Meta AR/VR Job | North America Service Operations Program Manager | Oculus
Type（岗位类型）: Program Management
Citys（岗位城市）: Remote, US | Dallas, TX
Reality Labs Service Team is looking for an experienced and highly talented Service Operations Program Manager to take on this exciting new role in our California Facebook office. Within this role, you will drive the design, scale, and day-to-day activities of Post-Sales Service experience across North America. You will partner with vendors to develop consumer facing returns processes and tools, along with internal tools, backend infrastructure, 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 within the service team and cross-functional RL CI-Operations to align with our evolving service support strategies. 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.
Reality Labs Service Team is developing the future of VR/AR and bringing products to consumers that transform entertainment and social experiences. VR/AR reality’s potential to connect the world is immense—and we’re just getting started. Reality Labs Service Operations team is tasked with growing consumer adoption of AR/VR technology and with working with partners to develop this new exciting category.
Bachelors or Masters degree
6+ years of experience in Service Operations or manufacturing operations for Consumer Electronics/Hardware. Experience as a business and operations leader in a cross-functional environment
Track record of achieving and exceeding operational goals
Knowledge 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
Experience managing repair lines or manufacturing lines
Track record of effective vendor management
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
Manage day-to-day service operations performance (inbound, test, re-manufacturing) including production (repair and refurb) quality to drive best-in-class results.
Partner with internal stakeholders and third-party vendor to meet production plans, increase recovery, and decrease unit disposition to landfills.
Drive new product readiness within the post sales network to include repair support network definition, training, process tools development, and repair entitlement.
Manage and execute the evolution of future customer-focused post purchase services.
Drive refurbishment and repair environments to meet exceed shipping plan and financial plans.
Experience with ideation and game-changing service solutions
Experience with building processes, programs and networks from scratch