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Summary:
Reality Labs is seeking an operations expert to join the Developer Support Engineering team, responsible for scaled technical developer support. As a Developer Support Program Manager, you will help build and strengthen the Meta Horizon developer ecosystem ensuring best-in-class developer support services. The ideal candidate has extensive experience building effective and efficient developer or customer support solutions utilizing proven and emerging technologies. They are data-centric and have experience working closely with multiple disciplines toward shared goals. As a successful candidate for this role, you will have experience designing large-scale processes and are skilled at creating inclusive spaces when solving hard problems, recognizing diverse perspectives, and designing and leading complex cross-functional initiatives in early-stage tech industries.
Required Skills:
Developer Support Program Manager Responsibilities:
Manage workload of contract workers and vendor teams focused on developer support
Operate and refine Meta Horizon developer and creator support services including inbound technical support and forum management
Understand developer experience as well as policies and procedures to build support and escalation path for developers
Collaborate on and run projects with cross-functional teams including Product, Engineering, Product Marketing and Programs teams.
Support the development of a robust measurement plan to ensure that the developer support strategy is calibrated across RL and demonstrates business impact.
Scale high impact initiatives within support to the entire Meta Horizon ecosystem.
Be a source of insights about the Meta Horizon developer and creator ecosystem in order to produce best in class support processes.
Execute in an intense, fast-paced, and highly iterative environment
Minimum Qualifications:
Minimum Qualifications:
5+ years of experience in developer support, customer support, customer experience, or similar roles preferably in tech
Experience deploying best practices in service and support at scale with high level of satisfaction
Experience working directly with management as well as people at all levels, including external users and internal stakeholders
Experience translating insights and data into highly impactful projects or programs
Experience contributing to cross-functional efforts across competing priorities and constrained resources
Demonstrated skills and experience working with and managing outsourced vendors providing frontline support
Demonstrated skills and experience reviewing outsource vendor performance to facilitate and improve quality scores and overall experience
Proven communication and problem-solving skills
Resourceful, action-oriented with experience to get things done autonomously and overcome obstacles by developing solutions to problems
Bachelor’s Degree or higher
Preferred Qualifications:
Preferred Qualifications:
Proven track record of process improvement within support functions
Experience building in VR, MR or other scripting environments
Experience in process management including creation, execution, and monitoring success
Knowledge of digital business models and technology
Proven track record with high standards of professionalism
Interpersonal communication skills and experience developing working relationships
Detail-oriented, resourceful, and highly organized
Experience meeting multiple objectives with conflicting priorities with little supervision
Public Compensation:
$129,000/year to $185,000/year + bonus + equity + benefits
Industry: Internet
Equal Opportunity:
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@fb.com.