Job Description

**This is a contract opportunity for 12 months with possibility of extension. It is hybrid reporting to the office in Burlingame, CA or NYC.**

Our client's The Post Sales Operations (PSO) group is seeking a highly skilled and motivated Service Readiness Program Manager to join the Service Planning & Strategy team. The Post Sales Operations group oversees customer support operations for all AR/VR products. The Service Readiness Program Manager has the responsibility to support organizational operations and service readiness as this organization launches new cutting-edge products. The ideal candidate is skilled at leading projects end-to-end, cross-functional collaboration, and operational excellence in customer support and support readiness as well as being able to navigate complex project landscapes and drive continuous improvements across the organization.

Responsibilities:

• Manage End-to-end Programs: Lead end-to-end customer support program management activities for new product introductions, ensuring readiness of support operations prior to product launch.
• Drive Project Execution: Develop and maintain comprehensive project plans, timelines, risk management strategies, and Key Process Indicators (KPIs) to drive successful execution against goals.
• Drive Cross-functional Collaboration: Partner cross-functionally with customer support, engineering, product management, sales, and other teams to align objectives, maintain launch schedules, and ensure timely delivery of milestones.
• Use Data to Define Solutions: Advocate for customer-centric solutions by defining customer support requirements and leveraging data-driven customer and industry insights
• Resolve Risks: Identify risks and roadblocks to product launch, lead resolution efforts, and facilitate team collaboration to execute on action items efficiently.
• Support Operational Processes: Support operational improvements and efficiencies across product support planning, design processes, and overall support capabilities.
• Evaluate Program and Operational Performance: Establish metrics to evaluate program and operational performance, regularly communicate progress, and identify opportunities for enhancement and optimization.
• Maintain Post-Launch Performance: Track product performance post-launch, implement lessons learned, and drive continuous process improvements for future product introductions.

Candidate Requirements:

• Bachelor’s degree in Business Administration, Engineering, or related field.
• 5+ years of experience in program management, preferably in technology or consumer electronics sectors.
• Proven track record in leading cross-functional teams and managing complex projects from concept to completion.
• Strong understanding of post-sales operations and new product introduction processes.
• Excellent communication, organizational, and problem-solving skills.
• Ability to influence senior stakeholders and lead strategic initiatives.

Preferred Qualifications

• 5+ years of experience in a program management role, with a demonstrated history of success in both new product introduction and after-market operations.
• Experience in AR/VR environment or similar technology environments.
• Certified Project Management Professional (PMP) or equivalent certification.
• Experience with data analysis tools and methodologies to drive informed decision-making.

Top Hard Skills:

1. Consumer Support Operations
2. Customer Care Experience

Nice to have skills:

1. Experience in post launch assisting readiness
2. Creating dashboards - data analysis
3. Portfolio management
4. Consumer electronics - consumer support
5. NPI work within Software Development industry

Compensation Range: $70-75/hr

** This pay range is Client-specific for the opening advertised. The identity of the Client will be disclosed if you are selected to move forward in the hiring process. **

Benefits:

• 75% coverage on employee-only medical and dental plans, with a $0 employee-only medical plan option available.
• Vision - opt-in available
• PTO
• Laptop
• Life Insurance, Disability Insurance, AD&D coverage
• Short-term Disability, Accident, Cancer/Critical Illness, Pet insurance - opt in available

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