Program Manager

Overview

The Reality Labs Service Planning & Design team at Meta is dedicated to enhancing service experiences for Reality Labs customers. As a Program Manager in this team, your core responsibility will be to architect and implement service strategies for new products and program rollouts, while managing the Post-Sales Operations portfolio and shaping the organization's business rhythm and operating guidelines.

This role entails direct oversight of programs and influencing organizational effectiveness by coordinating dependencies across multiple initiatives to ensure prioritized, outcome-driven investments. Strong collaboration with leadership and cross-functional stakeholders—including business, product, and engineering teams—is essential in translating strategic plans into actionable roadmaps, pinpointing portfolio risks, and enforcing operational discipline.

Key Responsibilities

• Work collaboratively with diverse teams to create, plan, and roll out holistic service solutions addressing customer and business needs.
• Lead the design of omni-channel customer experiences for launching new products and programs.
• Craft and execute strategies to enhance service quality drawing from customer input and industry developments.
• Maintain an in-depth understanding of customer behaviors, requirements, and potential pain points within their service journeys.
• Manage the Post-Sales Operations portfolio ensuring alignment with strategic goals, driving progress, foreseeing risks, and optimizing resource distribution.
• Assess incoming requests to Post-Sales Operations, balancing resource availability and priority to determine work sequence.
• Drive alignment across product, engineering, finance, and operations teams to resolve priority conflicts and facilitate program execution.
• Communicate strategic visions and progress updates effectively with senior leadership.
• Act as the single-threaded owner (STO) overseeing multiple workstreams within Post-Sales Operations.
• Develop scalable plans to navigate ambiguous scenarios, identify resource needs, and eliminate bottlenecks.
• Utilize artificial intelligence tools to streamline program management processes, standardizing practices, tools, and templates across the program portfolio.
• Support organizational rhythms including planning cycles, business reviews, and setting objectives like OKRs and goals.

Required Qualifications

• Minimum 6 years’ experience in program management, service design, customer service, or operations.
• Proven success in handling complex portfolios and leading multifaceted programs to completion.
• Strong analytical and problem-solving abilities focused on data-informed solutions.
• Excellent communication and facilitations skills capable of engaging senior leaders and managing all organizational levels with confidence.
• Expertise in establishing portfolio governance frameworks such as program intake, prioritization, and performance reporting.
• Experience creating integrated roadmaps and managing interdependent programs involving competing priorities and shared resources.
• Ability to utilize data and defined metrics to evaluate program effectiveness and guide prioritization decisions.
• Track record of collaborative work across multifunctional stakeholders.
• Capability to manage multiple projects effectively in a fast-paced environment.
• Solid knowledge of current trends and principles in service design.

Preferred Qualifications

• Proven experience integrating AI to enhance workflows and deliver measurable improvements.
• Familiarity with responsible AI practices including risk assessment, bias mitigation, and quality checks.
• Commitment to continuous AI skill advancement and awareness of emerging AI technologies.
• Certifications in program/project management or service design.
• Background in technology firms or startups.
• Experience with consumer electronics or hardware companies’ service operations.
• Knowledge of design thinking tools and methodologies like Mural or Figma.

About Meta

Meta creates technologies that facilitate human connection, community building, and business growth. Since its launch, Meta has transformed digital interaction and now pioneers immersive experiences through augmented and virtual reality, shaping the future beyond traditional screen-based connectivity.

Additional Information

Meta is an equal opportunity employer committed to diversity, inclusion, and accommodation. They participate in legal employment verification programs and may use AI in the recruitment process. Candidates requiring assistance due to disability can request reasonable accommodations.

Compensation and Benefits

Salary ranges from $118,000 to $170,000 annually, excluding bonuses, equity, and benefits. Actual compensation depends on skills, qualifications, experience, and location. Meta offers comprehensive benefits beyond base pay.