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

About the role

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.

Responsibilities

• Lead end-to-end CS program management for NPIs and co-branded tactical roadmap initiatives, ensuring support ops are launch-ready.
• Build and maintain project plans, timelines, risk registers, and KPIs.
• Partner cross-functionally (CS, 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.

Requirements

• 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 and influence.
• Experience in consumer electronics.
• Experience in customer support.
• Experience with G Suite.
• Experience with 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

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.