Program Manager, Service Design & Strategy - Meta

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.

RESPONSIBILITIES

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

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

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)