Meta AR/VR Job | Service Operations Lead
Job（岗位）: Service Operations Lead
Citys（岗位城市）: Sunnyvale, CA | Remote, US
Date（发布日期）: Before 2021-12-14
Summary（岗位介绍）
The Facebook Reality Labs Service Team is looking for an experienced and highly talented Service Operations Program Manager to take on this this exciting new role. Within this role you will drive the design, scale, and day-to-day activities of Post-Sales Service experience across Europe. You will partner with vendors to develop consumer facing returns processes and tools, along with internal Facebook tools, backend infrastructure, Facebook system integrations, and analytics services. You will be looking after exciting products that fall under the Oculus umbrella as well as Portal.
Your work will require you to successfully partner with a diverse set of team members spanning go-to-market, legal, software/hardware engineering, supply chain, and forward logistics to align with our evolving go-to-market and internationalization strategies. The role combines strategy, planning, and day-to-day execution. We are looking for a highly resourceful individual with passion for customers, self-motivation, and a combination of strategic and execution abilities to drive “best-in-class” customer experiences. Excellence in execution, driving detailed implementation, a launch-focused track record, and systematic approach to problem solving are required.
The FRL team is developing the future of virtual reality and bringing products to consumers that transform entertainment and social experiences. Virtual reality’s potential to connect the world is immense—and we’re just getting started. The FRL Service Operations team at Facebook is tasked with growing consumer adoption of Virtual Reality technology and with working with partners to develop this new exciting category.
Qualifications（岗位要求）
Bachelors or Masters degree
7+ years of experience in Service Operations for Consumer Electronics/Hardware
Experience as a business and operations leader in a cross-functional environment
Experience improving experiences by leveraging technology platforms
Experience in developing complex programs/project management
Experience thinking strategically, continually innovate against marketplace and customers’ needs, and experience focusing on details and drive operational excellence
Analytical experience and experience to driving detail and operational excellence, Excel and PowerPoint skills
Experience working with teams including technical, design and business experts
Communication, partnership, and negotiation experience, with experience presenting service vision both internally and externally
Description（岗位职责）
Design and deliver differentiated, game-changing post purchase service experience (e.g. product returns flow, inventory management, design for service requirements).
Manage and execute the evolution of future customer-focused post purchase services.
Manage service process and repair quality to drive best in class results.
Drive new product readiness within the post sales network to include: repair support network definition, materials availability, training, process tools development, and repair entitlement.
Communicate customer experience strategy and roadmap to the executive team, customers, external stakeholders and employees.
Partner with third-party-vendors to deliver best-in-class performance metrics for reverse logistics and contact centers.
Additional Requirements（额外要求）
Experience with ideation and game-changing service solutions
Experience with building processes, programs and networks from scratch
