**Summary:** The Reality Labs Service Planning & Design team at Meta is focused on planning, designing, and improving service experiences for Reality Labs customers. As a Service Strategy & Design Program Manager, you will help shape the future of service experiences for Reality Labs customers. You will be responsible for developing and executing service strategies that enhance the overall customer experience, leading cross-functional programs and projects, collaborating with teams across the organization and company to launch new products and services, and driving business outcomes by influencing goals and objectives across teams.To be successful in this role, you’ll have a passion and expertise for customer service, experience managing multiple complex projects concurrently, and thrive in a fast-paced environment. You’ll balance strategic thinking with hands-on execution to effectively navigate ambiguous problem spaces and build solutions that meet the needs of our customers. You will leverage your understanding of industry trends and best practices in service design, as well as communication, program, and project management skills. **Required Skills:** Program Manager, Service Strategy & Design Responsibilities: 1. Lead and manage projects and programs across multiples teams and organizations to design, plan, and deliver service solutions that solve customer and business problems 2. Drive support and service strategy and execution for new product and program launches of various sizes and complexity, oftentimes in partnership with teams across across the company 3. Develop and implement strategies to improve service experiences based on customer feedback and industry trends, assisting in delivering our service strategy and vision 4. Identify, build, and expand relationships across the organization and company and work across teams to influence strategy and goals 5. Collaborate with leadership to communicate strategic vision and tactical updates 6. Identify opportunities for process optimization and efficiency gains 7. Build scalable plans to deal with the most ambiguous situations, assessing resource needs and removing bottlenecks. 8. Develop and maintain an understanding of customer needs, behaviors, and potential issues within their experience 9. Serve as an expert in the customer support and service space **Minimum Qualifications:** Minimum Qualifications: 10. 7+ years of experience in service design, customer service, operations, or a related field 11. Proven track record of successfully leading complex programs and delivering results 12. Understanding of industry trends and best practices in service design 13. Communication, project management, and leadership skills, with experience influencing and collaborating effectively across all levels of the organization and leading complex discussions with clarity and confidence 14. Proven track record of working collaboratively with cross-functional teams and stakeholders at all levels of the organization 15. Analytical and problem-solving skills, with experience driving data-driven solutions and recommendations **Preferred Qualifications:** Preferred Qualifications: 16. Service experience in a consumer electronics/hardware company 17. Certification in service design or a related field (e.g., Six Sigma) 18. Experience working in a technology company or startup environment 19. Familiarity with design thinking methodologies and tools (e.g., Mural, Figma) 20. Familiarity with agile methodologies and project management tools (e.g., Jira, Asana) **Public Compensation:** $142,000/year to $202,000/year + bonus + equity + benefits **Industry:** Internet **Equal Opportunity:** Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment. Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.