Project Manager, WhatsApp Trust & Safety

  • Individual Contributor
  • TSPA Members
  • Austin, TX, USA or Remote USA
  • Experience level: 3+ years

Website WhatsApp

This content was reproduced from the employer’s website on February 27, 2022. Please visit their website below for the most up-to-date information about this position.

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 helps people connect and share no matter where they are in the world.

The Trust & Safety team at WhatsApp is dedicated to ensure that those users have a safe, secure and high-quality experience. We are responsible for educating and protecting our users from unwanted/unsolicited messages, media, and phishing attempts. We partner with safety engineers to identify patterns and behaviors using internal tools to mitigate attacks and other violations.

Project Manager, WhatsApp Trust & Safety Responsibilities
Manage day-to-day Safety Operations through vendor engagement and process improvement, to improve quality and efficiency outputs
Influence & execute the Safety strategy and drive the operations roadmap cross-functional teams and roadmaps across product, policy, process, systems, data/analytics and drive continuous improvement and step change innovation
Gather, analyze and utilize relevant data to develop ways to improve the overall user experience and safety
Analyze operational data to identify trends and work cross-functionally on solutions
Develop and maintain strong relationships with cross-functional partners in Outsourcing, Policy, Security and Engineering
Effectively plan and manage complex projects from the initial ideation phase through final execution to further our mission
Participate in on-call emergency escalation rotation as well as after-hours and weekend duty when necessary
Develop a deep end-to-end understanding of Safety and how it affects our community
Be a Safety subject matter expert for the company, and maintain expertise by regularly performing operational core work, handling escalations and quality audits

Minimum Qualifications
3+ years of work experience in role involving strategic/analytical initiatives (operations, project management, Quality, Process Optimization experience)
Experience operating in and delivering results in an ambiguous environment
Experience with strategically, analytically and creatively evaluating and solving problems
Experience building connections with cross-functional partners and team members through effective communication and collaboration, and in delivering results in a goal-oriented environment
Self-starter, intellectually curious and creative individual knowledge operating in ambiguity

Preferred Qualifications
Experience in Trust & Safety or Integrity preferred
Experience managing projects or process improvements
Intermediate knowledge of data tools such as SQL, SAS or other coding languages and or data visualization tools

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