Program Manager - Service Planning & Design

About the Role

The Reality Labs Service Planning & Design group at Meta focuses on creating and refining service experiences for Reality Labs customers. As a Program Manager on the Service Planning & Strategy team, you will design and launch service experiences for new products and programs, manage post-sales operations projects, and help shape the team’s business processes and operational principles. You will oversee multiple programs, coordinate interdependencies, prioritize investments to achieve measurable outcomes, and translate organizational strategies into actionable plans by partnering with leadership and cross-functional stakeholders.

This position requires close collaboration across business, product, engineering teams, and leadership both inside and outside the organization, along with deep knowledge of customer needs, service design trends, and organizational effectiveness.

Key Responsibilities

• Work with diverse teams to design, plan, and execute service solutions addressing customer and business challenges.
• Lead comprehensive omni-channel customer experience development for new product and program launches.
• Use customer insights and industry trends to enhance service experiences continuously.
• Maintain deep understanding of customer behaviors, needs, and potential pain points.
• Oversee the Post-Sales Operations portfolio, aligning projects with business goals, tracking progress, forecasting risks, and optimizing resource distribution.
• Assess incoming requests and effectively prioritize workloads considering resource availability and impact.
• Align product, engineering, finance, and operations teams to resolve conflicts and streamline program execution.
• Communicate strategic goals and tactical updates to senior leaders.
• Act as single-threaded owner for multiple workstreams within the Post-Sales Operations group.
• Develop scalable strategies to handle ambiguous challenges, allocate resources, and mitigate bottlenecks.
• Leverage artificial intelligence to standardize program management processes, tools, and templates across initiatives.
• Support activities related to business rhythm including planning, reviews, and objectives/goals setting.

Minimum Qualifications

• At least 6 years of experience in program management, service design, customer service, or operations.
• Proven success managing complex portfolios and delivering results on intricate programs.
• Strong analytical and problem-solving capabilities with data-driven decision-making skills.
• Excellent communication and facilitation skills; able to engage senior stakeholders and lead complex discussions clearly.
• Experience designing and implementing portfolio governance frameworks including project intake, prioritization, and reporting.
• Skilled at creating integrated roadmaps, managing interdependencies, competing priorities, and shared resources.
• Use of data metrics to assess program performance and guide investment and prioritization choices.
• Effective collaboration with cross-functional teams and stakeholders at all organizational levels.
• Ability to prioritize multiple projects under fast-paced conditions.
• Understanding of service design industry trends and best practices.

Preferred Qualifications

• Experience integrating AI tools into workflows to drive efficiency and quality improvements.
• Commitment to ethical AI practices including risk management, bias mitigation, and data quality reviews.
• Continuous learning in AI skills such as prompt/context engineering and agent orchestration.
• Project management or service design certification.
• Background in technology companies or startups.
• Experience in consumer electronics or hardware service environments.
• Familiarity with design thinking tools like Mural and Figma.

About Meta

Meta develops technologies that enable connection, community-building, and business growth. Originating with Facebook in 2004, Meta has expanded to platforms like Messenger, Instagram, and WhatsApp that empower billions globally. Meta is advancing beyond 2D screens towards immersive AR/VR experiences to redefine social technology's future.

Equal Opportunity & Accessibility

Meta is an Equal Employment Opportunity and Affirmative Action employer, dedicated to nondiscrimination across numerous legally protected categories and considering applicants with criminal histories per applicable laws. The company promotes accommodation for candidates with disabilities in recruitment processes. Requests for accommodations can be directed to Meta’s accessibility team.

Compensation & Benefits

The annual salary range is $118000 to $170000, supplemented by bonus, equity, and benefits. Actual pay is based on skills, qualifications, experience, and location. Additional benefits details are available from Meta.