Vendor Programme Manager

2 weeks ago

Dublin, Dublin City, Ireland Meta Full time

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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.

Manage day-to-day vendor operations of 1 or 2 sites across multiple workflows for a large-scale offsite, multilingual, vendor workforce

Partner with internal business teams to define KPIs and success criteria including management reporting on operational performance targets, workflow coverage, utilization, output/productivity and quality

Drive exceptional service quality in all facets of the program through reinforcing high standards and coordinating cross-team quality assurance efforts

Strong collaboration and partnership with the Operations teams across different offices and geographies, especially other Program Managers and ability to work with a variety of internal/external, local/global stakeholders and remote teams

Manage short/medium/long term capacity planning for large multi-skilled team – working with key business stakeholders to define headcount needs, staffing plans and manage resourcing to execute against operational targets and achieve business objectives

Coordinate the planning and staffing of new workflow launches, new sites, updates and migrations

Drive continuous improvement efforts to improve operational performance and client experience through the use of data analysis and executing on data-informed initiatives.

Partner with global teams to exchange best practices, align processes and prototype new initiatives

Define and execute on strategies to maximize impact and efficiency of our vendor workforce while delivering best-in-class client experience

Role requires some international travel to vendor sites and across Meta offices

Minimum Qualifications

4+ years experience in an Scaled Operations Center

Experience with front-office and back-office customer support environments

Experience managing large scale projects or programs

Excellent program management, communication, stakeholder management, negotiating and influencing skills with a strong track record of achieving engagement from senior and cross-functional stakeholders

Self starter, capable of working as part of a global, cross-functional team and working with all levels

Excellent analytical skills

Preferred Qualifications

IAOP or COPC certifications

Experience working with contact centre, tech industry

Familiarity with BPO landscape

BA/BS or equivalent 4 year university degree

Locations

About Meta

Meta 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.

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 accommodations- .

Meta 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 here . We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. We may use your information to maintain the safety and security of Meta, its employees, and others as required or permitted by law. You may view Meta Pay Transparency Policy, Equal Employment Opportunity is the Law notice, and Notice to Applicants for Employment and Employees by clicking on their corresponding links. Additionally, Meta participates in the E-Verify program in certain locations, as required by law.

Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations- .

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