Jobs

Description

Location: Remote or Onsite (Burlingame, but open to other locations)

Work Hours: PST

Duration: 1 yr with possibility of extension

Top 3 must-have HARD 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 + strong stakeholder communication/influence.
• Experience in consumer electronics
• Experience in Customer support
• Experience with Gsuite
• Experience in Asana or GSD

Good to have skills:        

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

Story Behind the Need – Business Group & Key Projects:

• Individual contributor Program Manager on the Service Planning & Strategy team within PSO, reporting into the Customer Service Excellence / Service Partnerships function; works alongside other program leads.

Compelling Story & Candidate Value Proposition:           

• Own support readiness for cutting-edge Client consumer hardware from concept to launch; high cross-functional visibility with eng, product, sales, and external partners; direct impact on the customer experience of flagship AR/VR/wearables products.
• Rare chance to own launch-readiness for flagship consumer AR/VR/wearables hardware at the scale of Client — broader cross-functional scope and external-partner exposure than a typical PM role, with direct, measurable impact on customer experience.
• Hands-on experience running support readiness end-to-end for cutting-edge hardware; exposure to co-branded partner operations (EL |client); and a track record of driving cross-functional launches with senior stakeholders — highly transferable to program/operations leadership roles.

Summary:

• 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 Client products. The Service Readiness Program Manager has the responsibility to support organizational operations and service readiness as Client launches 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.

Job Responsibilities:

• Lead end-to-end CS program management for NPIs and cobranded tactical roadmap initiatives, ensuring support ops are launch-ready.
• Build/maintain project plans, timelines, risk registers, and KPIs.
• Partner cross-functionally (CS, eng, PM, sales, partners) to align objectives and hold launch schedules.
• Define support requirements using customer + industry data.
• Identify and resolve launch risks/roadblocks.
• Establish metrics; track post-launch performance and drive continuous improvement.

Education/Experience:

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

What are some difficulties that the candidate should be aware they may face in the role and need to be able to handle to be successful?

• The role demands high autonomy in an ambiguous, fast-shifting environment — success requires self-direction, proactive ownership, and comfort driving senior stakeholders without close oversight.

Immediate Disqualifiers:

• Needs step-by-step direction / can't self-start.
• "Order-taker" or reminder-function mindset vs. true owner.
• Moves forward without fully understanding the ask (risk of sharing inaccurate info). • Weak documentation habits / no single source of truth.
• Can't hold senior stakeholders accountable without escalation.