Developer Support Program Manager

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.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

• 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

• 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

For those who live in or expect to work from California if hired for this position, please click here for additional information. 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.
129.000 $/year to 185.000 $/year + bonus + equity + benefits

Individual 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.

Equal Employment Opportunity Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here.
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