Head of WhatsApp Support Operations

WhatsApp Support Operations' mission is to deliver an effective support experience to our users, and we are seeking a professional to lead the organization. As the Head of WhatsApp Support Operations, you will be responsible for developing and executing strategies that deliver exceptional support experiences to our users worldwide. You will work closely with cross-functional teams to drive operational excellence, improve processes, and ensure that our support operations are scalable, efficient, and effective.

This position will focus on understanding the strategic opportunities for the business as we continue to invest in AI across our workflows. This is an exciting opportunity to help drive impact, strengthen user trust across WhatsApp, and assist product teams in building a better experience for our users.

We are looking for a leader with demonstrated experience in operations, customer support/experience, product strategy, thought leadership, and talent development who can provide vision and strategy in this fast-paced and high-growth space. You will oversee execution and collaboration across a large set of partners.Head of WhatsApp Support Operations Responsibilities

• Define and build the operating model for WhatsApp Support, setting a team vision, strategy and driving clear alignment with other functions and teams on responsibilities
• Partner closely with the Product Group Lead and the WhatsApp Operations leadership team to help shape the future direction and strategy for this effort in WhatsApp
• Establish effective working relationships with other global teams and cross-functional counterparts to identify opportunities to improve the customer experience and drive operational improvements
• Be a bold representative of WhatsApp and Global Operations on the goals and priorities in the Customer Support space
• Build and retain a world class team through providing mentorship, guidance and career development

Minimum Qualifications

• 10+ years of experience in Customer Support, Operations or Strategy
• Experience leading and growing teams from strategy through to operational execution
• Proven track record of transforming operations to provide excellent customer experience through innovation and improvement
• Experience building and executing against KPI's
• Proven communication skills and executive presence
• Experience working across large matrixed organizations
• Proven track record of attracting, scaling and developing teams

About MetaMeta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.

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