Operational Readiness Program Manager

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's Customer Operations focus is to delight every user by providing a best-in-class experience. Those who join our teams are passionate about solving people's issues and are firm advocates for WhatsApp users. We need influencers who can align cross-functional partners to ensure the best possible experience for our platform. If you like helping people and working cross functionally, Customer Operations is for you. We are looking for an experienced Program Manager to be a partner for our cross-functional teams in shipping changes to our vendor network in a seamless and efficient manner, and to create processes that allow the business to continue to run without slowing it down. This position will work with internal and external stakeholders across teams, advising the best strategy for smooth rollout of changes impacting the wider organization as well as building at scale. This role requires demonstrated experience working across different time zones and use of analytical rigor to identify and prioritize user and process pain points.

• Manage cross-functional operational readiness efforts, working with various Customer Operations functions to ensure a smooth launch of new work and change management
• Translate business requirements into implementation plans, furthering our mission of delighting users at scale
• Experience of working on issues that may not be clearly defined and require strategic direction, analysis of situations and conceptual thinking
• Prioritize competing needs with effectual reasoning
• Facilitate relationships between teams, move initiatives forward, find resources, raise concerns to appropriate owners early and resolve open issues that prevent progress
• Predict roadblocks and obstacles, establishing meetings or integration points between teams
• Perform change implementation risk assessments to ensure successful delivery of projects with minimal disruption to operational metrics and the vendor network
• Communicate prioritization and trade-off operational decisions to the broader cross-functional team to drive consensus, and ensure that those decisions are properly implemented
• Provide thought leadership and implementation of project/program management best practices and systematically mature governance, success measurement and continuous improvement processes with cross-functional teams at a global level
• Act as a business partner and build strategic relationships with global and cross-functional partners, and influence strategy to drive improvements
• Advocate for our Vendor Partners with internal teams to enable operations that help improve the customer experience or increase the safety of our platform
• Travel to vendor sites and internal team summits as per needs (indicatively 10-15% of the time)

• 5+ years of Project Management experience, with knowledge in process management, process improvement, operational efficiency and effectiveness
• Experience with customer operations (outsourced, BPOs, internal, scaled) and the impact/risk of new implementations / change management into the ecosystem
• Experience prioritizing and managing multiple projects simultaneously in a fast-paced environment with minimal guidance
• Experience working with internal/external stakeholders in multiple geographic regions
• Experience communicating to a variety of audiences
• Analytical, problem-solving, negotiation and organizational experience

• Experience working with customer support centers
• Experience in PMO type functions
• Certifications in Lean Six Sigma and/or PMP
• BA/BS or equivalent 4-year university degree