Program Manager, Service Design & Strategy
Austin, TX • Seattle, WA • Burlingame, CA • Full Time+ 2 more•Full Time
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Meta
AR/VR
Facebook Reality Labs
Program Management
The Reality Labs Service Planning & Design team at Meta is focused on planning, designing, and improving service experiences for Reality Labs customers. As a Service Strategy & Design Program Manager, you will be responsible for designing and implementing service experiences for Reality Labs customers, including new product and program launches. You will work closely with cross-functional teams within and outside of our organization to identify areas for improvement and develop strategies to enhance the overall service experience.
To be successful in this role, you’ll have a passion for customer service, experience managing multiple complex projects concurrently, and thrive in a fast-paced environment. You’ll balance strategic thinking with hands-on execution to effectively navigate ambiguous problem spaces and build solutions that meet the needs of our customers. You will leverage your strong understanding of industry trends and best practices in service design, as well as excellent communication, program, and project management skills.
Program Manager, Service Design & Strategy Responsibilities
- Collaborate with cross-functional teams to design, plan, and deliver service solutions that solve customer and business problems
- Continuously monitor and evaluate existing service experiences to identify areas for improvement
- Develop and implement strategies to improve service experiences based on customer feedback and industry trends, assisting in delivering our service strategy and vision
- Develop and maintain relationships with key stakeholders, including customers, partners, and internal teams
- Drive the development and execution of customer service design initiatives across multiple channels
- Lead the creation of holistic, omni-channel customer experience designs
- Utilize human-centered design methodologies to improve every stage of the customer lifecycle
- Develop and implement service design strategies to enhance customer satisfaction
- Collaborate with senior leadership to communicate strategic vision and tactical updates
- Identify opportunities for process optimization and efficiency gains
- Build scalable plans to deal with the most ambiguous situations, assessing resource needs and removing bottlenecks.
- Develop and maintain a deep understanding of customer needs, behaviors, and potential issues within their experience
Minimum Qualifications
- 5+ years of experience in service design, customer service, operations, or a related field
- Proven track record of successfully leading complex programs and delivering results
- Understanding of industry trends and best practices in service design
- Communication and project management skills
- Proven track record of working collaboratively with cross-functional teams and stakeholders at all levels of the organization
- Analytical and problem-solving skills
- Leadership skills with experience influencing and collaborating effectively across all levels of the organization
- Communication and facilitation skills, with experience engaging stakeholders and lead complex discussions with clarity and confidence
Preferred Qualifications
- Service experience in a consumer electronics/hardware company
- Certification in service design or a related field (e.g., Six Sigma)
- Experience working in a technology company or startup environment
- Familiarity with design thinking methodologies and tools (e.g., Mural, Figma)
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.
$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.
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 .