The Reality Labs Service Planning & Design team at Meta is focused on planning, designing, and improving service experiences for Reality Labs customers. As a Program Manager on the Service Planning & Strategy team, you will be responsible for designing and implementing service experiences for new products and program launches, while also overseeing the Post-Sales Operations portfolio of work and shaping the organization's business rhythm and operating principles.You will directly manage programs while also shaping how our organization operates, helping manage interdependencies across concurrent initiatives, and ensure that program investments are prioritized and sequenced to deliver measurable business outcomes. You will partner with leaders and cross-functional stakeholders to translate organizational strategy into executable roadmaps, surface portfolio-level risks, and drive operational rigor across the programs you oversee.This is a highly collaborative role that requires working across business, product, and engineering teams, as well as directly interfacing with and influencing leadership within and outside of our organization. You will need a demonstrated understanding of customer needs, industry trends in service design, and organizational effectiveness.
- Collaborate with cross-functional teams to design, plan, and deliver service solutions that solve customer and business problems
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Lead the creation of holistic, omni-channel customer experience designs for new product and program launches
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Develop and implement strategies to improve service experiences based on customer feedback and industry trends
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Develop and maintain a deep understanding of customers' needs, behaviors, and potential issues within their experience
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Oversee the Post-Sales Operations organization's portfolio of work, ensuring alignment with business objectives and priorities, driving progress, anticipating and mitigating risks, and making recommendations to optimize resource allocation
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Evaluate requests coming to the Post-Sales Operations team and effectively assess tradeoffs, including resourcing, to determine the priority of work
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Facilitate alignment across product, engineering, finance, and operations stakeholders to resolve competing priorities and unblock program execution
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Collaborate with senior leadership to communicate strategic vision and tactical updates
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Serve as a single-threaded owner (STO) for the Post-Sales Operations organization across multiple workstreams
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Build scalable plans to deal with the most ambiguous situations, assessing resource needs and removing bottlenecks
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Leverage AI to drive operational efficiency by standardizing program management practices, tools, and templates across the portfolio
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Support business rhythm activities, including planning processes, business reviews, and OKR and goal-setting development
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6+ years of experience in program management, service design, customer service, and/or operations
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Proven track record of managing complex portfolios and successfully leading complex programs to deliver results
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Strong analytical and problem-solving skills, with the ability to drive data-driven solutions and recommendations
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Excellent communication and facilitation skills, with the ability to engage senior stakeholders, influence across all levels of the organization, and lead complex discussions with clarity and confidence
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Experience in designing and implementing portfolio governance frameworks, including program intake, prioritization models, and portfolio health reporting
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Experience developing integrated roadmaps and managing interdependencies across a portfolio of programs with competing priorities and shared resources
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Experience using data and defined metrics to evaluate program performance and inform portfolio-level investment and prioritization decisions
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Proven track record of working collaboratively with cross-functional teams and stakeholders at all levels of the organization
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Ability to work in a fast-paced environment, prioritizing multiple projects and deadlines
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Demonstrated understanding of industry trends and best practices in service design
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Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)
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Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)
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Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies
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Certification in program/project management or service design
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Experience working in a technology company or startup environment
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Service experience in a consumer electronics/hardware company
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Familiarity with design thinking methodologies and tools (e.g., Mural, Figma)
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
[email protected].
$118,000/year to $170,000/year + bonus + equity + benefits
Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.
