Program Manager

Program Manager III – Service Readiness

Location: US - Remote or Onsite (Burlingame, but open to other locations)

Desired Start Date: 9/28/2026

Duration: 12 Months

Job Description

Summary

The Post Sales Operations (PSO) group is seeking a highly skilled and motivated Service Readiness Program Manager to join the Service Planning & Strategy team. The Post Sales Operations group oversees customer support operations for all Reality Labs products. The Service Readiness Program Manager has the responsibility to support organizational operations and service readiness as Reality Labs launches new cutting-edge products. The ideal candidate is skilled at leading projects end-to-end, cross-functional collaboration, and operational excellence in customer support and support readiness as well as being able to navigate complex project landscapes and drive continuous improvements across the organization.

Job Responsibilities

• Lead end-to-end CS program management for NPIs and cobranded tactical roadmap initiatives, ensuring support ops are launch-ready.
• Build/maintain project plans, timelines, risk registers, and KPIs.
• Partner cross-functionally (CS, eng, PM, sales, partners) to align objectives and hold launch schedules.
• Define support requirements using customer + industry data.
• Identify and resolve launch risks/roadblocks.
• Establish metrics; track post-launch performance and drive continuous improvement.

Skills

• Proven ability to drive programs fully independently — owns workstreams end-to-end, sets direction, and delivers without close supervision.
• Proven cross-functional leadership on complex end-to-end projects
• Data-driven decision-making + strong stakeholder communication/influence.
• Experience in consumer electronics
• Experience in Customer support
• Experience with Gsuite
• Experience in Asana or GSD

Nice to Have

• Reality Labs / hardware or post-sales/CS operations experience (fast domain ramp).
• PMP or equivalent.
• Journey mapping experience and strong documentation discipline (maintains a single source of truth / published canonical docs).

Education/Experience

• 5+ years of experience in program management, preferably in technology or consumer electronics sectors.
• Bachelor's in Business Admin, or related; PMP preferred. (or equivalent years of experience)

Top 3 Must-Have HARD Skills

• Proven ability to drive programs fully independently — owns workstreams end-to-end, sets direction, and delivers without close supervision.
• Proven cross-functional leadership on complex end-to-end projects
• Data-driven decision-making + strong stakeholder communication/influence.
• Experience in consumer electronics
• Experience in Customer support
• Experience with Gsuite
• Experience in Asana or GSD

Good to Have Skills

• Reality Labs / hardware or post-sales/CS operations experience (fast domain ramp).
• PMP or equivalent.
• Journey mapping experience and strong documentation discipline (maintains a single source of truth / published canonical docs).