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Meta QA Vendor Program Manager in Topeka, Kansas

Summary:

WhatsApp is a fast, simple and reliable way to talk to anyone in the world. More than 1.5 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.Customer Operations focus is to support and educate the people and businesses who use our products through direct interactions and scalable solutions. We develop processes to help improve the health of our products and work with cross-functional partners to ensure a high-quality experience on our platforms. You will gain experience and make an impact in a fast-growing organization. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for WhatsApp users globally. If you like helping people, Customer Operations is for you.

Required Skills:

QA Vendor Program Manager Responsibilities:

  1. Responsible for driving day-to-day operations delivery across multiple testing workflows for a medium-scale offsite, multi location, vendor workforce

  2. Partner with internal Product Operations Specialists and other business stakeholders to define key performance indicators and success criteria across vendors, including reporting on operational performance targets, workflow coverage, output/productivity and quality are being met by vendor teams as per contractual agreements

  3. Drive an increase in service quality in all facets of the program through reinforcing standards that are in line with our metrics and coordinating cross-team quality assurance efforts

  4. Act as bridge amongst vendor teams and internal stakeholders

  5. collaboration and partnership with the Operations teams across different offices and geographies, especially internal/external, local/global stakeholders and remote teams

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

  7. Create processes that ensure our test documentation is updated and relevant for our vendors

  8. Provide qualitative inputs towards capacity planning for multi-skilled team

  9. working with key business stakeholders to define headcount needs, staffing plans and manage resourcing to execute against operational targets and achieve business objectives

  10. Manage training, on-boarding and knowledge transfer to and from the vendor in collaboration with WhatsApp's global learning team

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

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

  13. Be present with vendors to build/maintain connection to purpose, advocate for their end-to-end experience, and drive mission/vision

Minimum Qualifications:

Minimum Qualifications:

  1. 5+ years of experience in product, software, web or mobile app QA functional testing

  2. Experience in program management, communication, stakeholder management, negotiating and influencing skills with experience of achieving engagement from senior and cross-functional stakeholders

  3. Experience managing large scale projects or programs

  4. Experience solving problems, analyzing data and using data in solving and providing practical business insights

  5. Experience working independently at times, capable of working as part of a global, cross-functional team and working with all levels

Preferred Qualifications:

Preferred Qualifications:

  1. Knowledge of quality testing standards and best practices

  2. Experience as a team lead with operations performance accountability

  3. Experience in customer success programs (implementation, running the business, and improvements)

  4. Bachelor's degree and/or Master's Degree or equivalent degree

Industry: Internet

Equal Opportunity: 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 accommodations-ext@fb.com.

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