Senior Program Manager, NPI and NSI Global Customer Services
Posted Today by 1757820416
Negotiable
Outside
Remote
USA
Summary: The Senior Program Manager for NPI and NSI Global Customer Services is responsible for leading the preparation of customer service readiness for new products and services. This role requires extensive program management experience, strong business process improvement skills, and the ability to influence cross-functional teams to ensure successful customer adoption. The ideal candidate will have a background in customer support and new service introductions, demonstrating leadership and ownership in a collaborative environment.
Key Responsibilities:
- Manage end-to-end readiness for New Product Introductions (NPIs) and New Services Introductions (NSIs) across various teams.
- Drive delivery workflows, enablement plans, onboarding pathways, and marketing deliverables.
- Ensure IT/business systems, configuration, processes, training, and lab equipment are set up for new product introductions.
- Lead readiness initiatives by coordinating multiple cross-functional teams.
- Develop program scope, schedules, stakeholder lists, processes, plans, and execution strategies.
- Identify and manage risks while demonstrating strong problem-solving skills.
- Influence management decisions using outstanding verbal and written communication skills.
- Organize and manage projects to meet business objectives using experience in service and support.
- Drive continuous improvement and innovation while demonstrating flexibility and adaptability.
- Align cross-functional stakeholders and lead readiness initiatives in support, customer success, and professional services.
Key Skills:
- Minimum 10 years of experience in technology, preferably in field engineering or technical support.
- 8-10 years of NPI experience in a related engineering or program management role.
- PMP certification preferred; ITIL or Lean Six Sigma certifications desired.
- Familiarity with cybersecurity, network security, or cloud technologies; experience with SaaS is desired.
- Strong analytical, customer service orientation, negotiation, and organizational skills.
- Ability to demonstrate initiative, judgment, decisiveness, and strong communication skills.
Salary (Rate): undetermined
City: undetermined
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: Other
Travel: As required, up to 10%
must work PST hours.
Leads preparation of customer services readiness to support new products and to deliver new services by using cross-functional program management. We are seeking talented individuals with demonstrated program experience, strong business process and process improvement skills, a background in customer support and new services introductions, and who are strong candidates who can be heavily influential in the organization. Responsibilities and experience include:
Experienced senior program manager who manages end-to-end readiness for NPIs and NSIs across Support, Customer Success, Professional Services, Field, Sales, and Partner teams by driving delivery workflows, enablement plans, onboarding pathways, and marketing deliverables, ensuring cross-functional alignment to accelerate customer adoption, reduce time-to-value, and enable consistent, scalable execution. Ensure IT/business systems, configuration, processes, training, lab equipment are set up in support of new product introductions.
Leads readiness for customer services and support by driving multiple cross-functional teams, including product management, technical support, IT, Engineering.
Drives development of program scope, schedules, stakeholder list, process, plans and execution with multiple functions in a fast-paced. collaborative environment.
Identifies and manages risks, demonstrates strong problem-solving skills, drives strategy decisions, uses outstanding verbal and written communication skills to influence all management levels.
Uses experience in service and support and New Product Introductions and New Services Introductions, to organize and manage projects to meet business objectives.
Demonstrates outstanding ownership and dedication, strong leadership for guiding and influencing at levels from peers to executive leadership.
Drives continuous improvement and innovation, demonstrates flexibility and adaptability.
Proven experience in Support, Customer Success, and Professional Services, with a strong ability to influence strategic decisions, lead readiness initiatives, and align cross-functional stakeholders.
Prior experience in support & services org is required
Work Experience:
Minimum 10 years experience in technology, preferably field engineering or technical support,
8-10 years NPI experience minimum, related engineering, or program management role or technical program management role.
Certifications/Accreditations:
PMP preferred
ITIL or Lean Six Sigma certifications desired
Key Competencies:
Technical skills & knowledge: Familiarity with supporting the following technologies: Cybersecurity, network security, or cloud technologies. Experience with SaaS is desired.
Other abilities: Analytical, customer service orientation, functional job knowledge, initiative, judgment/decisiveness, negotiation, organizational agility, planning & organizing, and strong communication skills.