Service Operations Lead

1 week ago

Redmond, Washington, United States Meta Full time

The Reality Labs Service Team is looking for an experienced and highly talented Service Operations Lead. Within this role you will drive the design, scale, and day-to-day activities of Post-Sales Service experience across Global network. You will partner with vendors to develop consumer facing returns processes and tools, along with internal tools, backend infrastructure, system integrations, and analytics services. You will be looking after exciting products that fall under the Oculus umbrella as well as Portal. Your work will require you to successfully partner with a diverse set of team members spanning go-to-market, legal, software/hardware engineering, supply chain, and forward logistics to align with our evolving go-to-market and internationalization strategies. The role combines strategy, planning, and day-to-day execution. We are looking for a highly resourceful individual with passion for customers, and process excellence.Reality Labs Service Team is developing the future of AR/VR and bringing products to consumers that transform entertainment and social experiences. AR/VR Reality's potential to connect the world is immense-and we're just getting started. Reality Labs Service Operations team is tasked with growing consumer adoption of AR/VR technology and with working with partners to develop this new exciting category.

Service Operations Lead Responsibilities:

Manage third-party-vendor operational relationshipManage day to day service operations performance (inbound, test, re-manufacturing) including production (repair and refurb) quality to drive best in class resultsPartner with internal stakeholders and third-party-vendor to meet production plans, increase recovery, and decrease unit disposition to landfillsDesign and deliver differentiated, game-changing post purchase service experience (e.g. product returns flow, design for service requirements)Communicate customer experience strategy and roadmap to the executive team, customers, external stakeholders, and employeesManage and execute the evolution of future customer-focused post purchase servicesDrive new product readiness within the post sales network to include repair support network definition, training, process tools development, and repair entitlementMinimum Qualifications:
Bachelor or Master degree4+ years of experience in Service Operations for Consumer Electronics/HardwareExperience as a business and operations leader in a cross-functional environmentTrack record of achieving and exceeding operational goalsKnowledge improving experiences by leveraging technology platformsExperience in developing complex programs/ project managementExperience thinking strategically, continually innovate against marketplace and customers' needs, and analytical mindset with experience focusing on details and drive operational excellenceAnalytical experience and experience driving detail and operational excellence, Excel and PowerPoint skillsExperience working with teams including technical, design and business expertsCommunication, partnership, and negotiation experience, with experience presenting service vision both internally and externallyExperience managing repair lines or manufacturing linesTrack record of effective vendor managementPreferred Qualifications:
Experience focusing on a continual pursuit of ideation and game-changing service solutionsExperience with building processes, programs and networks from scratchAbout Meta:

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.

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-

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