We are seeking an experienced Program Manager to lead our Service Automation program in our Meta RL Sales organization. You will play a pivotal role driving AI, ML and RPA automation solutions including into the Post-sales Operations, directly contributing to our mission of delivering exceptional customer experiences. Your expertise will help enable faster resolution, improve efficiency, and align AI and customer service automation projects with our strategic business objectives. The successful candidate will be responsible for overseeing the planning, execution, and delivery of programs and projects in the service automation portfolio. This role bridges the gap between technical teams, stakeholders, and business objectives, ensuring seamless collaboration and effective communication.
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Program Manager - Customer Service Automation Responsibilities:
- Define program roadmap, project scope, goals, requirements and deliverables for service automation initiatives.
- Develop detailed project plans, schedules, and timelines.
- Coordinate efforts across multiple teams, including engineering, product management and related XFNs.
- Work closely with stakeholders to gather technical and business requirements for Support Automation projects.
- Translate high-level objectives into actionable technical specifications.
- Oversee development, testing, deployment, and delivery of technical automation solutions.
- Ensure that teams meet deadlines, budgets, and quality standards.
- Identify and manage dependencies, risks, and roadblocks.
- Serve as the main point of contact between technical teams and business stakeholders for service automation initiatives.
- Facilitate effective communication and alignment across departments.
- Proactively identify risks and implement mitigation strategies for Support Automation projects.
- Resolve technical and operational issues that arise during project execution.
- Understand the technology stack, system architecture, and engineering processes related to Support Automation.
- Provide technical insights to guide decision-making and ensure feasibility.
- Track progress and provide regular updates to leadership and stakeholders on initiatives.
- Ensure adherence to technical standards, governance processes, and compliance requirements.
- Evaluate project outcomes to identify lessons learned and areas for improvement in Support Automation
- Implement process improvements to enhance program management practices.
- This position may require some short-term travel, both domestically and internationally.
- 7+ years of experience initiating and executing highly cross-functional projects and programs to deliver technology and business solutions or related experience.
- Experience using project management tools like Jira, Asana, or Trello.
- Experience with the software development lifecycles (SDLC), system architecture, and tools.
- Effective communication skills, critical thinking, problem-solving, planning, prioritization, project management, teamwork, and organization skills.
- Bachelor's Degree or equivalent experience in Computer Science, Information Technology, or a equivalent experience.
- Experience with Agile, Scrum, Kanban, or other methodologies.
- Familiarity with cloud platforms, APIs, or databases.
- Project Management certification or Management degree.
- Knowledge of industry-specific regulations and compliance requirements.
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.
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.
$142,000/year to $202,000/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.