Service Operations NPI & Business Manager
Sunnyvale, CA • Full Time
Meta
AR/VR
Facebook Reality Labs
Global Operations
Oculus
Social VR
Hardware
Operations
This position will be responsible for designing service plans based on customer-focused processes for Meta-owned product categories to ensure the Service Operations is ready for a successful product launch, creating a business strategy that will impact the Service P&L, forming a long-term service network playbook, creating and optimizing the working process, setting and executing value-added gross profits goals, and delivering refurbished finished goods.
The role will facilitate partnerships with post-sales operations, the category sales team, NPI /SUS OPMs, the engineering team, fulfillment, logistics, CI-OPS and supply planning teams.
Service Operations NPI & Business Manager Responsibilities
- Design service plan based on customer-focused processes for Meta-owned product categories to ensure the Service OPS are ready for a successful product launch.
- Processes will include readiness of the Service Management and Operations, Customer Support, Customer Experience, materials and logistics as well as early indicators of the product quality in the field.
- Work cross-functionally to maintain and drive product launch activities and schedule, ensuring all teams in Service OPS deliver their milestones in a timely manner.
- Demonstrated experience of trying new approaches, balancing risk and impact, proactively working on issues that may not be clearly defined and require strategy and direction, analysis of situations and conceptual thinking.
- Work efficiently to resolve any roadblocks to launch, bringing the team together to collaborate and execute on action items.
- Work with cross-functional teams to take action on the data to help maximize consumer delight and reduce quality issues.
- Continue to track the product after launch to implement lessons learned and process improvement to future products.
Minimum Qualifications
- 10+ years of experience in operations.
- 5+ years of experience as a people manager.
- Bachelor's or Master’s degree in Engineering, Operations, Supply Chain Management, or a related field.
- Experience in new product introduction in the high tech space, driving projects with results.
- Experience of driving new product introduction projects with verifiable results.
- Knowledge of customer service operations, consumer warranty policies and repair operations.
- History in devising and tracking data-driven processes.
- Experience thinking strategically, continually innovating against the marketplace and customers’ needs, and proven experience in focusing on details.
- Communication, problem solving, and collaboration skills.
Preferred Qualifications
- Demonstrated experience in building cross-functional relationships at all levels of the organization.
- Experience in driving results and motivating teams.
- Experience in a leadership position and achieving results with minimal supervision.
- Consumer Electronics and/or Carrier experience.
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.
$186,000/year to $253,000/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 .