Business Analyst, WhatsApp Customer Operations

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 partner teams and leadership in WhatsApp Customer Operations. 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 teams and leaders to make data-informed decisions.

Business Analyst, WhatsApp Customer Operations Responsibilities

• Design, build, deliver and support operations data instrumentation (pipelines, reports, dashboards etc) to help scale run and monitor operations and unlock powerful insights that drive decision making
• Build and maintain the canonical data sets, metrics and KPIs across operations (including definitions, methodology, data sources, hierarchy & relationships)
• Establish and run key business cadences, including metrics reviews and RCAs for weekly/monthly/quarterly business reviews to drive operational excellence across multiple teams
• Collaborate with cross functional stakeholders to provide data / analytical support for large, complex strategic projects and programs
• Leverage large and complex data sets to perform deep-dive analyses to quickly root-cause critical ops events and anomalies such as Service Level misses, SEV impact analysis etc.
• Partner with Software Engineering, Data Engineering, Product, and Customer Operations teams to solve problems at scale

Minimum Qualifications

• BA/BS in an analytical field (e.g. Computer Science, Engineering, Mathematics, Statistics, Business or a related field)
• 5+ years of work experience in Business Analytics, Sales Analytics, Sales Finance, Sales Operations, and/or Strategy Consulting, or 3+ years experience with MBA/Master’s degree
• Strong communications skills with demonstrated experience in storytelling with data for both technical and non-technical audiences
• 5+ years of SQL experience (creating and updating queries)
• Experience with data visualization tools such as Tableau or packages in R/Python
• Experience with reporting systems and data pipeline architecture
• Demonstrated experience in structured problem solving, providing actionable business insights and deep analyses with recommendations.
• Experience working collaboratively with cross-functional stakeholders and partners