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Service Management and Operations New Product Introduction Program Manager

Sunnyvale, CA 94089

Posted: 05/06/2024 Job Number: 39119

Job Description


Service Management and Operations New Product Introduction Program Manager
Onsite


Summary:

The Service Management and Operations Group (SMOG) seeks a New Product Introduction Program Manager. The SMOG New Product Introduction Program Manager has the responsibility to ensure all SMOG and Post-Sales Operations (PSO) teams successfully launch Virtual Reality (VR) products. This role requires a strong project management background with a high degree of collaboration with product management, engineering, legal, and packaging teams as well as deep understanding of the customer requirements and the product specifications.

Responsibilities:
  • Design, implement and lead customer-focused processes to ensure the SMOG and PSO are ready for a successful product launch.
  • Processes will include readiness of the SMOG, Customer Support, Customer Experience, materials and logistics as well as early indicators of the product quality in the field.
  • Work cross-functionally to maintain and drive product launch activities and schedule, ensuring all teams in SMOG and PSO deliver their milestones in a timely manner.
  • Advocate for SMOG and PSO requirements within VR to deliver the best customer experience.
  • Present weekly launch readiness updates within VR and SMOG/PSO.
  • Identify Key Process Indicators, risks, and mitigations for successful product launch, measuring and regularly communicating them in a data driven manner.
  • Work efficiently to resolve any roadblocks to launch, bringing the team together to collaborate and execute on action items.
  • Work with cross-functional teams to take action on the data to help maximize consumer delight and reduce quality issues.
  • Continue to track the product after launch to implement lessons learned and process improvement to future products.

Minimum Qualifications:
  • Bachelor or Master’s degree in Engineering, Operations, Supply Chain Management, or a related field.
  • 2+ years of experience in New Product Introduction and/or Customer Service.
  • Experience in new product introduction in the high tech space, driving projects with results.
  • Experience of driving new product introduction projects with verifiable results.
  • Knowledge of customer service operations, consumer warranty policies and repair operations.
  • History in devising and tracking data driven processes.
  • Ability to think strategically, continually innovating against the marketplace and customers’ needs, with an analytical mindset and ability to focus on details to drive operational excellence.
  • Experience communicating and facilitating, and presenting robust, evidence-based solutions.
  • Communication, problem solving, and collaboration skills.

Preferred Qualifications:
  • Strong experience building cross-functional relationships at all levels of the organization.
  • Experience in driving results, motivate, and instill a sense of urgency in others.
  • Experience in a leadership position and achieve results with minimal supervision.
  • Experience driving Enterprise programs.

 

Pay range is $46 - $51 per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.

THE PROMISES WE MAKE:

At Crystal Equation, we empower people and advance technology initiatives by building trust.  Your recruiter will prep you for the interview, obtain feedback, guide you through any necessary paperwork and provide everything you need for a successful start.  We will serve to empower you along the way and provide the path for your professional journey.

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About Sunnyvale, CA

Ready to kickstart your career in the vibrant Silicon Valley area around Sunnyvale, California? This bustling tech hub offers an unparalleled array of job opportunities in the heart of innovation. Nestled near the stunning Santa Cruz Mountains and boasting easy access to iconic landmarks like the Googleplex and Levi's Stadium, Sunnyvale provides a perfect balance of work and play. Indulge in delicious local cuisine, catch a show at the Mountain View Center for the Performing Arts, or take a stroll through the picturesque Sunnyvale Bay Trail. Don't miss out on the chance to grow your career in this dynamic and enchanting region – explore our job listings today!