Digital Service Program Manager

1 month ago

Burlingame, United States Facebook Full time
The Meta Reality Labs Post Sales Operations team is seeking a Program Manager to drive our consumer and enterprise customer self service experience to new heights. Our mission is to pioneer solutions that allow our customers to self serve online, in the product and in our apps. The Digital Service Program Manager will focus on the execution of digital self service projects, ensuring the seamless integration and optimization of our support tools, including our online tools, Quest devices, and Ray-Ban Meta smart glasses as well as our companion apps for both consumer and enterprise customers. This role requires an execution focused project management expert who can drive clarity, coordination, and exceptional results across our Digital Service ecosystem. This role will support both consumer and enterprise programs, ensuring that our diverse customer base receives topnotch support.

Digital Service Program Manager - Post Sales Operations Responsibilities:



  • Lead the planning, execution, and delivery of Digital Service projects, ensuring they are completed on time, within scope, and within budget.
  • Collaborate with internal teams, including product management, engineering, content development, customer service operations and customer experience to ensure cohesive and effective execution of Digital Service initiatives.
  • Maintain and optimize operational components at the tool level, ensuring each Digital Service tool performs at its best.
  • Communicate project goals, status updates, and results clearly to stakeholders, ensuring alignment and support throughout the project lifecycle.
  • Utilize data and analytics to drive decision making, measure success, and continuously improve Digital Service experiences.
  • Drive improvements to NPS and resolution rate through the delivery of efficient and innovative Digital Service solutions.
  • Identify potential risks, develop mitigation strategies, and address issues promptly to ensure project continuity and success.


Minimum Qualifications:



  • 3+ years of experience in Digital Service, customer service, or a related field.
  • Bachelor's degree in Business, Computer Science, or a related field.
  • Experience in project management, with expertise in leading complex projects from inception to completion.
  • Experience with Digital Service technologies, AI, machine learning, and data analytics.
  • Experience managing and coordinating cross functional teams.
  • Effective communication skills and communicating project updates to diverse audiences.
  • Proven analytical and problem solving skills, with a focus on execution and customer centric solutions.
  • Experience thriving in a fast paced, dynamic environment and manage multiple priorities simultaneously.


Preferred Qualifications:



  • Certifications: PMP, PRINCE2 or other relevant project management certifications are highly desirable.
  • MBA or relevant advanced degree


Meta is proud to be an Equal Employment 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. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

Meta 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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