Service Readiness Program Manager

We are on the lookout for a highly skilled and motivated Service Readiness Program Manager to join the Post Sales Operations group, which oversees customer support operations for all products. The role focuses on supporting organizational operations and service readiness as new cutting-edge products are launched.

About the role

The ideal candidate is skilled at leading projects end-to-end, cross-functional collaboration, and operational excellence in customer support and support readiness. You will navigate complex project landscapes and drive continuous improvements across the organization.

Responsibilities

• Lead end-to-end customer support program management for new product introductions (NPIs) and co-branded tactical roadmap initiatives, ensuring support operations are launch-ready.
• Build and maintain project plans, timelines, risk registers, and KPIs.
• Partner cross-functionally (Customer Support, Engineering, Product Management, Sales, Partners) to align objectives and hold launch schedules.
• Define support requirements using customer and industry data.
• Identify and resolve launch risks and roadblocks.
• Establish metrics, track post-launch performance, and drive continuous improvement.
• Participate in OP monthly team meetings and team-building efforts.
• Contribute to OP technical discussions, peer reviews, and the OP-Wiki/Knowledge Base.
• Provide status reports to OP Account Management as requested.

Requirements

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

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 and strong stakeholder communication/influence.
• Experience in consumer electronics and customer support.
• Experience with G Suite, Asana, or GSD.

Nice to Have

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

Benefits

• 401(k).
• Dental insurance.
• Health insurance.
• Vision insurance.

About Us

At OP, we help you harness the power of technology for maximum impact. A technology consulting and solutions company, we offer advisory and managed services, innovative platforms, and staffing solutions across AI, cybersecurity, enterprise architecture, and beyond. For nearly two decades, we’ve challenged the status quo of the consulting industry, delivering fresh, ingenious thinking through a radically lean structure. This strategy enables unprecedented performance at an unparalleled pace for faster results that propel your business forward.