Service Readiness Program Manager III

Crystal Equation; California; Hybrid; USD 121,000 - 128,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401K

Job summary

Crystal Equation seeks a Service Readiness Program Manager III to join the Service Planning & Strategy team. This remote role leads end-to-end programs for new product introductions, ensuring readiness of customer support operations before launches and driving cross-functional collaboration across support, engineering, product, and sales.

You will define data-driven requirements, manage risks, and optimize post-launch performance, delivering continuous improvements across post-sales operations.

Qualifications

• Bachelor’s degree in Business Administration or related field.
• 5+ years of experience in program management.
• Proven track record leading cross-functional teams on complex projects.
• Strong understanding of post-sales operations and NPI processes.
• Excellent communication, organizational, and problem-solving skills.
• Ability to influence senior stakeholders and lead strategic initiatives.

Responsibilities

• Lead end-to-end customer support programs for new product launches, ensuring readiness of support operations.
• Develop and maintain project plans, timelines, risk management strategies, and KPIs.
• Collaborate with customer support, engineering, product management, and sales to align objectives and milestones.
• Define customer support requirements using data-driven insights.
• Identify risks and drive resolution to keep launches on schedule.
• Support operational improvements across product support planning and design processes.
• Establish metrics to evaluate program performance and communicate progress.
• Track post-launch performance and capture lessons learned for future launches.

Skills

Program management

Cross-functional collaboration

Communication

Problem solving

Education

Bachelor's degree in Business Administration

Tools

Data analysis tools

Job description

Service Readiness Program Manager III Remote 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 we launch 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.

Requirements

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

Pay range is $88 - $93 per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job‑related knowledge, skills, and experience.

The PROMISES WE MAKE: At Crystal Equation, we empower people and advance technology initiatives by building trust.

For more information regarding our Privacy Policy, please visit crystalequation.com/privacy.