Job Description

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.

At Facebook, we are building the next generation of devices and experiences that make people feel closer together, which we call Facebook Reality Labs (FRL). The FRL organization includes Oculus Quest, Portal products, as well as other hardware and wearable devices, AR and VR software, content, research and development labs.

As a Research Program Manager, Device Support, you will solve product and system issues and act as a connector between product users and multiple technical and business teams to resolve operational hurdles. In this role, you will define, establish, and maintain operational and team-wide programs as well as create and manage processes to support cutting edge products. The ideal candidate is entrepreneurial, enabling the team's best work by leading strategic planning of programs, managing short and long-term project milestones, anticipating project issues and resolving them, connecting resources to research needs, and removing barriers to doing great work. The Research Program Manager, Device Support is an expert in problem solving and multitasking, while building long-term relationships with the team and cross-functional partners. You will utilize a full range of organizational and interpersonal skills that help our talented teams operate at their highest and most effective level.

This role requires both execution and strategic-focused program management experience and broad knowledge of research's impact on product support and troubleshooting. Communication skills, experience managing complex logistics, and a highly organized approach are mandatory.

Responsibilities

• Build and maintain relationships with cross functional partners partners within FRL product development teams.
• Author technical support documentation and processes for FRL product library.
• Close collaboration with adjacent FRL UX Research Technology teams.
• Load software onto devices using Android developer/platform tools commands and scripts.
• Provide accurate, time sensitive, and effective solutions for the device support team and their cross functional partners to leverage.
• Act as the main POC for FRL product technical solutions within the user research space.
• Improve and maintain the repository of manual and automated test scenarios.
• Collaborate with engineers to improve our test coverage and author the supporting processes.
• Involved with asset management and auditing of test devices.
• Utilize internal tasks systems and other solutions to gather relevant team support metrics.
• Build and maintain relationships with our QA employees within VR platforms.
  

Minimum Qualification

• 4+ years experience in a hardware QA role.
• Experience troubleshooting Android through Android developer tools (ADB & Fastboot).
• Experience troubleshooting iOS through xcode.
• Experience troubleshooting in Mac and Windows environment, including IP connectivity and application compatibility.
• Detail oriented and experience building relationships.
• Proven experience learning internal processes and tools.
• Demonstrated experience working independently.
• Communication skills and strategy.
  

Preferred Qualification

• Experience with PC, Mac, or Mobile recording software.
• Experience with hardware & software product life cycles.
• Familiarity with UX and usability research and methods.
• Experience collaborating with internationally distributed teams.
• Experience with augmented reality and virtual reality (AR/VR).
  

Facebook is proud to be an Equal 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. Facebook 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.