Customer Engagement Specialist Jobs

Meta is building AI agents that take on routine professional work across functions like Finance, Legal, People, Sales etc. so teams can focus on judgment and strategy. Our models learn how this work is done from the experts who do it: experienced professionals who opt in to show how they complete their workflows, which we turn into standardized workflows, evaluations and training data that make Meta's own AI models better at professional work.This Technical Program Manager runs our expert engagement program end to end: identifying the right experts for each priority workflow, onboarding them, capturing their work at high quality, and turning each round of work into results partner teams can see. You will also own the Voice of Customer program, turning feedback from experts and partner teams into improvements to our products and processes. You'll be the operational engine of the program and the primary interface with partner organizations, building a repeatable engagement model that scales without hand-holding every expert.

Technical Program Manager, Expert Engagement and Voice of Customer (AI) Responsibilities:

• Run the expert engagement lifecycle end to end: identification, onboarding, scheduling, and capture, so experts move from nomination to completed work without friction.
• Plan and run recurring capture cycles: set volume and quality targets by function, track progress on dashboards, and drive steady week-over-week progress.
• Own the workflow validation process with experts, so validated workflows are accurate, correctly scoped, and ready for capture.
• Manage partner communications.
• Own intake and prioritization of inbound partner requests, routing work to the right team and giving partners a single, clear point of entry.
• Run quality reviews of captured expert work, carry learnings into the next cycle, and route issues back to the right owner.
• Build the self-serve onboarding path: playbooks, guides, and tooling that let a new function get started in under a week.
• Track expert contributions and validations by function, report against targets, and surface risks early.
• Partner with Engineering and Product on capture tooling, so the experience works for non-engineering experts, and represent expert feedback as product requirements.
• Ensure participation is opt-in and sensitive workflows are captured within privacy and compliance guardrails, working with privacy and legal partners.
• Own the qualitative feedback loop and build the Voice of Customer program: collect input from experts and partner teams, route it to the right owners, and track it to resolution, so the program improves based on real experience.

Minimum Qualifications:

• Bachelor's degree in Computer Science, a related technical field, or equivalent practical experience
• 12+ years of experience in technical program management, software engineering, or systems engineering, with demonstrated ownership of portfolio-defining programs across multiple engineering organizations
• Experience delivering technical programs from inception to delivery
• Experience running recurring operational programs with volume and quality targets, and reporting against them
• Experience operating autonomously across multiple teams, with demonstrated critical thinking and thought leadership
• Experience building relationships with non-technical stakeholders and senior partners across functions
• Organizational, coordination, and multi-tasking experience
• Analytical and problem-solving experience, including defining metrics and building dashboards to track progress
• Experience working with product and engineering teams to translate user friction into product requirements

Preferred Qualifications:

• Experience running data collection, annotation, or human-in-the-loop programs at scale
• Experience designing onboarding or enablement motions that scale to new teams without bespoke support
• Experience running programs with external or cross-functional contributors, such as expert networks, user research panels, or annotation vendors
• Familiarity with data privacy and compliance handling for sensitive workflows
• Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)
• Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)
• Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies

About Meta:

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.