[Remote] Program Manager - Customer Support Operations
Note: The job is a remote job and is open to candidates in USA. Milestone Technologies, Inc. is seeking a Service Readiness Program Manager to support customer support operations for Reality Labs products. The role will lead end-to-end programs for new product initiatives, coordinate cross-functional stakeholders, manage launch readiness, identify risks, and drive post-launch continuous improvement.
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
- 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)
- 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)
Company Overview
Company H1B Sponsorship