Service Readiness Program Manager III

Ursus, Inc.; Menlo Park (CA); Remote; USD 118,000 - 132,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K with company matching

Commuter benefits

Job summary

Ursus, Inc. is seeking a Service Readiness Program Manager III for a remote, 12-month assignment.

The role supports the Service Planning & Strategy team within Post Sales Operations, focusing on readiness for new product launches and cross-functional collaboration across customer support, engineering, product management, and sales. The ideal candidate brings 5+ years in program management, with a track record of leading complex tech or consumer electronics initiatives, and strong stakeholder

Qualifications

• Ability to ramp up fast and operate in ambiguity with minimal hand-holding.
• Strong communication across levels, tailoring messaging from teams to senior stakeholders.
• 5+ years of experience leading cross-functional programs end-to-end.

Responsibilities

• Lead end-to-end customer support programs for new product introductions before launch.
• Develop and maintain project plans, timelines, risk strategies, and KPIs.
• Collaborate with customer support, engineering, product, and sales to align objectives and milestones.
• Define customer support requirements using data-driven insights.
• Identify risks and drive resolution to keep launches on track.
• Support operational processes and continuous improvements in support planning.

Skills

Ambiguity management

Cross-functional communication

End-to-end project management

Education

Bachelor’s degree in Business Administration or related field

Job description

JOB TITLE: Service Readiness Program Manager III

LOCATION: Remote

DURATION: 12 Months

PAY RANGE: $86 - $96/hr.

MUST HAVE SKILLS:

• 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)

NICE TO HAVE SKILLS:

• 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"

COMPANY: Our client is a Fortune 500 multinational technology company headquartered in Menlo Park, CA.

POSITION 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 products. The Service Readiness Program Manager has the responsibility to support organizational operations and service readiness as 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 Performance 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.

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 similar technology environments.
• Certified Project Management Professional (PMP) or equivalent certification.
• Experience with data analysis tools and methodologies to drive informed decision-making.

EXPERIENCE:

• 5+ Minimum Years of Experience

BENEFITS SUMMARY: Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate or annual salary only, unless otherwise stated. In addition to base compensation, full-time roles are eligible for Medical, Dental, Vision, Commuter and 401K benefits with company matching.

IND123

BENEFITS SUMMARY: Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate or annual salary only, unless otherwise stated. In addition to base compensation, full-time roles are eligible for Medical, Dental, Vision, Commuter and 401K benefits with company matching.

FAIR CHANCE POLICY: Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.