Service Readiness Program Manager

Service Readiness Program Manager
Location: Onsite/Hybrid preferred-- New York or Burlingame
Market rate: $65-73/hr (W2)
Schedule: M-F, 40 hrs/wk
Contract: 12 months (probable extensions/conversion)
Target Start: October
Benefits: Medical, dental, vision, disability, paid vacation/sick leave, 401K

Job Overview:

Service Readiness Program Manager-- Post Sales Operations (PSO)

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 Reality Labs 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.

Day-to-Day:

• Work on programs and projects that work with mixed reality and VR products are brand new
• Support the service readiness and portfolio management org for post-sales operations, multiple projects and activities - working across teams to support launching processes
• GSC - program management tech
• Manage activities and progress/milestones
• Collaborate with XFN- facilitating meetings, supporting adoption of net new processes- supporting the team as they roll out new things
• Creating documentation - organized and able to sum up responsibilities

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, Engineering, 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:

• Experience in post-launch assisting readiness
• Creating dashboards, data analysis
• Portfolio management
• Consumer electronics - consumer support--NPI work - Apple, Microsoft, Amazon
• 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.

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.