Service Program Manager II

New York, NY 10003

Posted: 11/09/2023 Job Number: 38279

Job Description

Pay range is $48 - $58 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.


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.


Service Program Manager II


Our company is looking for a Service Program Manager to join its Service Management & Operations Group (SMOG) supporting the Service S&OP and Value-Added Service (VAS) Programs.

This person will manage Dashboards, Data Reports and Program Performance reports for assigned In-Life S&OP / VAS Program responsibilities and will support the Research/Development and Implementation of new or enhanced Programs opportunities.

In-Life management will include Assessments, Management Reporting, Vendor & Regulatory reporting as well as opportunity assessments based on assigned Research & Business Goals with focus on Sustainability initiatives and OKR’s associated with Customer Retention, CSAT, CEX, Revenue and Profitability.The role requires creating and managing significant system dashboards, data and performance reporting as well as business research, case study and presentation skills.The contributions will foster the growth of key strategic programs that contribute to the Service Business Management portfolio of programs and will be required to be closely integrated to our S&OP processes. The successful Service Program Manager will be organized, experienced in project & program management as well as in managing spreadsheets and presentation tools. The position requires the ability to pivot seamlessly across strategic & tactical opportunities and as well execute to a planned cadence of cyclical activities using excellent planning & communications skills. Cross Functional engagement and collaboration will be key to the success of the position and the associated programs. This person should be a team-player, eager to work in a fast-paced, high-expectations environment.

Modify/Create & Maintain Daily/Weekly/Monthly Dashboards and Reports detailing the Performance of Value-Added Service (VAS) Programs

Refurb For Sale (RFS) - Quest 2, Quest 3 (to be launched in April 2024), Ray Ban (to be launched in April 2024)
  • US
  • Europe
  • UK
  • Canada
  • Asia (To be developed in 2024)

Warranty Plus (WP) - Quest 2, Quest Pro, Quest 3, Ray Ban (to be launched in April 2024), Next Gen AR/VR (to be launched in Q4 2024)
  • US DTC Channel (Point of Sale)
  • US B2B Channel (Missed Point of Sale)
  • Subscription Model (To be developed in 2024)
  • Europe (To be developed in 2024)
  • Asia (To be developed in 2024)

Out of Warranty (OOW)Program
  • US
  • Canada
  • Europe (in development)
  • Asia (To be developed in 2024)

Upgrade Program
  • North America (to be developed in 2024)
  • Europe (to be developed in 2024)
  • Asia (to be developed in 2024)

Modify/Create/Develop and Maintain Monthly Presentations and/or Posts Detailing the Performance of Value-Added Service Programs and SMOG Remanufacturing
  • RFS
  • MWP
  • OOW
  • Upgrade
  • Monthly Operations Performance
  • Service S&OP Performance
  • SMOG VAS Performance Dashboard

Support VAS Program Administration
  • Bordereau Reporting for MWP
  • MWP License Renewals
  • VAS Pricing Play Book
  • End of Life Support Analysis
  • Select VAS Program Mgt Support
  • SMOG Program Stack Ranking & Status Updates

VAS Program Competitive Analysis
  • Research Competitive Programs in Market (All Geographies)
    • Existing
    • New Developments

Minimum Qualifications:
  • Demonstrated obsession with Customer Service and Satisfaction.
  • Proven ability to identify, analyze, diagnose and propose program and process improvements.
  • Skilled in Program & Project management, advanced experience of spreadsheet programs (MS Excel etc.), experience of presentation programs (MS PowerPoint etc.).
  • Experience managing multiple tasks with acute timelines and shifting priorities.
  • Communication – Demonstrates strong verbal, written, presenting, and listening skills.
  • Highly motivated to support strategic growth and inquisitive mindset that pursues competitive research and sponsors industry leading opportunities.

Meet Your Recruiter

Krista McIlwaine

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