We are seeking an experienced and strategic Program Manager to lead our Training & Enablement function across Customer Support for Reality Labs. As a key member of our team, you will be responsible for designing, developing, and delivering comprehensive training programs that enhance the skills and knowledge of our outsourced support agents globally. Your expertise will focus on Reality Labs products, such as Meta Ray-Ban glasses, Quest headsets, Quest for Business, Horizon Managed Services, and Managed Meta Accounts.
Program Manager, Training & Enablement Responsibilities:
- Develop and execute a global training strategy that aligns with business objectives and enhances the performance of our outsourced support agents.
- Design, create, and deliver training programs, materials, and tools that cater to different learning styles and needs.
- Build and maintain product expertise in Reality Labs products, staying up-to-date with new releases, features, and updates.
- Collaborate with Reality Labs teams and vendors to understand their needs and problems and develop strategies, standards, and tools that enable the organization to move faster and more efficiently when developing learning and performance support solutions, products, and workflows
- Develop and implement metrics and KPIs to measure training effectiveness, analyzing data to inform future training initiatives.
- Conduct audits of training programs across the business, identifying areas for improvement and implementing changes.
- Create and manage a "Train the Trainer" and other outsourced programs to ensure consistency and quality in training delivery.
- Build relationships with vendor partners, ensuring seamless communication and collaboration.
- Stay current with industry trends, best practices, and emerging technologies in training and development.
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- 7+ years of experience in training, learning and development, or a related field, with a focus on customer support or technical training.
- Proven track record of designing and delivering successful training programs that drive business results.
- Experience working with outsourced vendors and managing global training initiatives.
- Expertise in adult learning principles, instructional design, and training methodologies.
- Effectivee communication, presentation, and project management skills.
- Experience analyzing complex data sets to draw meaningful insights which inform training decisions.
- Experience with training metrics and evaluation methods.
- Experience with workflow analysis
- Experience with user journeys and mapping
- Experience with the product cycle
- Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines.
- Experience with training simulation tools and technologies.
- Knowledge of customer support software and systems.
- Certification in training, learning and development, or a related field (e.g., CTT+, CPLP).
- Familiarity with Reality Labs products or similar technology products is a plus.
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.
$135,000/year to $193,000/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.