Ensuring a safe, secure and high-quality experience for WhatsApp users by protecting them from unwanted/unsolicited messages, adversarial attacks like phishing attempts, and activity that could lead to real world harm
Requirements
- 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
- Experience in Trust & Safety, Integrity or Operations preferred
- Experience managing projects or process improvements
- Experience engaging with Vendor Management partner teams to drive collaboration and efficiency
Responsibilities
- Execute the Scams operational and measurement strategy, driving cross-functional collaboration and ensuring the completion of the operations roadmap across product, policy, process, systems, and data/analytics
- Manage day-to-day Business Integrity Operations through vendor engagement and process improvement, to improve quality and efficiency outputs
- Proactively analyze operational data to identify trends, opportunities, and anticipate future business needs
- Effectively plan, manage, and execute complex projects from ideation to completion, pushing the boundaries and envisioning the future of this area of the business to further our mission
- Develop an end-to-end understanding of fraud and scams and how it affects our community
- Be a subject matter expert for the company, and maintain expertise by regularly performing operational core work, handling escalations and quality audits
- Participate in on-call emergency escalation rotation as well as after-hours and weekend duty when necessary
Other
- 3+ years of experience in a role involving strategic/analytical initiatives (operations, project management, Quality, Process Optimization experience)
- Self-starter, intellectually curious and creative individual thriving in ambiguous environments
- Experience building connections with cross-functional partners and team members through effective communication and collaboration
- Ability to work in a goal-oriented environment
- Ability to deliver results in a fast-paced environment
