Launch Readiness Specialist (Hybrid - NYC)

Responsibilities

• Serve as the liaison between Customer Experience (CX) and cross-functional teams supporting global programs
• Build and maintain relationships with Customer Support, Product, Engineering, Marketing, Program Management, Legal, Operations, Corporate Communications, and external partners
• Support launch readiness activities for product releases, regional launches, partner integrations, and promotional campaigns
• Develop support materials based on end-to-end customer experience and launch requirements
• Develop and continuously improve global CX launch readiness processes, frameworks, stakeholder engagement models, and performance metrics
• Implement quality assurance programs to evaluate customer support interactions and identify coaching opportunities
• Analyze customer feedback to identify trends and improve customer experience and operational effectiveness
• Monitor and optimize customer journeys from pre-launch through post-launch support
• Partner with Instructional Design teams to ensure training materials remain accurate and aligned with product updates
• Support process optimization and strategic initiatives to improve operational efficiency

Qualifications

• Bachelor's degree in Business, Analytics, Communications, or a related field
• 1-2 years of experience in Program Management, Project Management, Customer Success, Marketing, or a related field
• Experience managing multiple complex projects and competing priorities
• Experience working with global cross-functional teams in an enterprise environment
• Experience supporting global customer support organizations
• Experience managing relationships with external partners and clients
• Strong understanding of Agile methodologies, CI/CD pipelines, and release management processes
• Experience with Jira, Confluence, Git, Asana, and Airtable
• Experience implementing quality assurance programs and analyzing customer feedback
• Strong communication, stakeholder management, and relationship-building skills
• Strong analytical, problem-solving, and organizational skills
• Ability to work independently with a high sense of urgency
• Ability to adapt working hours to support global teams and travel as needed