Service Readiness Program Manager III

SPECTRAFORCE; United States; Remote; USD 110.000 - 140.000; Vollzeit

Zusammenfassung

SPECTRAFORCE is seeking a Service Readiness Program Manager to lead end-to-end readiness for new product introductions from a post-sales perspective. You will collaborate across customer support, engineering, product management, and sales to ensure timely execution and readiness before launches.

Ideal candidates will have 5+ years in program management, strong post-sales ops knowledge, and the ability to influence senior stakeholders.

Qualifikationen

• 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.

Aufgaben

• Drive end-to-end launch readiness for new product introductions and ensure support operations are prepared before launch.
• Create and maintain project plans, timelines, risk strategies, and KPIs to meet goals.
• Collaborate cross-functionally with support, engineering, product, and sales to align objectives and milestones.
• Define customer support requirements using data-driven insights to guide solutions.
• Identify risks and roadblocks, lead resolution efforts, and drive actions to completion.
• Support operational improvements across product support planning and design processes.

Kenntnisse

Ambiguity handling

Cross-functional leadership

End-to-end project management

Stakeholder management

Communication skills

XFN coordination

Ausbildung

Bachelor of Business Administration or related field

PMP certification

Jobbeschreibung

Job Title: Service Readiness Program Manager

Duration: 12 Months

Location: US Remote

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 Reality Labs 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.

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

Minimum Years of Experience

5+

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".

Key Projects/Day-to-Day Responsibilities

• Drive launch readiness activities for partnership launches.
• Negotiate support plans with partners.
• Build and manage project trackers.
• Partner-facing coordination across XFN teams.