Program Manager

The Reality Labs Service Planning & Design team at Meta is focused on planning, designing, and improving service experiences for Reality Labs customers. As a Program Manager on the Service Planning & Strategy team, you will be responsible for designing and implementing service experiences for new products and program launches, while also overseeing the Post-Sales Operations portfolio of work and shaping the organization's business rhythm and operating principles.You will directly manage programs while also shaping how our organization operates, helping manage interdependencies across concurrent initiatives, and ensure that program investments are prioritized and sequenced to deliver measurable business outcomes. You will partner with leaders and cross-functional stakeholders to translate organizational strategy into executable roadmaps, surface portfolio-level risks, and drive operational rigor across the programs you oversee.This is a highly collaborative role that requires working across business, product, and engineering teams, as well as directly interfacing with and influencing leadership within and outside of our organization. You will need a demonstrated understanding of customer needs, industry trends in service design, and organizational effectiveness.Program Manager Responsibilities:Collaborate with cross-functional teams to design, plan, and deliver service solutions that solve customer and business problemsLead the creation of holistic, omni-channel customer experience designs for new product and program launchesDevelop and implement strategies to improve service experiences based on customer feedback and industry trendsDevelop and maintain a deep understanding of customers' needs, behaviors, and potential issues within their experienceOversee the Post-Sales Operations organization's portfolio of work, ensuring alignment with business objectives and priorities, driving progress, anticipating and mitigating risks, and making recommendations to optimize resource allocationEvaluate requests coming to the Post-Sales Operations team and effectively assess tradeoffs, including resourcing, to determine the priority of workFacilitate alignment across product, engineering, finance, and operations stakeholders to resolve competing priorities and unblock program executionCollaborate with senior leadership to communicate strategic vision and tactical updatesServe as a single-threaded owner (STO) for the Post-Sales Operations organization across multiple workstreamsBuild scalable plans to deal with the most ambiguous situations, assessing resource needs and removing bottlenecksLeverage AI to drive operational efficiency by standardizing program management practices, tools, and templates across the portfolioSupport business rhythm activities, including planning processes, business reviews, and OKR and goal-setting developmentMinimum Qualifications:6+ years of experience in program management, service design, customer service, and/or operationsProven track record of managing complex portfolios and successfully leading complex programs to deliver resultsStrong analytical and problem-solving skills, with the ability to drive data-driven solutions and recommendationsExcellent communication and facilitation skills, with the ability to engage senior stakeholders, influence across all levels of the organization, and lead complex discussions with clarity and confidenceExperience in designing and implementing portfolio governance frameworks, including program intake, prioritization models, and portfolio health reportingExperience developing integrated roadmaps and managing interdependencies across a portfolio of programs with competing priorities and shared resourcesExperience using data and defined metrics to evaluate program performance and inform portfolio-level investment and prioritization decisionsProven track record of working collaboratively with cross-functional teams and stakeholders at all levels of the organizationAbility to work in a fast-paced environment, prioritizing multiple projects and deadlinesDemonstrated understanding of industry trends and best practices in service designPreferred Qualifications:Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologiesCertification in program/project management or service designExperience working in a technology company or startup environmentService experience in a consumer electronics/hardware companyFamiliarity with design thinking methodologies and tools (e.g., Mural, Figma)About Meta:Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.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@meta.com.$118,000/year to $170,000/year + bonus + equity + benefitsIndividual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.