have high business acumen and a product mindset. We need someone who can bring both strong analytical skills and operational business acumen, and tie both those things together. This is a full-time role.

Responsibilities

  • Build and manage a team that provides scalable reporting and analytics solutions for Customer Operations
  • Responsible for operational cadences like holistic monitoring of day-to-day operational performance and ownership of data architecture
  • Enable operations teams to rapidly identify key business drivers and trends
  • Build early warning systems to aid in detection of problems
  • Establish team goals and work with direct reports to execute, measure progress, and share results
  • Facilitate data-driven and informed decision making and prioritization across operations
  • Leverage areas of expertise to improve the effectiveness and quality of WhatsApp's support experience
  • Develop strong cross-functional partnerships across WhatsApp to drive our team’s success
  • Identify gaps and develop solutions to optimize team workflows and goals to improve efficiency with focus on impact
  • Provide mentorship, guidance and career development to a team of Business Analysts

Minimum Qualification

  • BA/BS in Math, Statistics, Economics, Computer Science, or other quantitative fields
  • 5+ years of people management experience
  • 5+ years hands-on experience using SQL or other querying language
  • Experience analyzing and deriving meaning from unstructured data sets
  • Experience with visualization software (Tableau, Pentaho etc.)
  • 5+ years of experience in solving analytical problems using quantitative approaches or equivalent
  • Experience presenting research data (qualitative and quantitative) to both technical and business partners
  • Understanding of scaled operations and how to leverage data/insights to improve ops performance

Preferred Qualification

  • Strong analytical background with experience leveraging consumer and market insights to influence operations at scale and improve user experience
  • Experience utilizing both qualitative analysis (e.g., content analysis, phenomenology, hypothesis testing) and quantitative analysis techniques (e.g., cluster analysis, descriptive and inferential statistics)
  • Demonstrated success presenting complex research data (qualitative and quantitative) in a clear and compelling manner that inspires action
  • Experience working with cross-cultural global teams
  • Knowledge for user advocacy, intellectual curiosity and will to constantly challenge the status quo
  • Knowledge for and commitment to team development
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Design Program Manager

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.

The Facebook Design community is pioneering technologies to bring people closer together, and our teams share in the responsibility of doing it at global scale. We are committed to designing and building Facebook apps and technologies—the Facebook app, Messenger, Instagram, WhatsApp, Oculus, Workplace, Portal and Novi—to serve a diverse global community. Design Program Managers at Facebook are passionate connectors and problem solvers. By supporting the various aspects of the product teams, you will enable teams to focus their time on designing, building and shipping products. You will improve team communication, collaboration, and remove roadblocks. Finally, you'll utilize a full range of organizational and interpersonal skills to help keep our teams on track, execute specific design initiatives intended to grow team culture, industry expertise, and team impact, and you'll have an opportunity to work with cross-functional teams as you establish great ways of working together. This posting represents different full-time Design Program Management roles across the Facebook company.

Responsibilities

  • Define, drive and lead company-wide product initiatives
  • Providing strategic leadership and oversight to ICs and cross-functional partners
  • Tease out complexities around high-risk or large-scope initiatives and articulate solutions to leadership
  • Function as part of the management team as the operational lead
  • Strategically source and optimize resources through agencies, contractors, or from other teams

Minimum Qualification

  • Experience working with product or business teams from roadmapping through delivery
  • Experience working directly with product designers, UX researchers, and content strategists
  • Experience as a digital producer, project manager or program manager with experience establishing programs, supporting design teams, and developing relationships
  • Track record of influencing, defining and scaling complex company-wide product or business strategy in a fast-paced environment
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Community Manager, 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.

We’re looking for someone who lives and breathes the internet - someone who is first to the memes, who knows their Bernie mittens from their Grogu tea.
WhatsApp is a fast, simple and reliable way to talk to anyone in the world. WhatsApp reaches over 2 billion people in over 180 countries that 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.
We are looking for an experienced Community Manager to play a critical role in building and shaping the community around WhatsApp in Social Media. This person plays a significant role in building the brand in Social, ensuring that consumers are kept informed, up to date and close to WhatsApp. WhatsApp is all about closeness and emotional connection, so we want to reflect that in our Social channels. The Community Manager will be responsible for publishing content, replying to users, managing editorial calendars. With over 35 million followers across our Social presences, the Community Manager will be responsible for a large community!
The ideal candidate is someone who understands the emotions and complexities of communities, as well the technical functionalities of Social media. They will understand how to talk to people and when to get involved; they will understand why content works and what people are looking for; they will know how to ‘read the room’ and judge situations online.
They will have a proven track record in managing or contributing to Social content for a consumer facing brand, including copywriting, publishing and ‘listening’. The Community Manager will have the keys to the Social channels - so we’re looking for someone who has a strong attention to detail, despises typos, and will never ever leave their phone in the back of a taxi.

Responsibilities

  • A passion for WhatsApp and it’s mission to connect the world privately
  • Work with the Social Lead to build a content calendar for the week, and publish posts accordingly
  • Work with the broader Marketing team to bring campaigns to life through Social
  • Work with the content teams to deliver assets that are ‘Social first’ and optimised for each channel
  • Use our Social insights and listening tools to identify great opportunities for engagement through replies, Stories and Fleets
  • Understand the interests and behaviors of our community and how to best connect with them and keep them engaged
  • Partner with Communications team to flag and escalate sensitive community responses and provide recommended actions
  • Oversee a high volume of content creation (both internally and via agency partners) and plan for how this will be deployed within the editorial calendar
  • Test and analyze results to measure the effectiveness of our efforts, with an emphasis on continuous optimization and iteration
  • Liaise and manage processes with external moderation partners, including working in partnership to develop and implement best in class Community
  • Understand the strategic role that Social plays in our Marketing strategy
  • Work with our copywriting team to finesse language for posts and content
  • This is not a customer service role, but the ideal candidate will be comfortable producing product education content in both outbounds and replies
  • Understand the WhatsApp Consumer and their connection with the product to drive meaningful new product/feature adoption and greater engagement

Minimum Qualification

  • 3+ years of experience running Social channels for a consumer facing brand
  • Experience in copywriting for nuanced brand
  • Experience in publishing and managing a content calendar
  • Experience wearing both creative and analytical hats, putting forth best in class execution within a measurable and data driven framework
  • Experience prioritizing tasks, manage deadlines, adapt with changing priorities, and balance short-term needs with long-term strategic initiatives in a fast-paced, ambiguous environment
  • Experience in handling replies for a brand (whether for customer service or for general engagement)
  • Experience spotting opportunities as they arise in response to cultural, media, or market trends
  • Experience with Social analytics

Preferred Qualification

  • Experience with Social tools - e.g. Khoros, Sprinklr, Conversocial
  • International experience and knowledge of diverse cultural, social and business landscapes
  • Understanding of cultural trends, memes and the internet landscape both in the U.S. and internationally
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Our open positions

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Software Engineer, Developer Tooling

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.

Our team’s mission is to build the development tools, frameworks and infrastructure that allow WhatsApp’s Server engineers to efficiently and reliably deliver their code. We focus on making the Erlang development experience as delightful as it can be. Achieving our goals means collaborating with the open-source community to identify and deliver tooling that benefits the whole ecosystem. We adopt shift-left principles and bring signals closer to development workflows. We believe that you can’t improve what you can’t measure. Therefore we strive for metrics and work hard to move them in the right direction.

Responsibilities

  • Identify improvement opportunities and validate your assumptions
  • Engage with cross-functional development teams and external communities
  • Provide guidance on systems, tools, frameworks and libraries that we support
  • Implement your solutions and drive adoption

Minimum Qualification

  • Experience in developer tooling or development productivity
  • Experience with build systems

Preferred Qualification

  • Continuous integration
  • Programming language verification (static and dynamic analysis)
  • Testing infrastructure (unit, integration, end-to-end, services, randomised, property-based)
  • Versed in the Erlang ecosystem
  • Quantitative and probabilistic analysis
  • Experience in open sourcing, publishing and disseminating (at industry or academic venues) advancements in the aforementioned area.
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Business Product Marketing Manager, SMB & Commerce

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 2 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 is seeking an exceptional individual to serve as Product Marketing Manager for our business (WhatsApp Business app) and commerce products used by millions of small businesses . If you are a leader who has demonstrated experience in business and product strategy and commercialization, has an empathy for both consumers and businesses, has a strong bias for action and rolling up your sleeves to get things done, and wants to unlock the potential of WhatsApp to serve millions of businesses, we would be excited to hear from you. In this role, you will be expected to identify key market requirements/opportunities, manage our go-to-market plans and coordinate cross-functional teams to bring great solutions to businesses and the community. You will do this in close partnership with several other functions, including Product Management, Engineering, PR, Legal, Research, etc. and report to WhatsApp’s SMB & Commerce Lead.

Responsibilities

  • Lead development, socialization, and execution of global, comprehensive go-to-market strategies for product policies and strategies for the WhatsApp Business app and Commerce features
  • Drive inbound product marketing through industry research, competitive analysis, quantitative analysis, and structured qualitative feedback from businesses through direct engagement
  • Distill and surface market feedback from various channels to product teams for new and existing WhatsApp Business app and Commerce products/policies
  • Drive go-to-market strategy and execution: Test and launch new products in market through alphas/betas, product positioning and messaging, launch strategy, and scaled adoption
  • Guide a global cross-functional team including PR/Communications, to launch products in the market and drive product adoption
  • Communicate large-scale concepts including leadership briefings and manage high priority fast moving decisions

Minimum Qualification

  • 8+ years experience in a fast-paced corporate environment
  • 5+ years work experience in technology or internet technology, digital marketing, product development, and/or strategy consulting
  • Experience as an analytical, data driven decision-maker
  • Experience working in a cross-functional environment

Preferred Qualification

  • MBA
  • Experience working with businesses in emerging markets
  • Demonstrated experience partnering with Product Management and Engineering teams
Apply Now
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Product Marketing Lead, Privacy

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.

As a product marketer, you will be responsible for sharing consumer insights with the cross functional team to help WhatsApp build products that protect people’s privacy and security. In this role, you will be expected to be a key thought leader within the organization on topics like end-to-end encryption and keep track of and stay one step ahead of our competitors. You will work with our Product, Policy, Privacy, Legal, Communications and Partnerships teams to ensure all efforts are aligned from inception to launch and beyond — and communicated clearly and with empathy to all key stakeholders.

Someone in this role will need to clearly communicate complex ideas while flawlessly managing every step of a launch. You'll be expected to push the boundaries of what's possible in marketing, while sharing in our healthy obsession for quality.

Responsibilities

  • Develop the strategy, key messages and rollout plan for all of WhatsApp’s most sensitive launches impacting privacy and policy initiatives
  • Demonstrate confidence, judgement, and excellent execution on fast-moving projects
  • Be comfortable working side-by-side with leaders in the company for key launches and announcements
  • Help design the best product experiences with engineering, product management and design teams
  • Launch new WhatsApp features and highlight our narrative through press, policy makers
  • Deepen our understanding of demographic and international audiences
  • Identify product needs and emerging trends in the privacy, security, and encryption

Minimum Qualification

  • 8+ years of experience in product marketing and/or marketing, product management, or business experience
  • Experience with product launches (including mobile) and consumer campaigns
  • Project management experience
  • Experience working with a variety of internal teams and stakeholders to understand and solve problems

Preferred Qualification

  • Experience working as a PMM on a technical product that impacts policy, privacy, or security
  • Experience working on privacy policy workstreams
  • Experience in technology, startups, or consumer mobile app space
Apply Now
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WhatsApp Market Manager, Brazil

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.

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. Proven track record of attracting, scaling
  • Customer experience thought leadership: Strategic thinker with proven track record of transforming operations to improve the 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 Brazil) within the last 10 years
  • Bilingual, proficiency in Portuguese
Apply Now
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Operations Experience Engineer

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 2 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. People interact with businesses on WhatsApp every day. We’re working to make that even easier – so everyone on WhatsApp can find the local businesses they need. 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. WhatsApp is looking for a full-time team member to join the Customer Operations' team. We value both 1:1 interactions with users and driving solutions at scale, and we count on Operations Experience Engineers to build our tooling in order to balance these needs.

Responsibilities

  • Extend our support platform and internal tools by building workflows and high-quality tools that enable operations to scale, coding primarily PHP/Hack and JavaScript/React
  • Drive and measure tool health, while supporting bug and incident management processes through design and code reviews
  • Use software engineering skill sets to drive meaningful business impact by looking at problems through an operational lens
  • Develop business cases to support new and improved processes for consumers, businesses, and partners that leverage our products, pushing the boundaries and thinking of what the future for this area of the business may look like
  • Lead and complete concurrent complex projects, providing guidance to other members of the team on their projects
  • Communicate and collaborate with cross-functional partners to align priorities with stakeholders across WhatsApp, influencing organizational roadmaps
  • Effectively contribute in decision-making meetings with other managers and team leads through providing thoughtful ideas and proposals on matters of importance while building trust in high pressure/fire-drill situations
  • Independently gather and analyze information based on data to identify specific trends/opportunities, making appropriate recommendations through anticipating future business needs that improve the overall support experience, sharing knowledge across the team
  • Regularly frame and consider issues within the larger scope and goals of the team, creating actionable insights or tasks that have key business impact
  • Independently think through end-to-end execution, using judgment to understand how actions may impact other stakeholders and communicate in advance
  • Demonstrate thought-leadership to help drive strategic decisions that promote growth within the team, organization, and cross-functional teams
  • Confidently and constructively challenges priorities and/or the direction of a certain project
  • identifying areas where we can pause, remove roadblocks, stop pieces of work, and/or re-prioritize resources
  • Regularly coach others through projects and/or initiatives, from initial problem scoping, to methodology and project management through being known as an expert across the global team and company on a particular topic
  • Participate in interviewing and hiring decision making through understanding of team growth goals, both for current and future strategy
  • Consistently deliver constructive feedback to peers in a way that strengthens relationships and enables projects to advance more quickly while motivating and uniting the team to achieve common goals
  • Proactively creates an atmosphere where team members continue to strive to contribute to the Customer Operations team and our Engineering Partner teams

Minimum Qualification

  • BA/BSc 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 a global multicultural and multilingual team, solving problems and designing business operations from scratch
  • Experience communicating with cross-functional partners (both technical and non-technical audiences)

Preferred Qualification

  • Experience working autonomously and prioritize work with minimal input
  • Experience collaborating and communicating across a global team
  • Experience with internal tool development incorporating WFM capabilities and bug management
  • Experience with customer support/operations software-oriented projects
  • Knowledgeable in driving solutions for global operational teams
  • Time management and multitasking experience
  • Experience with process change management or process improvement
  • Experience working in a technology company, consulting firm or equivalent fast-paced environment
Apply Now
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Localization Project Manager

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 1.5 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. Languages are key to the Customer Operations mission to “Make each user feel like WhatsApp is built for them”. The Localization teams strive to make sure WhatsApp feels like a local product, by ensuring it’s available and high quality in up to 60 languages. As a Localization Project Manager, you will play a key role in shaping and delivering a great user experience to our international audience. You will gain experience and make an impact in a fast-growing organization.

Responsibilities

  • Engage and build relationships with global cross-functional teams and stakeholders (Product, Engineering, Marketing, Content etc.) to evangelize localization and internationalization best practices and launch high-quality localized products, marketing and educational content
  • Plan and manage localization schedules for multiple projects at a time, collaborate cross-functionally to define requirements and manage timelines. Provide reference material, training and support for internal and vendor localizers
  • Shape the creation and drive the execution of Product and Launch readiness practices that include localization upstream across the company
  • Design and implement efficient and scalable end-to-end localization frameworks for multiple products and diverse content types
  • Drive initiatives to foster innovation in the team on strategic areas such as internationalization, data, localization testing, quality, tools, training and process optimization
  • Analyze current pain points in workflows and tools, provide recommendations and implement scalable solutions
  • Analyze basic operational data, and create dashboards that can be used to make business decisions

Minimum Qualification

  • BA/BS or equivalent 4-year university degree
  • 3+ years of localization project/ program management experience
  • Experience with localization platforms, file formats and CAT tools – such as SDL Trados Studio, Idiom WorldServer, Memsource or any similar in-house localization tools and platform that manages and/or automates the translation workflow
  • Strong communication skills, experience working across time zones, cultures and with diverse stakeholders
  • Experience prioritizing and managing multiple projects simultaneously in a fast-paced environment
  • Demonstrated knowledge of internationalization and localization standards, and localization testing best practices

Preferred Qualification

  • 5+ years equivalent work experience in translation, localization, internationalization, QA testing
  • Experience with localization and testing of mobile and web-based applications
  • Experience with marketing, creative and multimedia content localization
  • Experience with multilingual SEO
  • Hands-on experience with project set-up, assignment and tracking within Memsource for large and complex projects
  • Knowledge of additional languages other than English
Apply Now
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Language Managers, Manager

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. We are looking for a Manager to manage a team of Language Managers. We want Language Managers to develop strong opinions and points of view about how WhatsApp needs to address users in their markets of expertise; to truly localize for them. This role needs to foster that type of ownership in each Language Manager.

Responsibilities

  • Provide mentorship, guidance and career development to a team of Language Managers responsible for the localization of WhatsApp content for our top markets.
  • Craft expectations and goals for the Language Managers team that drive alignment with the Localization Team's and WhatsApp's missions.
  • Develop and implement meaningful KPIs.
  • Provide support in navigating change as Localization processes, tools and the company's business needs evolve.
  • Work with peer leaders within the Customer Operations team to ensure collaboration and transparency across verticals.
  • Develop a strong partnership with the Market team to ensure close collaboration and knowledge transfer.
  • Evangelize localization best practices with cross-functional partners.
  • Raise awareness of and teach them about localization processes, requirements and timelines.
  • Work closely with the Content and Localization team to improve upon existing quality standards.
  • Ensure the Language Managers address localization challenges that pertain to style, consistency, and user experience in their respective languages.
  • Work collaboratively with peers in global offices and with our localization vendor.
  • Ensure that Language Managers across geographies work together as a cohesive team that provides consistent quality in line with the company's mission.
  • Build empathy and passion for user experience in international markets.
  • Be an internal advocate for the global WhatsApp user base.
  • Challenge Language Managers to always dig deeper.

Minimum Qualification

  • 2+ years of people management experience
  • 3+ years of experience in software localization, translation, QA testing
  • Experience leading a team of translators, LQA testers or localizers
  • Localization thought leadership experience: track record of managing localization processes to deliver on localization-related projects to clients/stakeholders through innovation and continuous improvement
  • Demonstrated experience in evangelizing and teaching localization best practices and processes to a variety of stakeholders

Preferred Qualification

  • M.A. in Translation, Linguistics, or similar field of study
  • Experience with localization platforms, file formats and CAT tools that manage and/or automate the translation workflow
  • 5+ years of relevant experience in software localization, QA testing, linguistic quality management
  • Demonstrated knowledge of internationalization and localization processes, standards and current trends
  • Bilingual in English and a foreign language
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WhatsApp Associate General Counsel (Data Protection) - Product

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 the world's fastest growing communication service with over 2 billion active users globally. We help bring friends, families, communities, sport groups, clubs and millions of others together, and are just getting started. We are looking for the best individuals to help grow and support this incredible community of users. WhatsApp is seeking a highly motivated and experienced team player to serve as Associate General Counsel, Product on WhatsApp Ireland’s Data Protection Team, based in our European headquarters in Dublin. The role is a great opportunity for any candidate who is keen to tackle some of today’s toughest and important legal challenges in this cutting-edge area of law. You must have flexibility to adapt to changing priorities and organisational needs. In addition, you must have the ability to operate independently in a fast-paced, small but growing environment. The role will focus on providing strategic and tactical legal counselling to internal legal, product, operations, and business teams in order to identify and mitigate legal risks in all phases of product development. The ideal candidate will have experience advising on GDPR, ePrivacy, telco laws and general privacy regulatory compliance in respect of cutting-edge products, good judgment, a strong work ethic, and a keen interest in learning about new technologies. WhatsApp welcomes applications from the widest range of individuals eligible to apply and particularly encourages applications from those who would increase the diversity of the company.

Responsibilities

  • Analyse products, policies and initiatives to provide practical legal advice and risk mitigation strategies for products across multiple jurisdictions
  • Monitor and respond to developments in data protection and information security (i.e., new laws, regulations, important judgements, regulatory guidance, etc.)
  • Work with wider legal team on EMEA regulatory and litigation matters
  • Provide policy, legal, product, engineering, and other business teams with legal advice on data protection laws and regulations
  • Liaise with regulators and outside counsel

Minimum Qualification

  • Solicitor or Barrister (qualified to practice law in at least one European jurisdiction)
  • Minimum of 8 years of relevant legal experience, including at a law firm, a data protection or other relevant authority, or in-house (applicable litigation, regulatory or more general product counselling experience will be considered)
  • In-depth knowledge of legal issues in the area of messaging services and other online platforms including an excellent understanding of data protection laws and in particular of GDPR and ePrivacy
  • Excellent problem-solving, written and oral communication and interpersonal skills

Preferred Qualification

  • Experience working directly with European data protection authorities
  • Experience working with mobile, application development, social networking, online advertising, machine learning, or other internet technologies
  • Demonstrated ability to work independently in a fast-paced environment and provide pragmatic and considered advice under tight deadlines
  • Knowledge of, or fluency in, other European languages a plus
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Technical Quality Specialist, WhatsApp Product Operations - Infrastructure

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 Product Operations team’s mission is to proactively advocate for a flawless WhatsApp experience. Those who join our teams are very passionate about maintaining a high product quality and ensuring a good user experience.
We are searching for a Technical Quality Specialist to join our growing team. If you are constantly looking for solutions to problems, love tinkering with smartphones, and are passionate about finding ways to be more efficient and effective, this is the role for you! We are a team that thrives on identifying ways to get the job done, and leveraging individuals unique backgrounds and strengths to contribute to team goals. Using your start-up mindset and your experience with smartphones, you will help support and test awesome features used by millions of WhatsApp users.
Flexibility to adapt to changing priorities and being excited to operate independently in a fast-paced and growing environment is a must. This is a full-time position.

Responsibilities

  • Become a technical experts in our mobile app and a source of information to the rest of WhatsApp Customer Operations team
  • Manage quality for product/feature, assess risk and formulate test strategy to ensure shipping features with a high quality bar
  • Partners closely with the engineering team as well as product team in planning, writing and executing functional, regression, verification, and end-to-end release test plans
  • Coordinate QA testing and bug bashes with internal resources as well as external third-party vendor team
  • Investigate, triage, and escalate issues surfaced from test runs during a feature/product beta and alpha stages
  • Define quality metrics and implement measurement to determine test effectiveness, testing efficiency, and measure the overall quality of our QA effort
  • Continuously improve the overall efficiency of the ProdOps QA testing and triaging process
  • Update and evolve team workflow’s documentation

Minimum Qualification

  • BA/BS
  • 1+ years experience in testing and debugging Web or Mobile Application for iOS or Android
  • Demonstrated experience with Black Box test planning and execution for both Functional Testing as well as end to end Release Testing
  • Demonstrated experience multitasking and managing competing priorities
  • Demonstrated experience balancing independence tasks/goals while contributing to team goals and collaborating with other team members
  • Demonstrated creativity and initiative to improve testing coverage and effectiveness
  • Must obtain work authorization in country of employment at the time of hire, and maintain ongoing work authorization during employment
  • No international relocation

Preferred Qualification

  • Knowledge of industry standard test automation tools and automation framework (Appium or Espresso are preferred)
  • Experience working with remote teams
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Researcher

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 helps people connect and share no matter where they are in the world. 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 is looking for talented Researchers to join our growing, nimble, and highly collaborative mission driven Research team. We're looking for experienced and exceptional mixed-methods, quantitative, and qualitative Research experts to help uncover insights across our WhatsApp Consumer, Growth, Business, and Integrity pillars - and we're just getting started!
Our ideal candidate for mixed-methods has experience with multi-method studies. Quantitative Research candidates have experience in survey and questionnaire design, sampling, and statistical analyses of survey or behavioral data. For qualitative skills, the ideal candidate is fluent in laboratory as well as field data collection methods and has international data collection experience.
This person is able to identify and execute on key research topics through ambiguous and fast-changing environments, align and efficiently deliver critical insights, and loves working with talented, highly collaborative cross-functional team members. If you are intellectually curious, love discovering customer insights in emerging markets, and want to impact the lives of hundreds of millions of customers globally, this is the role for you!
Full-time positions with WhatsApp team are based at Facebook HQ in Menlo Park, California.

Responsibilities

  • Plan and execute end-to-end generative and evaluative research across our WhatsApp ecosystem - Consumer, Business, and Integrity pillars
  • Translate research into actionable design and product results
  • Combine qualitative and quantitative methods (e.g., conducting interviews, focus groups, survey sampling and design, and experimental design)
  • Partner with engineers, analysts, qualitative researchers, and product marketing to integrate insights into a cohesive body of knowledge
  • Combine qualitative research and user-centered design methods, including but not limited to concept-testing, competitor analysis, diary studies, contextual inquiry/observations, or ethnography. Motivated to use creative but rigorous qualitative research methods with expert facilitation skills
  • Communicate and facilitate to proactively collaborate and help bridge alignment within and across diverse teams
  • Ability to work independently and adapt research practices to meet the needs of a start-up environment
  • Communicate research insights and illustrate suggestions in compelling and creative ways to help foster empathy, elevate customer understanding, and help achieve product and business impact
  • Willingness to travel internationally

Minimum Qualification

  • 4+ years of experience in user research in applied product research
  • Knowledge of mixed methods, with qualitative or quantitative research or applied qualitative or quantitative research
  • Mixed method research or qualitative research experience
  • Experience with applied statistics, survey design, and response effects
  • Master's or Ph.D. degree in Computer Science, Human Computer Interaction, Psychology or a related field
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Commerce Care Analyst

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. Commerce is a fast growing function within Whatsapp. We are seeking a strong business support analyst in a new team sitting within Customer Operations to define and support buyer and seller experiences.

Responsibilities

  • Work across WhatsApp and Facebook cross-functional teams and external partners to design and implement robust Commerce customer support experiences for our users
  • External research to ensure optimized and benchmarked support experience for Commerce. Collaborate for insights around the commerce support ecosystem to Product Management, Engineering, and other cross-functional partners
  • Support the Commerce 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 XFN teams (design, engineering, legal, risk, vendor management, infra, training, content, risk, data etc).
  • Process analysis and design for upcoming commerce launches working closely with product, engineering, and internal community operations stakeholders
  • Work directly with users and provide scaled support to resolve their issues, identify user trends, and work with cross-functional partners to resolve issues
  • Rollout and incubate new support processes and workflows. Leverage analytics and automation to build business cases and continuously improve processes

Minimum Qualification

  • 5+ years of work experience in fast paced e-commerce, payments or operations fields. Experience in process excellence for ecommerce platforms/industry a significant plus
  • Strong project management and communication skills, with a high attention to detail, showing a demonstrated track record of delivering business value
  • Demonstrate in-depth knowledge of process design, driving efficiencies, identifying gaps and implementing improvements. Apply the experience in the fast paced and growing operations environment.
  • Strong analytical, problem-solving, negotiation and organizational skills demonstrating the ability to clearly focus under pressure (in an ever-changing environment)
  • Excellent interpersonal skills, including relationship building and a “roll-up your sleeves” collaborative mentality operating in a diverse, global, cross-functional team
  • A solid understanding of operational challenges with the ability to solve problems in various areas of the business, even without having deep domain expertise
  • Excellent communication skills - open, collaborative and proven team player
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Strategic Partner Manager, WhatsApp, 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 seeking an exceptional individual to serve as a partner manager for our strategic partners and clients in India. If you are a highly motivated team player who has experience in business and product strategy, has a strong bias for action and rolling up your sleeves to get things done, and wants to unlock the potential of WhatsApp to serve millions of businesses, we would be excited to hear from you. This role is focused on growing our WhatsApp Business API product which serves mid and large sized clients globally. The ideal candidate will have strong channel and SaaS experience, especially in a revenue oriented role with direct ownership for driving goals. The role requires both building and delivering the country GTM strategy with emphasis on successful client outcomes, via joint planning, negotiating commercials, tracking projects and working with cross functional teams and external partners and stakeholders effectively. The candidate will possess proven analytical skills and the ability to effectively influence & communicate cross-functionally with senior levels of management. The candidate will thrive in a team-oriented environment, working cross-functionally with the Product, Business Development, Marketing, Operations and Engineering teams to develop new ways we can improve the WhatsApp Business Messaging experience. This is a full-time position based in our Gurugram/ Mumbai office with frequent travel expected within the country.

Responsibilities

  • Develop new business deals, manage relationships at senior levels and execute against plans for key strategic accounts
  • Be a growth driver for scaling business and revenue through demonstrated success
  • Along with cross-functional teams, create, maintain and influence relationships with key ecosystem players in the country to help establish a narrative of WhatsApp for good
  • Responsible for managing pipeline information and client relationships to identify potential new business leads, growth opportunities or future competitive trends
  • Maintain account plans and build close working relationships with key stakeholders in the marketplace
  • Present to and consult with management on business trends with a view to developing new services, products, and distribution channels
  • Provide an objective commercial viewpoint based on an in-depth understanding and analysis of commercial and competitive information
  • Develop and execute the partnership strategies and programs to enable our product and business strategy
  • Work with product and engineering teams to identify product gaps that can be addressed through partnerships
  • Proactively identify and analyze complex, long-term, critical infrastructure problems alongside cross-functional leaders and stakeholders
  • Achieve alignment in ambiguous or contentious areas to drive product decisions

Minimum Qualification

  • A sales driven leader with experience in cPaaS, SaaS or enterprise software environments. Sales and Channel management experience creating, negotiating and closing complex deals
  • Knowledge of user needs, gathering requirements, and defining scope
  • Experience operating autonomously across multiple teams, demonstrated critical thinking, and thought leadership
  • Analytical and problem-solving experience with large-scale systems
  • Experience establishing work relationships across multi-disciplinary teams and multiple partners in different time zones
  • Capacity to get things done at short notice while collecting information from a variety of internal and external sources
  • Post-graduate degree or MBA
  • 10+ years of experience delivering partnerships with meaningful new customer and/or revenue impact

Preferred Qualification

  • Experience in building or managing partnerships and programs around messaging and/or commerce
  • Product Management experience
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Business Development Manager, WhatsApp, 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.

We are looking to hire an experienced enterprise SaaS Business Development Manager on the WhatsApp channel partners/sales team. This team is responsible for bringing the WhatsApp business messaging API to market through partners globally. Specifically, this role will hunt, sign, and launch new partner opportunities in India. The ideal candidate will have strong experience in signing distribution partnerships which drive new clients to the business. This role is part of the channel sales org vs. having a traditional product partnerships focus. This candidate will analyze the market, create a set of prioritized target partners, prospect, execute contracts, and then bring the partners live on the WhatsApp API. The candidate will possess superior analytical skills and have the ability to effectively influence and communicate cross-functionally with all levels of management. The candidate will thrive in a team-oriented environment, working cross-functionally with the marketing, global channel programs, and operations teams to develop new ways we can connect customers and business through WhatsApp business messaging. The role is based in Gurugram/ Mumbai/ Bangalore.

Responsibilities

  • Sourcing, executing, and launching new partnerships that drive new clients to the business
  • Deliver partnerships which exceed channels partnerships goals or quotas
  • Forecast channel revenue accurately leveraging CRM skills
  • A rolodex of partners and their key executives and sales leaders
  • Use analytical skills to determine which verticals and markets work and insight to build on that experience
  • Passionate partner champion who can provide world-class relationship development and thought leadership
  • With the WhatsApp partners, define tailored value propositions and create detailed go-to-market plans that strengthen our value proposition to the marketplace while providing new revenue opportunities with our partners

Minimum Qualification

  • 10+ years of tech channel partnerships/sales in enterprise SaaS successfully launching partners to drive dramatically increased sales
  • Experience in cPaaS, SaaS or enterprise software environments
  • Ability to forecast channel revenue accurately with strong CRM skills
  • Experience operating autonomously across multiple teams, demonstrated critical thinking, and thought leadership
  • Experience establishing work relationships across multi-disciplinary teams and multiple partners in different time zones
  • Capacity to get things done at short notice while collecting information from a variety of internal and external sources
  • Fluent in spoken and written English
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Manager, Business Programs, 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.
The WhatsApp Program Management team is looking for a highly self-driven, detail-oriented and analytical individual to join a new function supporting strategic cross-company efforts. The ideal candidate will be passionate about working on complex company wide problems, have strong experience in leading without authority and be able to work independently in an ambiguous and dynamic environment. As a Manager on the team, you will lead a small team of program managers to bring structure and efficiencies to high profile projects, starting with compliance initiatives on business commerce and financial products. This is a full-time position.

Responsibilities

  • Build a high-performing team of program managers to execute strategic programs for regulatory/compliance priorities on business products
  • Manage and work with a cross-section of stakeholders from product, engineering, legal, operations, communications, policy (among others) to operationalize strategic priorities
  • Structure and lead complex cross-functional programs for WhatsApp and coordinate inter and cross-company initiatives
  • Provide leadership oversight and Influence decision-making within leadership audiences
  • Gather and analyze large amounts of information quickly in order to problem solve and drive decision-making effectively
  • Project manage and prioritize work based on urgency and complexity
  • Prepare communication materials including preparing and delivering presentations to leadership stakeholders

Minimum Qualification

  • 10+ years of work experience in program management, management consulting and business or strategic operations
  • 5+ years of experience directly managing teams
  • Demonstrated record of problem-solving and analytical skills
  • Effective communication with cross-functional audiences and interpersonal skills
  • Experience working with technical and business stakeholders (including leadership)
  • Track record of successfully partnering with cross-functional teams, driving alignment, effective escalations and achieving results
  • Experience setting priorities, multitasking and working independently in a dynamic, rapidly/changing workplace

Preferred Qualification

  • MBA
  • Experience working in a fast paced technology company
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Technical Quality Specialist, WhatsApp Product Operations [Accessibility]

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 Product Operations team’s mission is to proactively advocate for a flawless WhatsApp experience. Those who join our teams are very passionate about maintaining a high product quality and ensuring a good user experience. We are searching for a Technical Quality Specialist to join our growing team. If you are constantly looking for solutions to problems, love tinkering with smartphones, and are passionate about finding ways to be more efficient and effective, this is the role for you! We are a team that thrives on identifying ways to get the job done, and leveraging individuals unique backgrounds and strengths to contribute to team goals. Using your start-up mindset and your experience with smartphones, you will help support and test awesome features used by millions of WhatsApp users.
Flexibility to adapt to changing priorities and being excited to operate independently in a fast-paced and growing environment is a must. This is a full-time position.

Responsibilities

  • Become a technical expert of accessibility features (VoiceOver, TalkBack, Narrator) in WhatsApp for all platforms and a source of information to the rest of the WhatsApp Team
  • Monitor and analyze user reviews on the respective app stores related to the accessibility topic
  • Deep dive to understand specific user pain points, gather supporting data, and influence Engineering and Product Teams on relevant feature changes to improve the overall user experience
  • Investigate, triage, and report accessibility related issues and requests within WhatsApp on all platforms
  • Partners closely with the Engineering Team as well as Product Team in planning and executing functional, regression, verification, and end to end release test plans
  • Coordinate QA testing and bug bashes with internal resources as well as external third-party vendor teams
  • Define quality metrics and implement measurement to determine test effectiveness, testing efficiency, and measure the overall quality of our QA efforts
  • Continuously improve the overall efficiency of the ProdOps QA testing and triaging process

Minimum Qualification

  • Bachelor's degree and/or Master's Degree from the United States or equivalent university degree from another country
  • 1+ years of experience as tier 2 or 3 support on smartphone platforms
  • 1+ years of experience testing Accessibility features on smartphone platforms
  • Experience in technical support of Android, Windows and/or iOS mobile operating systems
  • Demonstrated experience in analyzing data and defining metrics to drive business decision
  • Demonstrated experience in multitasking and managing competing priorities
  • Demonstrated experience in balancing independent tasks/goals while contributing to team goals and collaborating with other team members
  • Demonstrated experience to work with remote teams across different time zones
  • No international relocation

Preferred Qualification

  • 2+ years of experience in Accessibility testing
  • CPACC, WAS, CPWA, JAWS, CSM certifications
Apply Now
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Content Strategist, WhatsApp Customer Operations

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 the world's fastest growing communication company with over 1.5 billion active users globally. We help bring friends, families, communities, soccer groups, doctors, storm chasers, and millions of others together. We are just getting started. We are looking for proactive and motivated people to join our team.

We need people with a passion for both the product and an outstanding user experience – those who constantly look for solutions to problems and evaluate ways to be more efficient and effective. We are a team that thrives on people identifying ways they can contribute to get the job done. Our collective unique backgrounds and strengths help us to reach team goals. Using your start-up mindset and your experience with smartphones, you will help support and test awesome features used by millions of current WhatsApp users. If you are looking for a fun full-time job, have an Android, iPhone, Windows Phone or other smartphone, and consider yourself a smartphone gadget geek, keep reading.

Responsibilities

  • Oversee the content strategy for a product area or set of features
  • Draft clear, actionable support content based on the strategy
  • Apply, maintain, and evangelize content standards and best practices
  • Collaborate with operations, product, marketing, communications, and legal to explain complicated product and policy concepts in simple, jargon-free language
  • Manage multiple projects simultaneously while maintaining close attention to detail and meeting tight, frequently changing deadlines
  • Leverage data to improve WhatsApp's support experiences and troubleshoot known issues

Minimum Qualification

  • 2+ years working experience with content for tech or websites
  • Demonstrated experience in planning and creating online help content and customer support responses for social media platforms and/or mobile apps
  • Demonstrated experience in multitasking and managing priorities

Preferred Qualification

  • Project management experience and experience working through ambiguity and execute complex projects
  • Attention to detail
  • Experience with content analytics tools
Apply Now
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Content Operations Manager

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.

We are looking for a passionate leader with a strong background in web and mobile content to evolve the customer experience for WhatsApp Messenger and Business users around the world. You will manage a team responsible for creating and managing high-quality educational and support content at scale for users who visit our Help Center or contact us for support. This role requires you to develop and drive strategies that create delightful customer support experiences at scale, work closely with cross-functional stakeholders, and strong analytical skills.

Responsibilities

  • Manage a team of Content Strategists that create and manage educational and support content for our Help Center, support channels, and other delivery channels
  • Help manage team operations, including developing new processes and workflows to increase efficiency, keep the team nimble, and drive quality standards
  • Understand the global content lifecycle and partner with our cross-functional partners to deliver delightful customer experiences
  • Specify requirements for the technological systems and tools required to support the content strategy and partner with engineering teams to build required tools and systems
  • Use data and research to evaluate the impact of content, and push for continuous improvement that shows real business results
  • Coach team members to increase their impact, develop their strengths, and grow their careers
  • Role requires 10 - 20% travel

Minimum Qualification

  • 6+ years of leadership experience in Operations, with an expertise in the content strategy domain
  • 2+ years of people management experience
  • Experience working directly with Operations and/or Customer Support teams and demonstrated understanding of the scaled support challenges faced in these environments
  • Proven track record of collaborating with and leading cross-functional groups, especially product, marketing, and legal teams, to produce meaningful results
  • Experience in using data and measurement to influence content strategies and solutions
  • Experience with content management systems
  • Demonstrated experience solving complex and diverse business problems
  • Proven experience creating a culture of collaboration and a team-first environment

Preferred Qualification

  • Demonstrated experience managing and growing global teams
  • Experience with communication to senior leadership
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WhatsApp Reporting & Analytics Manager, Customer Operations

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 2 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. We are searching for an instrumental leader to lead our Direct Support Services team under Reporting and Analytics. Successful candidates are demonstrated "hands-on" leaders with deep experience in data analytics. You love to coach and develop high performing analysts. You are an energetic, passionate and strategic with our partners and seen as a thought leader across the organization. You are user obsessed, have high business acumen and a product mindset. We need someone who can bring both strong analytical skills and operational business acumen, and tie both those things together. This is a full-time role.

Responsibilities

  • Build and manage a team that provides scalable reporting and analytics solutions for Customer Operations
  • Responsible for operational cadences like holistic monitoring of day-to-day operational performance and ownership of data architecture
  • Enable operations teams to rapidly identify key business drivers and trends
  • Build early warning systems to aid in detection of problems
  • Establish team goals and work with direct reports to execute, measure progress, and share results
  • Facilitate data-driven and informed decision making and prioritization across operations
  • Leverage areas of expertise to improve the effectiveness and quality of WhatsApp's support experience
  • Develop strong cross-functional partnerships across WhatsApp to drive our team’s success
  • Identify gaps and develop solutions to optimize team workflows and goals to improve efficiency with focus on impact
  • Provide mentorship, guidance and career development to a team of Business Analysts

Minimum Qualification

  • BA/BS in Math, Statistics, Economics, Computer Science, or other quantitative fields
  • 5+ years of people management experience
  • 5+ years hands-on experience using SQL or other querying language
  • Experience analyzing and deriving meaning from unstructured data sets
  • Experience with visualization software (Tableau, Pentaho etc.)
  • 5+ years of experience in solving analytical problems using quantitative approaches or equivalent
  • Experience presenting research data (qualitative and quantitative) to both technical and business partners
  • Understanding of scaled operations and how to leverage data/insights to improve ops performance

Preferred Qualification

  • Strong analytical background with experience leveraging consumer and market insights to influence operations at scale and improve user experience
  • Experience utilizing both qualitative analysis (e.g., content analysis, phenomenology, hypothesis testing) and quantitative analysis techniques (e.g., cluster analysis, descriptive and inferential statistics)
  • Demonstrated success presenting complex research data (qualitative and quantitative) in a clear and compelling manner that inspires action
  • Experience working with cross-cultural global teams
  • Knowledge for user advocacy, intellectual curiosity and will to constantly challenge the status quo
  • Knowledge for and commitment to team development
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Design Program Manager

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.

The Facebook Design community is pioneering technologies to bring people closer together, and our teams share in the responsibility of doing it at global scale. We are committed to designing and building Facebook apps and technologies—the Facebook app, Messenger, Instagram, WhatsApp, Oculus, Workplace, Portal and Novi—to serve a diverse global community. Design Program Managers at Facebook are passionate connectors and problem solvers. By supporting the various aspects of the product teams, you will enable teams to focus their time on designing, building and shipping products. You will improve team communication, collaboration, and remove roadblocks. Finally, you'll utilize a full range of organizational and interpersonal skills to help keep our teams on track, execute specific design initiatives intended to grow team culture, industry expertise, and team impact, and you'll have an opportunity to work with cross-functional teams as you establish great ways of working together. This posting represents different full-time Design Program Management roles across the Facebook company.

Responsibilities

  • Define, drive and lead company-wide product initiatives
  • Providing strategic leadership and oversight to ICs and cross-functional partners
  • Tease out complexities around high-risk or large-scope initiatives and articulate solutions to leadership
  • Function as part of the management team as the operational lead
  • Strategically source and optimize resources through agencies, contractors, or from other teams

Minimum Qualification

  • Experience working with product or business teams from roadmapping through delivery
  • Experience working directly with product designers, UX researchers, and content strategists
  • Experience as a digital producer, project manager or program manager with experience establishing programs, supporting design teams, and developing relationships
  • Track record of influencing, defining and scaling complex company-wide product or business strategy in a fast-paced environment
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Community Manager, 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.

We’re looking for someone who lives and breathes the internet - someone who is first to the memes, who knows their Bernie mittens from their Grogu tea.
WhatsApp is a fast, simple and reliable way to talk to anyone in the world. WhatsApp reaches over 2 billion people in over 180 countries that 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.
We are looking for an experienced Community Manager to play a critical role in building and shaping the community around WhatsApp in Social Media. This person plays a significant role in building the brand in Social, ensuring that consumers are kept informed, up to date and close to WhatsApp. WhatsApp is all about closeness and emotional connection, so we want to reflect that in our Social channels. The Community Manager will be responsible for publishing content, replying to users, managing editorial calendars. With over 35 million followers across our Social presences, the Community Manager will be responsible for a large community!
The ideal candidate is someone who understands the emotions and complexities of communities, as well the technical functionalities of Social media. They will understand how to talk to people and when to get involved; they will understand why content works and what people are looking for; they will know how to ‘read the room’ and judge situations online.
They will have a proven track record in managing or contributing to Social content for a consumer facing brand, including copywriting, publishing and ‘listening’. The Community Manager will have the keys to the Social channels - so we’re looking for someone who has a strong attention to detail, despises typos, and will never ever leave their phone in the back of a taxi.

Responsibilities

  • A passion for WhatsApp and it’s mission to connect the world privately
  • Work with the Social Lead to build a content calendar for the week, and publish posts accordingly
  • Work with the broader Marketing team to bring campaigns to life through Social
  • Work with the content teams to deliver assets that are ‘Social first’ and optimised for each channel
  • Use our Social insights and listening tools to identify great opportunities for engagement through replies, Stories and Fleets
  • Understand the interests and behaviors of our community and how to best connect with them and keep them engaged
  • Partner with Communications team to flag and escalate sensitive community responses and provide recommended actions
  • Oversee a high volume of content creation (both internally and via agency partners) and plan for how this will be deployed within the editorial calendar
  • Test and analyze results to measure the effectiveness of our efforts, with an emphasis on continuous optimization and iteration
  • Liaise and manage processes with external moderation partners, including working in partnership to develop and implement best in class Community
  • Understand the strategic role that Social plays in our Marketing strategy
  • Work with our copywriting team to finesse language for posts and content
  • This is not a customer service role, but the ideal candidate will be comfortable producing product education content in both outbounds and replies
  • Understand the WhatsApp Consumer and their connection with the product to drive meaningful new product/feature adoption and greater engagement

Minimum Qualification

  • 3+ years of experience running Social channels for a consumer facing brand
  • Experience in copywriting for nuanced brand
  • Experience in publishing and managing a content calendar
  • Experience wearing both creative and analytical hats, putting forth best in class execution within a measurable and data driven framework
  • Experience prioritizing tasks, manage deadlines, adapt with changing priorities, and balance short-term needs with long-term strategic initiatives in a fast-paced, ambiguous environment
  • Experience in handling replies for a brand (whether for customer service or for general engagement)
  • Experience spotting opportunities as they arise in response to cultural, media, or market trends
  • Experience with Social analytics

Preferred Qualification

  • Experience with Social tools - e.g. Khoros, Sprinklr, Conversocial
  • International experience and knowledge of diverse cultural, social and business landscapes
  • Understanding of cultural trends, memes and the internet landscape both in the U.S. and internationally
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