We are looking for an experienced manager to join our Business Support Engineering, Messaging & Product Growth (MPG) team in Singapore. As the manager of the team, you will be responsible for managing a talented team of Business Support Engineers who provide engineering support service to Business Messaging (BM), Click to messaging (CTX), Users Registration (Mobile Identity), Facebook Operator Solution (FOS), and Mobile Analytics partners. These partners include Business Service Provider (BSPs), End Clients, Mobile Operators, Internet Service Providers (ISP), 3rd party aggregators and system Integrators.
The team meets our partners’ needs and different levels of Business Messaging API usage. The team supports Whatsapp/Instagram/ Messenger core platform, Commerce and Integrity for different audiences (BSPs, end clients, Telcos, Tech partners and Tech providers). 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. The WhatsApp Business API, our enterprise solution, helps medium and large businesses communicate with customers all over the world, so they can connect with them on WhatsApp in a simple, secure, and reliable way.
The team enables Meta’s user base growth by working with Mobile Operators / ISPs to help them deploy and proactively monitor and support the deployments of Facebook, WhatsApp and Instagram's Special Pricing configurations, VPN connections, Header Enrichment, and SMSC Binds in addition to detecting and mitigating the registration Artificially Inflated traffic (AIT). The team also works with Infrastructure teams to analyze and resolve any issues reported by Mobile Operators / ISPs / Vendors and evaluate improvements in the infrastructure deployments
We are a team of passionate advocates for businesses, committed to the success of enterprises. Our aspiration is to build a world-class enterprise grade support organization that is customer-centric, with user experience at the heart of everything we do. We are currently seeking a full-time manager who shares our passion for creating a safe and effective environment for people and businesses to connect across the world. The ideal candidate will thrive in a fast-paced organization, be excited about collaboration, and be focused on making a positive impact on the experience of our large scale global workforce and the entire Meta Community.
Responsibilities
- Lead the APAC Business Support Engineering team, a dynamic team that provides support for Business Messaging, User Registration, and CTX Enterprise Support. Ensure the success of our regional customers, work closely with the global team to set strategic direction, drive customer satisfaction, shape organizational strategy, and foster strong partnerships both within our team, crossfunction internal and external partners.
- Hire, support, manage, grow, motivate and retain a team of highly talented support engineers with diverse subject matter expertise who provide best-in-class support to our customers.
- Drive continuous optimization of our product, support systems, workflows, and tools enabling operations at scale and effortless customer experience
- Advocate for the team and align closely with multiple cross-functional partners, driving towards shared business and company goals
- Build a reliable relationship with account teams, partnerships and engineering teams to assure effective resolution of customer escalations. Advocate for, and influence outcomes for operational excellence with key stakeholders.
- Coordinate with the other Business Support Engineering managers in Dublin and Singapore to provide a seamless service to our partners.
- Mentor and continuously develop team member skills and ensure the team can support the next generation of products and partners.
- Acts as the voice of the customer by communicating the partner needs to product teams to improve people’s experiences with our products.
- Independently guide strategy in specific vertical(s) or team(s) and demonstrate breakthrough thinking.
- Ensure the team strategy is consistent by global vertical/ horizontal/ market level.
- Tackle complex problems holistically, solving for problems end to end, not just within immediate scope that have significant business impact.
- Visible as a thought leader in at least one area of expertise at a company level (Business messaging or CTX or Users Registration) .
- Effectively explain strategy and higher-level concepts to the team, cross functional orgs, and senior level executives. Exhibit excellent, articulate, persuasive, concise written and verbal communication skills.
- Ability for 20% international travel (Conditions allowing).
- Experience communicating with cross-functional internal (both technical and non-technical audiences) and external partners.
Minimum Qualifications
- 7+ years professional work experience including at least 4 years of leadership experience managing a technical Engineering team.
- Solid understanding of IT infrastructures and network protocols on different layers preferred with good knowledge of different data exchange formats, and protocols.
- Fundamental understanding of full web stack, REST API development and technologies, and bug management support.
- Experience assessing, analyzing and resolving operational issues using data.
- Experience in managing Operations organization with a focus on operational KPIs and customer satisfaction.
- Experience managing multiple concurrent projects and driving initiatives in a cross-functional environment
- Experience working across a global multicultural and multilingual team, solving problems and designing business operations from scratch
- Demonstrated creative problem-solving approach and strong analytical skills.
- Knowledgeable in driving solutions for global business use cases
- Experience with process change management or process improvement
- Passion for Meta’s family of products.
- Time management and multitasking abilities
- Experience working in a technology company, consulting firm or equivalent fast-paced environment
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
