Note: The job is a remote job and is open to candidates in USA. BCforward is a professional services and workforce management firm supporting business and technology strategies for organizations worldwide. The Service Readiness Program Manager will lead customer support readiness for new consumer hardware product launches, managing cross-functional programs, schedules, risks, metrics, documentation, and post-launch improvement initiatives.
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, milestones, and KPIs
- Partner cross-functionally with Customer Support, Engineering, Product Management, Sales, and external partners to align objectives and maintain launch schedules
- Define customer support requirements using customer and industry data
- Identify, manage, and resolve launch risks, issues, and roadblocks
- Establish and monitor metrics to measure service readiness and post-launch performance
- Drive continuous improvement initiatives based on post-launch results and lessons learned
- Maintain clear, accurate, and centralized project documentation and establish a single source of truth for program information
- Independently manage workstreams, establish priorities, set direction, and drive deliverables with minimal supervision
- Influence and hold cross-functional stakeholders accountable for commitments and launch milestones
Skills
- • Proven ability to independently drive programs and own workstreams from initiation through completion
- • Proven experience leading complex, cross-functional projects end-to-end
- • Strong data-driven decision-making and analytical skills
- • Excellent stakeholder communication, collaboration, and influencing skills
- • Experience working in the consumer electronics industry
- • Experience in customer support or customer service operations
- • Experience with Google Workspace / G Suite
- • Experience with Asana or GSD
- • Strong organizational skills and attention to detail
- • Ability to operate effectively in an ambiguous, fast-paced, and constantly changing environment
- • 5+ years of experience in program management, preferably within technology or consumer electronics
- • Experience with Consumer Electronics, hardware products, post-sales operations, or customer service operations
- • PMP certification or equivalent program management experience
- • Journey mapping experience
- • Strong documentation discipline, including maintaining a single source of truth and published canonical project documentation
- • Experience working with external partners or co-branded product initiatives
- Bachelor's degree in Business Administration or a related field preferred, or equivalent practical experience
- PMP certification is preferred
- Associates or Bachelors preferred; not required if equivalent shop experience demonstrated
Benefits
- Major medical
- HSA
- Dental
- Vision
- Employer-provided group life insurance
- Voluntary life insurance
- Short-term disability
- Long-term disability
- 401k
Company Overview
Company H1B Sponsorship