Program Manager - Customer Support Operations

Title: Service Readiness Program ManagerLocation: Remote in PSTDuration: 12 MonthsProject OverviewThe Post Sales Operations (PSO) group is seeking a highly skilled and motivated Service Readiness Program Manager to join the Service Planning & Strategy team. The Post Sales Operations group oversees customer support operations for all Reality Labs products. The Service Readiness Program Manager has the responsibility to support organizational operations and service readiness as Reality Labs launches new cutting-edge products. The ideal candidate is skilled at leading projects end-to-end, cross-functional collaboration, and operational excellence in customer support and support readiness as well as being able to navigate complex project landscapes and drive continuous improvements across the organization.Job Responsibilities:Lead end-to-end CS program management for NPIs and cobranded tactical roadmap initiatives, ensuring support ops are launch-ready.Build/maintain project plans, timelines, risk registers, and KPIs.Partner cross-functionally (CS, eng, PM, sales, partners) to align objectives and hold launch schedules.Define support requirements using customer + industry data.Identify and resolve launch risks/roadblocks.Establish metrics; track post-launch performance and drive continuous improvement.Mandatory Skills and EducationProven ability to drive programs fully independently — owns workstreams end-to-end, sets direction, and delivers without close supervision.Proven cross-functional leadership on complex end-to-end projectsData-driven decision-making + strong stakeholder communication/influence.Experience in consumer electronicsExperience in Customer supportExperience with GsuiteExperience in Asana or GSD5+ years of experience in program management, preferably in technology or consumer electronics sectors.Bachelor's in Business Admin, or related; PMP preferred. (or equivalent years of experience)Nice to have SkillsReality Labs / hardware or post-sales/CS operations experience (fast domain ramp).PMP or equivalent.Journey mapping experience and strong documentation discipline (maintains a single source of truth / published canonical docs).Compensation:The estimated pay range for this position is USD $65.00/Hr - USD $70.00/Hr.Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.Benefits:We offer comprehensive benefit options which vary depending on role, location, and employment type. The Talent Acquisition Partner can share more details about compensation or benefits for the specific role during the hiring process.Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.