Business Analyst, WhatsApp Customer Operations – Meta (formerly Facebook)

17% 1-Year Employee Growth Rate | 34% 2-Year Employee Growth Rate | LinkedIn | $16.1B Venture Funding

What Is Employee Growth Rate & Why Is It Important?

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.We are seeking a dynamic, analytical, process and detail-oriented Business Analyst who can partner effectively and closely with our leadership team in Customer Operations and across WhatsApp organization. Someone comfortable with ambiguity to manage and drive cross functional projects independently, and thrive in the absence of process/oversight. This role will require leveraging SQL to source and mine data and using Big Data tools such as Tableau, Hive, and Presto to analyze trends, metrics, identify areas to improve operational efficiency and provide tools for leadership to make data-informed decisions.

Business Analyst, WhatsApp Customer Operations Responsibilities:

• Use internal and external data of both strategic and operational metrics (e.g. vendor translation quality, audits information, user journey, turnaround time) to derive insights that will drive strategic business decisions
• Build prototypes of analytical tools to help scale the procurement of insights
• Drive operational excellence that supports cross functional partners, and ensure the smooth running of weekly, monthly and quarterly business rhythms
• Develop compelling analyses to execute data-informed initiatives that help improve our support channels, productivity, and quality at scale
• Create robust data infrastructure to surface accurate topline and secondary metrics
• Collaborate with cross functional stakeholders, especially from localization operations teams, to identify, define, and evangelize metrics with business teams
• Focus on process and continuous improvement of core metrics through automation and process enhancement
• Act as a thought leader for data-informed initiatives and guide the team’s direction overall
• Build in-depth understanding of, and conduct investigations leveraging large and complex data sets
• Partner with Software Engineering, Data Engineering, Product, and Customer Operations teams to solve problems at scale
• Inform, influence, and execute new strategies and tactics using analysis and impact metrics to support your positions
• Build/maintain reports, dashboards, and metrics that equips the CO organization to scale successfully

Minimum Qualifications:

• Demonstrated experience in storytelling with data
• BA/BS in an analytical field (e.g. Computer Science, Engineering, Mathematics, Business or a related field)
• 5+ years experience of initiating and driving projects to completion
• Experience with data visualization tools such as Tableau or packages in R/Python
• 5+ years of SQL experience (creating and updating queries)
• Communication experience in articulating issues to both technical and non-technical audiences
• Experience with reporting systems and data pipeline architecture
• Demonstrated problem-solving experience with experience providing actionable business insights and recommendations data and fact-based
• Experience working collaboratively with cross-functional stakeholders and partners
• 4+ years of work experience in Business Analytics, Operations analytics, and/or Strategy consulting, or 3+ years experience with MBA/Master’s degree

Preferred Qualifications:

• Graduate degree in an analytical field
• Experience extracting data from large/complex databases
• Experience with Customer Operations or Scaled Services
• Understanding of Localization operations and its data needs

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, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected].

Tagged as: 501+ Employees, Hide US-Only Jobs, Venture Funded