Project Manager, WhatsApp Integrity Operations
Description
WhatsApp is a fast, simple and reliable way to communicate 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 helps people connect and share no matter where they are in the world. 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 Integrity Operations team at WhatsApp is dedicated to protecting users and society from harm on WhatsApp while being world-class on user privacy. We achieve this by providing subject matter expertise, establishing and maintaining efficient operations that yield accurate decisions and feedback to fuel continuous improvements. Additionally, we are accountable for user interactions related to integrity matters and offer insights in handling escalations, investigations, and emerging threats.
Responsibilities
Execute the UCC (Unwanted Contact & Compromise) Operations Strategy, collaborating cross-functionally across operations, product, policy, engineering, and data/analytics to deliver projects. Maintain a continuous focus on driving operational success and improvements Manage day-to-day vendor Operations of Compromise team through vendor engagement and process improvement, to manage quality and efficiency outputs Support Compromise initiatives involving LLM/AI by providing expert knowledge and helping ensure that LLM/AI solutions enhance user experience and safety Proactively analyze operational and Integrity data to identify trends, opportunities, and anticipate future business needs. Collaborate cross-functionally to develop and implement solutions based on the analysis Gather, analyze and utilize relevant data to develop ways to improve the overall user experience and safety Effectively plan and manage complex cross-functional projects from the initial ideation phase through final execution Develop end-to-end understanding of the UCC harms and how they affect our community to become a subject matter expert for the company in the Compromise space. Use this expertise to conduct in-depth evaluations of user issues to support operational work (vendor and LLM/AI) and our Integrity partners Participate in on-call emergency escalation rotation as well as after-hours and weekend duty when necessary
Qualifications
3+ years of experience in a role involving strategic/analytical initiatives (operations, project management, quality, process optimization experience) Experience in a role involving strategic/analytical initiatives (process improvement, vendor management, project management, quality) Experience operating in and delivering results in an ambiguous environment Experience with strategically, analytically and creatively evaluating and solving problems Experience building connections with cross-functional partners and team members through effective communication and collaboration, and in delivering results in a goal-oriented environment Experience in Integrity and/or Operations Experience managing complex projects or process improvements