Customer Experience Program Manager
Austin, TX • Burlingame, CA • New York, NY • Full Time+ 2 more•Full Time
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Meta
AR/VR
Program Management
As a Customer Experience Program Manager at Reality Labs' Customer Experience (CX) team, you will be a key contributor to a global team dedicated to harnessing the power of customer feedback and insights throughout the entire customer journey. Your efforts will directly drive significant improvements in customer experience and foster business growth.
In this role, you will play a crucial part in developing and implementing strategies for collecting customer experience intelligence, including surveys and various other feedback mechanisms. You will be instrumental in driving customer-centric improvements across the organization. As a CX/VoC subject matter expert, your commitment to customer centricity, combined with your technical and functional expertise, will be essential in executing and advancing our strategic goals. You will be responsible for the management, implementation, and delivery of solutions, projects, and capabilities within our team's portfolio.
Customer Experience Program Manager Responsibilities
- Define implementation strategies and collaborate with cross-functional teams to ensure timely and successful launch of projects
- Track the progress of the projects and coordinate the efforts across the teams, while coordinating with stakeholders to ensure project deliverables meet their needs and expectations
- Drive key strategic efforts in collecting customer feedback, deriving customer understanding, and enabling close-the-loop actions through Voice-of-Customer (VoC) surveys and other solutions
- Leverage technical expertise to define the technical program or platform strategy, and build a plan with technical dependencies
- Collaborate with cross-functional teams to design and implement CX initiatives, including process improvements, technology enhancements, and enabling data foundations
- Translate complex technical details into simple-to-understand communications and Business Requirement Documents (BRDs)
- Develop surveys and research initiatives for new listening touchpoints and improve existing survey programs to inform business decisions
- Develop journey maps to visualize the customer experience and identify pain points and opportunities
Minimum Qualifications
- 4+ years of experience in Customer Experience or Voice-of-Customer program/project management, customer success, or related roles
- Proven experience of working independently and proactively, implementing Customer Experience projects and supporting internal and external stakeholders
- Experience managing multiple projects, including a demonstrated understanding of project management methodologies and tools
- Proficiency in Customer Experience Management platforms (e.g., Medallia, Qualtrics)
- Demonstrated experience in designing and implementing customer feedback solutions, including VoC/CX surveys
- In-depth understanding of CX and VoC best practices and key metrics (e.g., NPS, CSAT, CES)
- Experience in building and conducting journey maps
Preferred Qualifications
- Degree in Management, Business, Marketing, Economics, or a related field of study
- Experience working with Medallia solutions
- Experience working in a global CX team focused on the entire customer journey
- Project management experience or certification
- Customer experience management certifications
For those who live in or expect to work from California if hired for this position, please click here for additional information.
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.
$94,000/year to $136,000/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.
Equal Employment Opportunity
Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here.
Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, fill out the Accommodations request form.
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Equal Employment Opportunity
Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here.
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 assistance or an accommodation due to a disability, fill out the Accommodations request form .