Service Operations Program Manager

Legal, Finance, Facilities & Admin | Menlo Park, CA

Oculus VR LLC is seeking a proactive and hands-on program manager to handle a variety of reverse logistics and service operations related activities on the Customer Operations team


  • Represent Customer Operations and work with Quality and Reliability teams to support early field failure analysis (EFFA) and failure analysis (FA) requests as needed/required
  • Support worldwide scrap & recycling efforts as needed or required by coordinating with 3PL warehouse and recycling vendors, obtaining necessary approvals, and driving the project schedule
  • Work closely with Customer Service and Tech Support to help improve the overall customer experience with improved reverse logistics related processes that impact the customer experience
  • Partner with test engineering, technical operations, and other internal teams as required to PM the test & repair/refurbishment processes for select products, including project planning, implementation and on-going business support functions
  • Manage the supply & demand of refurbished products including allocation management
  • Manage spare parts planning and related activities
  • Be an advocate for design for serviceability early in the design phase with product and hardware teams by articulating serviceability and replacement parts requirements
  • Build good relationships with cross-functional teams within Oculus and the greater Facebook organizations
  • Support the return product flow in support of Engineering requests, such as, Failure Analysis (FA), Early Field Failure Analysis (EFFA), and other projects requiring specific serial numbers from the field
  • Generate and review key metrics, reports and dashboards related to RMA’s, sales, capacity, and fulfillment
  • Perform system and physical inventory reconciliation as required
  • Process daily and weekly Oracle and other system transactions that include work orders and may extend to other transactions as needed or required
  • This position requires domestic and international travel

Minimum Qualifications

  • Ability to multitask and prioritize requests
  • Ability to communicate with audiences e.g. engineering, technical operations, operations, third party vendors, suppliers
  • Organizational and time-management skills to fulfill daily, weekly, monthly deliverables
  • Understanding of supply chain and operations in a consumer electronics context
  • Experience working in an operations capacity as either a project or program manager
  • Experience with using Oracle ERP, Excel, Project management tools
  • B.S. Degree in Business, Engineering, or related field

Preferred Qualifications

  • Experience working in consumer electronics company

Ready to Join?

Apply Now

Oculus 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, genetic information, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

If you need assistance or an accommodation due to a disability, you may contact us at or you may call us at +1 650-308-7837.