Director of Global Support Experience

4 days ago


Dublin, Dublin City, Ireland WhatsApp Full time
Job Description

We are seeking a skilled leader to drive operational excellence and deliver exceptional support experiences to our users worldwide. As the Head of Support Operations, you will be responsible for developing and executing strategies that meet the evolving needs of our customers.

Key Responsibilities:
  1. Define and build the operating model for WhatsApp Support, setting clear alignment with other functions and teams on responsibilities.
  2. Partner closely with the Product Group Lead and WhatsApp Operations leadership team to shape the future direction and strategy for this effort.
  3. Establish effective working relationships with global teams and cross-functional counterparts to identify opportunities to improve the customer experience and drive operational improvements.
  4. Represent WhatsApp and Global Operations on goals and priorities in the Customer Support space.
  5. Build and retain a world-class team through mentorship, guidance, and career development.
Requirements
  • 10+ years of experience in Customer Support, Operations or Strategy.
  • Proven track record of transforming operations to provide excellent customer experience through innovation and improvement.
  • Experience building and executing against KPI's.
  • Strong communication skills and executive presence.
  • Experience working across large matrixed organizations.
  • Proven track record of attracting, scaling, and developing teams.

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