Content Strategist, WhatsApp Customer Operations

Menlo Park, CA

WhatsApp is a fast, simple and reliable way to talk to anyone in the world. Around 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.

WhatsApp Customer Operations' mission is to make each user feel like WhatsApp was made for them. WhatsApp Customer Operations' focus is on supporting our users through both direct support interactions as well as scalable solutions, and on improving the health of our products by helping people understand how to use them. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for WhatsApp users.

Responsibilities

  • Oversee the content strategy for a product area or set of features, draft clear, actionable support content based on the strategy
  • Apply, maintain, and evangelize content standards and best practices
  • Collaborate with operations, product, marketing, communications, and legal to explain complicated product and policy concepts in simple, jargon-free language
  • Manage multiple complex projects simultaneously while maintaining close attention to detail and meeting tight, frequently changing deadlines
  • Leverage data to improve WhatsApp's support experiences and troubleshoot known issues
  • Continually assess the tools, technology and processes used for content management, with full responsibility for change management when needed
  • Collaborate with multiple cross-functional partners to gain alignment on key strategic initiatives

Minimum Qualifications

  • 6+ years experience in Operations, with an expertise in the content strategy domain
  • Experience working directly with Operations and/or Customer Support teams and demonstrated understanding of the scaled support challenges faced in these environments
  • Proven track record of collaborating with and leading cross-functional groups, especially product, marketing, and legal teams, to produce meaningful results
  • Experience in using data and measurement to influence content strategies and solutions
  • Experience with content management systems
  • Demonstrated experience solving complex and diverse business problems

Preferred Qualifications

  • Experience with communication to senior leadership
  • Experience with content analytics tools

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started.

Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com.