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.

The Facebook Reality Labs Service Team is looking for an experienced and highly talented Service Operations Program Manager to take on this this exciting new role. Within this role you will drive the design, scale, and day-to-day activities of Post-Sales Service experience across Europe. You will partner with vendors to develop consumer facing returns processes and tools, along with internal Facebook tools, backend infrastructure, Facebook 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 spanning go-to-market, legal, software/hardware engineering, supply chain, and forward logistics to align with our evolving go-to-market and internationalization strategies. The role combines strategy, planning, and day-to-day execution. 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.The FRL team is developing the future of virtual reality and bringing products to consumers that transform entertainment and social experiences. Virtual reality’s potential to connect the world is immense—and we’re just getting started. The FRL Service Operations team at Facebook is tasked with growing consumer adoption of Virtual Reality technology and with working with partners to develop this new exciting category.

Responsibilities

• Design and deliver differentiated, game-changing post purchase service experience (e.g. product returns flow, inventory management, design for service requirements).
• Manage and execute the evolution of future customer-focused post purchase services.
• Manage service process and repair quality to drive best in class results.
• Drive new product readiness within the post sales network to include: repair support network definition, materials availability, training, process tools development, and repair entitlement.
• Communicate customer experience strategy and roadmap to the executive team, customers, external stakeholders and employees.
• Partner with third-party-vendors to deliver best-in-class performance metrics for reverse logistics and contact centers.
  

Minimum Qualification

• Bachelors or Masters degree
• 7+ years of experience in Service Operations for Consumer Electronics/Hardware
• Experience as a business and operations leader in a cross-functional environment
• Experience 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
• 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
  

Preferred Qualification

• Experience with ideation and game-changing service solutions
• Experience with building processes, programs and networks from scratch
  

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.