Easter Seals Jobs

Summary:

WhatsApp is a fast, simple and reliable way to talk 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 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 WhatsApp Customer Operations Team is seeking a Quality Operations Program Manager, who is passionate about driving continuous improvements to our customer experience. We are looking for a passionate problem solver to develop both a deep and broad understanding of WhatsApp’s customer operations and understand where our people, processes, and systems need to improve in order to give help to the people who need it most. As a Quality Operations Program Manager, you’ll work closely with cross-functional partners, subject matter experts, and operations managers to ensure our global Customer Operations team is delivering world-class customer support. You will be responsible for reviewing customer support interactions, identifying defects, spotting trends, developing improvement recommendations and working with business partners to deploy your recommendations

Required Skills:

Quality Operations Program Manager Responsibilities:

1. Conduct current-state assessment of business processes and drive metric improvements, standardization of processes across programs. Report and resolve top quality issues impacting the organization.

2. Manage large-scale, complex projects and programs that impact operations & Quality organizations. Launch/maintain quality programs for new products and new support sites (vendor locations). Develop and deliver measurement and reporting to quantify the impact of all launches, and monitor and analyze operational metrics collaboratively with other teams.

3. Facilitate, develop, document and measure end to end processes utilizing process improvement methodologies, tools, and techniques (i.e Lean, Six Sigma, DMAIC, Kaizen)

4. Cultivate relationships, ruthlessly prioritize and maintain continuous alignment with your stakeholders and drive accountability, produce high quality deliverables (for yourself and your project stakeholders)

5. Design, build, and improve internal / external processes and systems that contribute to operational excellence and scalability. Be able to influence quality cross-functional teams on operational strategies & best practices.

6. Be a champion of change management. Communicate clearly the progress of initiatives to internal and external stakeholders, including the ability to synthesize feedback and adjust plans accordingly.

Minimum Qualifications:

Minimum Qualifications:

7. 5+ years of proven Project Management experience - working with tools (Lean, Six Sigma), identifying and leading programs to improve business performance and global programs. Project experience in a data driven decision making environment is essential.

8. Experience with operating simultaneously as an effective tactical as well as strategic thinker

9. 4+ years experience with GSuite, Charts, Statistical functions and related tools, to drive data-driven analysis and lead business improvements.

10. Experience with building relationships with global cross-functional teams with ease, delivering impact consistently through seamless communication, influencing teams towards achieving goals

11. Experience leading data-driven projects, communicating the results of analysis and insights to technical and non technical audiences.

12. Experience working within a fast-paced environment with a goal-oriented approach

Preferred Qualifications:

Preferred Qualifications:

13. 5+ years of experience initiating and driving projects to completion with minimal guidance.

14. Experience with complex process design, implementation and improvement

15. Experience working in a technology company or Consulting firm

Industry: Internet