Service Operations Program Manager

Facebook - Menlo Park, CA4.2

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started.
The AR/VR Service team seeks a Service Operations Program Manager who will drive the design, scale, and day-to-day activities of Post-Sales Service experience across Europe. You will partner with vendors to develop consumer facing returns processes and tools, along with internal Facebook tools, backend infrastructure, Facebook system integrations, and analytics services. 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, self-motivation, and a combination of strategic and execution abilities to drive “best-in-class” customer experiences. Excellence in execution, driving detailed implementation, a launch-focused track record, and systematic approach to problem solving are required.
Design and deliver differentiated, game-changing post purchase service experience (e.g. product returns flow, inventory management, design for service requirements).
Partner with third-party-vendors to deliver best in class performance metrics for reverse logistics and contact centers.
Manage and execute the evolution of future customer-focused post purchase services.
Manage service process and repair quality to drive best in class results.
Drive new product readiness within the post sales network to include: repair support network definition, materials availability, training, process tools development, and repair entitlement.
Communicate customer experience strategy and roadmap to the executive team, customers, external stakeholders and employees.
10+ years of management experience with knowledge in Service Operations.
Experience as a business and operations leader who can deal with organization.
Track record of achieving and exceeding operational goals.
Knowledge improving experiences by leveraging technology platforms.
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 to driving detail and operational excellence.
Experience working with teams including technical, design and business experts.
Communication, partnership, and negotiation experience, with experience presenting service vision both internally and externally.
Focused on a continual pursuit of ideation and game-changing service solutions.