Service Operations Lead

4 weeks ago

Redmond, United States Meta Platforms, Inc. 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 relationship



Manage day to day service operations performance (inbound, test, re-manufacturing) including production (repair and refurb) quality to drive best in class results

Partner with internal stakeholders and third-party-vendor to meet production plans, increase recovery, and decrease unit disposition to landfills

Design 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 employees

Manage and execute the evolution of future customer-focused post purchase services

Drive new product readiness within the post sales network to include repair support network definition, training, process tools development, and repair entitlement

Minimum Qualifications

* Bachelor or Master degree



4+ years of experience in Service Operations for Consumer Electronics/Hardware

Experience as a business and operations leader in a cross-functional environment

Track record of achieving and exceeding operational goals

Knowledge improving experiences by leveraging technology platforms

Experience in developing complex programs/ project management

Experience thinking strategically, continually innovate against marketplace and customers' needs, and analytical mindset with experience focusing on details and drive operational excellence

Analytical experience and experience driving detail and operational excellence, Excel and PowerPoint skills

Experience working with teams including technical, design and business experts

Communication, partnership, and negotiation experience, with experience presenting service vision both internally and externally

Experience managing repair lines or manufacturing lines

Track record of effective vendor management

Preferred Qualifications

* Experience focusing on a continual pursuit of ideation and game-changing service solutions



Experience with building processes, programs and networks from scratch

Locations

About 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 committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to accommodations-ext@fb.com.

$142,000/year to $202,000/year + bonus + equity + benefits

Individual pay is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base salary, Meta offers benefits. Learn more about benefits at Meta.

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