Operational Readiness Program Manager

Job title: Operational Readiness Program Manager

Company: Meta


Job description: 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.Operational Readiness Program Manager ResponsibilitiesManage cross-functional operational readiness efforts, working with various Customer Operations functions to ensure a smooth launch of new work and change managementTranslate business requirements into implementation plans, furthering our mission of delighting users at scaleExperience of working on issues that may not be clearly defined and require strategic direction, analysis of situations and conceptual thinkingPrioritize competing needs with effectual reasoningFacilitate relationships between teams, move initiatives forward, find resources, raise concerns to appropriate owners early and resolve open issues that prevent progressPredict roadblocks and obstacles, establishing meetings or integration points between teamsPerform change implementation risk assessments to ensure successful delivery of projects with minimal disruption to operational metrics and the vendor networkCommunicate prioritization and trade-off operational decisions to the broader cross-functional team to drive consensus, and ensure that those decisions are properly implementedProvide 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 levelAct as a business partner and build strategic relationships with global and cross-functional partners, and influence strategy to drive improvementsAdvocate for our Vendor Partners with internal teams to enable operations that help improve the customer experience or increase the safety of our platformTravel to vendor sites and internal team summits as per needs (indicatively 10-15% of the time)Minimum Qualifications5+ years of Project Management experience, with knowledge in process management, process improvement, operational efficiency and effectivenessExperience with customer operations (outsourced, BPOs, internal, scaled) and the impact/risk of new implementations / change management into the ecosystemExperience prioritizing and managing multiple projects simultaneously in a fast-paced environment with minimal guidanceExperience working with internal/external stakeholders in multiple geographic regionsExperience communicating to a variety of audiencesAnalytical, problem-solving, negotiation and organizational experiencePreferred QualificationsExperience working with customer support centersExperience in PMO type functionsCertifications in Lean Six Sigma and/or PMPBA/BS or equivalent 4-year university degreeAbout 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.Equal Employment Opportunity and Affirmative ActionMeta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice .Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to .Apply for this jobTake the first step toward a rewarding career at Meta.APPLY NOWFind your roleExplore jobs that match your skills and experience. Search by technology, team or location to find an opening that’s right for you.CareersFollow usCareer programsTeamsWorking at MetaMy accountAbout usEqual Employment Opportunity and Affirmative ActionMeta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice .Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to

Expected salary:

Location: Dublin

Job date: Sun, 02 Feb 2025 23:56:10 GMT

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