Facebook Customer Experience Program Manager - AR/VR in Menlo Park, California

Summary:

As a Customer Experience Program Manager for the AR/VR organization, you will work with Customer Experience Specialists and Analysts, and other internal teams to scope and manage a slate of projects through to completion with the sole purpose of improving end-to-end customer satisfaction for Facebook products and services. This is a full-time position based at our headquarters in Menlo Park, reporting into the AR/VR Customer Experience team.

Required Skills:

  1. Represent the Customer Experience team in major strategic meetings around product and feature launches.

  2. Prioritize and delegate incoming projects to the Customer Experience Specialist and Analyst teams.

  3. Set cross-functional expectations around deliverables and overall impact to the customer experience.

  4. Develop a systematic approach that measures, baselines, and improves the overall customer experience for Facebook products and services.

  5. Define, establish, and deliver a program that helps drive focus and awareness across cross-functionally on the customer experience resulting in notable improvements on this vector whether they are measured by standard customer satisfaction surveys, in-depth interviews, ad hoc feedback, or other types of observation.

  6. Proactive identification of opportunities and subsequent actions to drive service customer delight.

  7. Provide hands-on project management during all phases of the project lifecycle with an emphasis on communication to project sponsors, stakeholders and project teams.

  8. Collaborate with cross-functional teams to develop and maintain end-to-end project plans, ensuring on-time delivery.

  9. Ability to map dependencies and relationships between program and technologies.

  10. Prioritize based on impact level and leverage data to drive prioritization decisions.

  11. Establish working relations with all partners with an emphasis on unblocking team members when they are stuck, providing day-to-day coordination and quality assurance for project and tasks.

Minimum Qualifications:

  1. 5+ years experience in program, project, or technical management

  2. 3+ years experience in a role with a proven systematic overall knowledge of the customer service and demonstrated experience performing analysis of performance metrics

  3. 3+ years experience in roles which organized aggregated customer data to analyze trends and feedback while developing plans based on emerging customer needs/requirements

  4. 3+ years experience in roles which focused on the continuous improvement of delivering customer service to resolve escalated customer concerns/complaints

  5. 3+ years experience creating customer retention, on-boarding policies and procedures

Industry: Internet

Equal Opportunity: 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. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com or you may call us at +1 650-308-7837.