Program Manager - Customer Operations

Meta Reality Labs is searching for an experienced Program Manager to work within the Global Contact Center Operations team supporting Meta Reality Labs products. This person will be responsible for driving progress on all assigned projects, managing resources, stakeholder communications and tracking milestones. You will have the opportunity to work across multiple operations and software engineering groups focused on optimizing internal tools, implementing new digital communication channels, platform integrations, business process management & technical documentation etc.Program Manager - Customer Operations Responsibilities

• Schedule, measure and report on progress of project teams.
• Monitor and report the status of key milestones/deliverables.
• Follow established Change Management processes.
• Ensure agreement, alignment and sign-off of initiatives and key deliverables.
• Maintain project documentation repositories.
• Facilitate workshops, product demonstrations and software trials.
• Conduct Security, Privacy and Risk reviews as needed.

Minimum Qualifications

• BA/BS degree.
• 3+ years of experience in roles involving customer support, customer experience, operations, product launches, data analysis or technical systems.
• 3+ years experience managing projects or process improvement initiatives.
• Experience with program management using strategic, analytic and creative evaluation with a focus on problem solving customer experience pain points upstream.
• Experience with assessing, analyzing and resolving complicated issues, and distill that complexity into simple and concise communication.
• Experience building connections with cross-functional partners and team members through effective communication and collaboration, while delivering results in a goal-oriented environment.
• Experience working in a global cross-functional environment across multiple time zones with competing deadlines.
• Self-starter, intellectually curious and creative individual with experience operating in ambiguous development environments.

Preferred Qualifications

• Experience with project management software & tools: Asana, MS Project, Google
• Project certification (PMP, PRINCE2)

LocationsAbout 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. $116,000/year to $166,000/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.