Mark Pineda

About Mark Pineda

The job of operations is changing. I\'m one of the people changing it. As a Program…

Experience

1. Technical Operations - Program Manager (Reality Labs - Pso)

   Meta

   Feb 2025 — Present

   Technical Operations team member at Meta Realty Labs PSO, driving operational stability and minimizing service disruption. I\'m leading initiatives to create robust monitoring dashboards, Method of Procedures (MOPs), and operational frameworks that enhance visibility, reduce SEVs, and optimize incident response.Key Responsibilities- Tasks Request Management: Rapidly reviewing and prioritizing requests based on business value and urgency- Incident Response: Creating an incident response management process to identify, escalate, and resolve issues swiftly- Change Management: Ensured version control and data integrity through meticulous oversight- NPI Launch Readiness: Validated technology projects to maintain stack integrity- User Acceptance Testing (UAT): Ensured business requirements are met by assisting in the validation process- Process Monitoring and Optimization: Developing an end-to-end process monitoring for PSO projects, creating robust monitoring dashboards and operational frameworks.Help Center Administration: Primary POC for Meta Quest and Ray-Ban Meta AI Glasses Help Centers, leveraging data-driven insights to inform decisions and collaborating with cross-functional teams to improve user experience, scale support processes, and drive increases in Net Promoter Score (NPS) and Customer Effort Score (CES). Help Center self-intake flow Admin and contributed to help center improvements, including AI implementation, consistency, and personalization.