Meta AR/VR Job | Solution Lead, Customer Experience & Digital | Oculus

Job（岗位）: Solution Lead, Customer Experience & Digital | Oculus

Type（岗位类型）: Solutions Engineering

Citys（岗位城市）: Sunnyvale, CA | Remote, US

Date（发布日期）: 2022-2-23

Summary（岗位介绍）

The Business Enablement Team within META Reality Labs is looking for a Solution Lead with deep functional and operational understanding and expertise in customer experience and digital transformations in customer service industry. The candidate must have business and technical systems expertise in customer experience, customer intelligence and customer journey creation. The candidate must be results-oriented, have excellent communications skills and an aptitude for close collaboration with business leadership, operative, as well as product and applications engineering teams.

Qualifications（岗位要求）

At least 10 years’ of experience in customer service and experience development

Background in customer journey mapping, development and implementation

Working business understanding of Issue to Resolution processes

Demonstrated digital transformation experience in customer service industry

Exposure to (predictive) analytics, reporting and system integrations

Demonstrated knowledge and experience in implementing customer experience programs

Leading implementations of 3rd party SW customer experience solutions (Salesforce etc.)

Communication, creative, critical thinking, problem-solving, planning, prioritization, project management, teamwork and organization skills

Experience working in high-volume consumer electronics industry

Experience bringing new products to market

Proven track record in building internal and external customer relationships

Demonstrated experience creating results in a cross-functional environment together with business, IT, engineering and external vendors

Exposure to agile and scrum work management techniques

Demonstrated problem-solving experience

Proven track record of project and time management

Description（岗位职责）

Define and implement comprehensive global customer experience process and system strategies that provide flexibility and scalability for future needs

Contribute to global customer experience capability roadmaps by providing holistic capability development analyzes and solution development roadmaps to implement goals defined by the strategies

Define functional requirements and develop detailed solution designs to meet operational outcomes that conform to customer and business requirements

Define solutions that allow for efficient gathering of customer signals as a basis for streamlined customer service execution

Support business partners in drafting business cases for new initiatives

Facilitate workshops with cross functional teams to gather detailed requirements

Set goals for the accuracy and completeness of customer experience analytics and reporting

Drive operational and system improvements to address global customer service and experience issues

Design and Develop solutions that support data analytics best practices for data visualizations and root cause investigation

Document and maintain detailed architectural, business workflow and system process maps

Identify opportunities for process and system optimization near and mid-term and contribute to long range strategic planning

Collaborate with training organizations to develop reference documentation and educational materials for partners and internal resources

Additional Requirements（额外要求）

Bachelor or Master of Science Degree in Industrial Engineering, Systems Engineering or similar related disciplines

Experience with machine learning, AI and machine predictability solutions

Operative customer service experience

Project Management certification or Management degree

Visionary thinker and thought leader in the area customer service and experience