Service Readiness Program Manager

JOB TITLE: Service Readiness Program Manager
LOCATION: Remote or Onsite in Burlingame, CA (Open to other locations)
DURATION: 1 year with possibility of extension
PAY RANGE: $66 - $76/hr.

TOP 3 SKILLS:

• Proven ability to drive programs fully independently owns workstreams end-to-end, sets direction, and delivers without close supervision.
• Proven cross-functional leadership on complex end-to-end projects.
• Experience in consumer electronics and Customer support, with experience using G Suite, Asana, or GSD.

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

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 is responsible for supporting organizational operations and service readiness as the company launches new cutting-edge products. The ideal candidate is skilled at leading projects end-to-end, fostering cross-functional collaboration, and driving operational excellence in customer support and support readiness, as well as navigating complex project landscapes and driving continuous improvements across the organization.

Job Responsibilities:

• Lead end-to-end CS program management for NPIs and co-branded tactical roadmap initiatives, ensuring support ops are launch-ready.
• Build/maintain project plans, timelines, risk registers, and KPIs.
• Partner cross-functionally (CS, eng, PM, sales, partners) to align objectives and hold launch schedules.
• Define support requirements using customer + industry data.
• Identify and resolve launch risks/roadblocks.
• Establish metrics; track post-launch performance and drive continuous improvement.

Skills:

• Proven ability to drive programs fully independently owns workstreams end-to-end, sets direction, and delivers without close supervision.
• Proven cross-functional leadership on complex end-to-end projects.
• Data-driven decision-making + strong stakeholder communication/influence.
• Experience in consumer electronics.
• Experience in Customer support.
• Experience with G Suite.
• Experience in Asana or GSD.

Nice to Have:

• ***/hardware or post-sales/CS operations experience (fast domain ramp).
• PMP or equivalent.
• Journey mapping experience and strong documentation discipline (maintains a single source of truth / published canonical docs).

Education/Experience:

• 5+ years of experience in program management, preferably in technology or consumer electronics sectors.
• Bachelor's in Business Admin, or related; PMP preferred. (or equivalent years of experience)

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.

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.

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