Program Manager II

Post Date

Nov 08, 2023


New York,
New York

ZIP/Postal Code

Sep 18, 2024 Insight Global

Job Type



Customer Service

Req #


Pay Rate

$59 - $72 (hourly estimate)

Job Description

Approved Meta Remote Locations: Baltimore MD 86.39 Boston MA 95.69 Houston TX 86.39 Los Angeles CA 95.69 and San Diego CA 86.39.

Role Description Service Program Manager Value Added Services :

Meta Reality Labs is looking for a Service Program Manager to join its Service Management Operations Group SMOG supporting the Service SOP and Value-Added Service VAS Programs.

This person will manage Dashboards Data Reports and Program Performance reports for assigned In-Life SOP / VAS Program responsibilities and will support the Research/Development and Implementation of new or enhanced Programs opportunities.

In-Life management will include Assessments Management Reporting Vendor Regulatory reporting as well as opportunity assessments based on assigned Research Business Goals with focus on Sustainability initiatives and OKRs associated with Customer Retention CSAT CEX Revenue and Profitability.The role requires creating and managing significant system dashboards data and performance reporting as well as business research case study and presentation skills.The contributions will foster the growth of key strategic programs that contribute to the Service Business Management portfolio of programs and will be required to be closely integrated to our SOP processes. The successful Service Program Manager will be organized experienced in project program management as well as in managing spreadsheets and presentation tools. The position requires the ability to pivot seamlessly across strategic tactical opportunities and as well execute to a planned cadence of cyclical activities using excellent planning communications skills. Cross Functional engagement and collaboration will be key to the success of the position and the associated programs. This person should be a team-player eager to work in a fast-paced high-expectations environment.

Modify/Create Maintain Daily/Weekly/Monthly Dashboards and Reports detailing the Performance of Value-Added Service VAS Programs
Refurb For Sale RFS - Quest 2 Quest 3 to be launched in April 2024 Ray Ban Meta to be launched in April 2024
  • US
  • Europe
  • UK
  • Canada
  • Asia To be developed in 2024
    Meta Warranty Plus MWP - Quest 2 Quest Pro Quest 3 Ray Ban Meta to be launched in April 2024 Next Gen AR/VR to be launched in Q4 2024
  • US DTC Channel Point of Sale
  • US B2B Channel Missed Point of Sale
  • Subscription Model To be developed in 2024
  • Europe To be developed in 2024
  • Asia To be developed in 2024
    Out of Warranty OOWProgram
  • US
  • Canada
  • Europe in development
  • Asia To be developed in 2024
    Upgrade Program
  • North America to be developed in 2024
  • Europe to be developed in 2024
  • Asia to be developed in 2024
    Modify/Create/Develop and Maintain Monthly Presentations and/or Posts Detailing the Performance of Value-Added Service Programs and SMOG Remanufacturing
  • RFS
  • MWP
  • OOW
  • Upgrade
  • Monthly Operations Performance
  • Service SOP Performance
  • SMOG VAS Performance Dashboard
    Support VAS Program Administration
  • Bordereau Reporting for MWP
  • MWP License Renewals
  • VAS Pricing Play Book
  • End of Life Support Analysis
  • Select VAS Program Mgt Support
  • SMOG Program Stack Ranking Status Updates
    VAS Program Competitive Analysis
  • Research Competitive Programs in Market All Geographies
    New Developments

    Top 3 must-have HARD skills:
    1 Ability to identify data sources and compile flexible and informative dashboards and reports
    2 Ability to compile presentations and posts that spotlight the performance of all programs.
    3 Ability and Interest in conducting competitive analysis of industry leading programs globally.
    4. 2-4 Years experience equivalent to a bach or a bachelors
    Good to have skills:
    1 Analysis of Program Opportunities
    2 Ability to support financial assessments
    3 Creative mindset that designs solutions to the needs of the audience whether C Level or below.

    Minimum Qualifications

    Demonstrated obsession with Customer Service and Satisfaction.
    Proven ability to identify analyze diagnose and propose program and process improvements.
    Skilled in Program Project management advanced experience of spreadsheet programs MS Excel etc. experience of presentation programs MS PowerPoint etc..
    Experience managing multiple tasks with acute timelines and shifting priorities.
    Communication - Demonstrates strong verbal written presenting and listening skills.
    Highly motivated to support strategic growth and inquisitive mindset that pursues competitive research and sponsors industry leading opportunities.
  • Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.