WhatsApp is a quick, easy, and trustworthy method to communicate with anybody in the world. More than a billion people in more than 180 nations use WhatsApp to communicate with friends and family whenever and wherever they are.
WhatsApp is accessible and dependable wherever you go because it is not only cost-free but also available on a variety of mobile devices and in areas with poor connectivity. It's an easy and safe way to share special moments, share essential information, or keep up with friends. No matter where they are in the world, WhatsApp enables people to communicate and share.
The goal of WhatsApp Customer Operations is to give each user the feeling that the app was created just for them. The goal of WhatsApp Customer Operations is to serve our users with scalable solutions and both direct support interactions, as well as to improve the health of our products by educating users about how to utilize them. People who join our teams have a strong commitment to supporting others and are strong advocates for WhatsApp users. This job is based full-time at our Hyderabad office.
WhatsApp Market Manager Responsibilities
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Hire, lead, and enable a high-performing team to accomplish operational objectives by offering one-on-one support and advice on how to effectively scale operations.
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Develop, implement, and reinforce meaningful KPIs across market operations in areas such as ticket processing, automation & routing, and project management across areas such as quality, process improvement, reporting, insights, and research.
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Create/track team goals and work with direct reports on strategies for executing, measuring progress, and communicating updates to stakeholders.
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Working directly with global cross-functional teams, give direction, and support the team in completing projects and programs including quantitative analysis, market research, and strategy formulation.
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Through efficient communication and cross-functional cooperation, you may identify important market information for your area, make recommendations, and have an impact on team strategy.
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Work together with your team and global cross-functional teams to promote user rights in various markets.
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Serve as the India site lead for all Community Operations and Program teams.
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Using an executive communications strategy, engage with senior leadership to influence product, launch and land the strategic goals, and engage teams in creating an ethical work environment.
Minimum Qualifications:
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BA/BS degree in economics, finance, business, organizational management, international relations, or related fields
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10 - 12 years of experience in business operations, customer success, product management or research
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5+ years of direct people management experience in the technology sector, including managing leaders and managing remotely across multiple sites with a proven track record of attracting and scaling teams
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Experience strategic thought leader with a passion and expertise for transforming operations to improve customer support experience through innovation and championing the voice of the user
Preferred Qualifications:
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MBA or Master's degree
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Experience building and growing strong consumer/business products
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10+ years of in-country experience (living or full immersion in India)
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Fluency in Hindi and Bengali or Marathi is preferred to translate and appreciate language nuances on our platform
