Service Readiness Program Manager - Remote Eligible

Service Readiness Program Manager

This is a contract role with our tech client for 12 months through October 2026 with potential to extend based off budget and performance.

Our tech client is seeking a Service Readiness Program Manager to join the Service Planning & Strategy team. The Post Sales Operations group oversees customer support operations. The Service Readiness Program Manager has the responsibility to support organizational operations and service readiness launching 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.

Join our team and be part of shaping the future of product innovation and service excellence!

Responsibilities:

• Manage End-to-End Programs: Lead end-to-end customer support program management activities for new initiatives, ensuring readiness of support operations prior to 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 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 performance post-launch, implement lessons learned, and drive continuous process improvements for future initiatives.