Program Manager

Summary

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 Company’s 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.

Qualifications

• Bachelor’s degree in Business Administration, 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.

Skills

• 5 years of experience in a program management role, with a demonstrated history of success in both new product introduction and after-market operations.
• Certified Project Management Professional (PMP) or equivalent certification.
• Experience with data analysis tools and methodologies to drive informed decision-making.
• Ability to ramp up fast and operate in ambiguity — minimal hand-holding, proactive, works without detailed instructions.
• Strong communication across levels — can tailor messaging from working teams up to senior stakeholders.
• End-to-end XFN project/program management — drives cross-functional projects to completion independently (5 yrs experience).
• PMP certification (preferred, not required).
• Consumer electronics industry experience (beneficial, not required).
• Program/project management specifically in customer support operations — called out as 'particularly valuable'.