Job Title: Program Manager I
Location: Sunnyvale, CA
Duration: 12 months
Job Description: Service Management and Operations New Product Introduction Program Manager
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 Reality Labs (RL) 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.
Job 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 RL to deliver the best customer experience.
* Present weekly launch readiness updates within RL 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.