Program Manager - Service Planning & Design

Overview

The Reality Labs Service Planning & Design team at Meta specializes in crafting and enhancing service experiences for customers. As a Program Manager, you will be responsible for both designing service experiences for new product launches and managing the Post-Sales Operations portfolio, all while influencing organizational processes and priorities.

Key Responsibilities

• Collaborate across teams to create and implement service solutions addressing customer and business challenges.
• Lead development of comprehensive, omni-channel customer experience designs for new product and program rollouts.
• Strategize and execute improvements for service experiences leveraging customer feedback and market trends.
• Gain and maintain deep insights into customer behaviors, needs, and pain points.
• Manage the Post-Sales Operations portfolio, aligning projects with business goals, managing risks, progress, and recommending optimal resource deployment.
• Assess incoming requests to prioritize work and resource allocation effectively.
• Coordinate with product, engineering, finance, and operations leaders to resolve prioritization conflicts and enable smooth program delivery.
• Communicate strategic visions and tactical updates to senior leadership.
• Act as the single-threaded owner overseeing multiple Post-Sales Operations workstreams.
• Develop scalable plans for ambiguous challenges by evaluating resource requirements and clearing bottlenecks.
• Utilize AI technologies to standardize program management processes, tools, and templates across programs, enhancing operational efficiency.
• Support planning cycles, business reviews, and objective/key results development activities as part of business rhythm.

Required Qualifications

• At least 6 years of experience in program management, service design, customer service, or operations.
• Proven ability to manage complex portfolios and deliver results on multifaceted programs.
• Strong analytical capabilities with a focus on data-driven decision making.
• Effective communication and facilitation skills to engage senior stakeholders and lead discussions confidently.
• Experience implementing portfolio governance frameworks including program intake and prioritization models.
• Track record in developing integrated roadmaps, managing competing priorities, and shared resources.
• Use of data and metrics to monitor program performance and guide investment decisions.
• Collaborative approach working with cross-functional teams at all organizational levels.
• Comfort in fast-paced settings, juggling multiple projects and deadlines.
• Understanding of current trends and best practices in service design.

Preferred Qualifications

• Experience integrating AI tools to optimize workflow and deliver measurable improvements in efficiency and quality.
• Knowledge of responsible and ethical AI use, including risk management and bias mitigation.
• Ongoing AI skill development, including prompt engineering and agent orchestration, keeping up with emerging AI innovations.
• Certification in program or project management or in service design.
• Experience in technology companies or startup environments.
• Background in consumer electronics or hardware service sectors.
• Familiarity with design thinking methodologies and tools such as Mural and Figma.

About Meta

Meta develops technologies that connect people, foster communities, and empower businesses. From its founding in 2004, Meta has transformed how individuals connect globally through platforms like Messenger, Instagram, and WhatsApp. The company is now advancing toward immersive technologies involving augmented and virtual reality to enable social experiences beyond current digital limitations.

Equal Opportunity and Accessibility

Meta is an Equal Employment Opportunity and Affirmative Action employer that values diversity and does not discriminate based on a variety of legally protected characteristics. The company also welcomes applicants with criminal histories where permitted by law and provides accommodations for candidates with disabilities during recruitment.

Compensation

The base annual salary ranges between $118,000 and $170,000, with additional potential bonuses, equity, and benefits. Compensation depends on individual skills, experience, qualifications, and location. Benefits packages complement base compensation.