Customer Experience Program Manager
Oculus

Job Info

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The Reality Labs Customer Experience (CX) team at Meta is a fast-growing team focused on improving customer experience across the end-to-end customer journey. We continuously listen to customers and translate the data into actionable insights, and proactively distribute the findings to empower customer centric actions and decisions across the Reality Labs. As a Customer Experience Program Manager, you will be responsible for leading the end-to-end efforts in building and collecting customer experience intelligence (through surveys and other forms of feedback) and driving customer-centric improvements in a fast-growing global CX practice. You are a CX/VoC subject matter expert with passion for customer centricity and CX and extensive CX program management skills. You will be responsible for defining the CX listening strategies and acting as a liaison between internal and external partners, coordinating all the efforts across the organization to enable best solutions for feedback collection while maintaining the existing programs.

Customer Experience Program Manager Responsibilities:

• Initiate, lead, and deliver the CX team's key strategic efforts in expanding direct and indirect feedback collection and listening capabilities (e.g. VoC surveys)
• Define team's listening strategies leveraging best practices to collect quality data for customer improvements
• Define and drive implementation strategy and requirements, build project roadmaps, and work closely with cross-functional teams and external vendors to ensure timely and successful launch of the projects
• Track the progress of the projects and coordinate the efforts across the teams
• Design surveys and research programs for new listening touchpoints and support the improvements of the existing survey programs
• Create engagement with the CX program and advocate for customer centricity by continuously evangelizing and building relationship with CX influencers across the organizations
• Contribute to the CX strategy by identify the new gaps and opportunity areas for expanding the listening and improving the feedback coverage
• Monitor the existing CX programs and continuously find opportunities to improve the programs' data quality, coverage, and accuracy across all listening programs
• Manage and maintain our CX management platform and apply solutions to improve the platform based on gaps or stakeholders needs
• Manage the relationships with vendors and coordinate the efforts across teams by acting as a liaison between external and internal partners

Minimum Qualifications:

• 6+ years of experience in CX or VoC program/project management, customer success, or any related roles
• Experience working autonomously and proactively, implementing the CX projects and leading the internal and external stakeholders
• Experience working with CXM platforms (e.g. Medallia, Qualtrics)
• Experience implementing customer feedback capabilities including surveys
• Knowledge of CX and VoC best practices and metrics (NPS, CSAT, CES, etc.)
• Experience designing surveys for CX/VoC programs
• Experience in customer journey mapping

Preferred Qualifications:

• Degree in Management, Business, Marketing, Economics, or a related field of study
• Experience working with Medallia solutions
• Experience working in a global CX team focused on the entire customer journey
• Customer experience management certifications
• Project management experience or certification

Facebook is proud to be an Equal 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.Facebook 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.

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