Service Readiness Manager

About the Role

We are seeking a Service Readiness Manager to lead our Service Readiness team and ensure products are designed, launched, supported, and retired with the customer and service experience in mind. In this role, you will partner closely with Product Management, Engineering, Customer Service, Service Operations, Training, and external partners to build service readiness into the product lifecycle from early design through end-of-life. You will establish and lead the Service Readiness program, ensuring that teams have the processes, tools, content, training, parts, technical information, and support capabilities required to successfully launch and sustain products.

The ideal candidate combines strong people leadership, program management, service operations expertise, and product lifecycle experience with the ability to influence cross-functional teams. You will use customer feedback, field performance, case trends, and service data to identify opportunities to improve product quality, reduce customer friction, and strengthen the overall service experience.

Responsibilities

Lead the Service Readiness Program

• Establish the Service Readiness program charter, operating model, processes, and governance.
• Define intake and triage processes for new initiatives and ensure clear ownership across functions.
• Establish program cadence, templates, readiness criteria, and performance scorecards.
• Define and track KPIs that measure service readiness, product quality, launch success, customer experience, and cost to serve.
• Leverage AI to identify alternative approaches when working within system or process constraints, keeping initiatives moving forward despite limitations.

Design for Service & Product Readiness

• Partner with Product and Engineering teams early in the product development lifecycle to incorporate serviceability and support requirements into product design.
• Identify potential service failure points, known failure conditions, and telemetry gaps before launch.
• Use AI creatively to navigate complex challenges, such as data collection and dashboard solutions.
• Ensure clear recovery paths, troubleshooting requirements, and service solutions are established for known issues.
• Bring customer and field insights into product development and design decisions.
• Ensure service requirements are incorporated into product lifecycle and NPI processes.

Launch & NPI Readiness

• Lead service readiness activities for new product introductions, ensuring all required deliverables are complete before launch.
• Ensure availability of service parts, kits, drawings, technical documentation, tools, training, support content, and other service assets.
• Coordinate readiness across Customer Service, field technicians, partners, Product, Engineering, and other stakeholders.
• Establish readiness checkpoints and proactively identify gaps, risks, and dependencies that could affect launch success.
• Ensure the service organization is equipped to support customers and field teams from day one.

Launch Stabilization & Continuous Improvement

• Oversee post-launch monitoring and early identification of product and service issues.
• Lead cross-functional teams through issue triage and resolution during the launch stabilization period.
• Use field signals, case volume, customer feedback, and service data to identify trends and prioritize improvements.
• Partner with Product and Engineering to address recurring issues and improve product quality and serviceability.
• Ensure support content, training, and guidance are updated as products and service requirements evolve.
• Track the impact of improvements on customer experience, field performance, service volume, and cost to serve.

Product Retirement & End-of-Life

• Lead service readiness activities associated with product retirement and end-of-life (EOL).
• Develop structured wind-down plans that support customers, service teams, and partners through product transitions.
• Ensure retirement timelines, service obligations, communications, parts availability, and support requirements are clearly defined.
• Preserve critical product and service knowledge and ensure active service obligations are appropriately closed or transitioned.

Lead & Influence Cross-Functional Teams

• Lead and develop the Service Readiness team.
• Build strong working relationships across Product Management, Engineering, Customer Service, Service Operations, Training, and partner organizations.
• Establish clear accountability for readiness deliverables, timelines, and decisions.
• Facilitate cross-functional discussions and resolve issues that could impact launch or service performance.
• Communicate complex technical and operational issues clearly to both technical and non-technical stakeholders.

Qualifications

• Bachelor's degree in Business, Engineering, Operations, or a related field; Master's degree preferred.
• 5 years of experience in service readiness, product management, customer support operations, service operations, program management, or a related field.
• Demonstrated experience leading cross-functional programs or teams in a product, service, or operations environment.
• Experience supporting products through multiple stages of the product lifecycle, including launch and ongoing support.
• Ability to quickly identify problems and apply AI-driven, resourceful approaches to develop effective solutions.
• Experience identifying, tracking, and resolving service or product quality issues.
• Strong understanding of customer service and field support requirements for hardware and/or software products.
• Experience using operational, customer, or field data to identify issues and drive improvements.
• Strong communication, stakeholder management, and organizational skills.
• Demonstrated ability to manage multiple priorities, navigate ambiguity, and drive results across teams.

Preferred Qualifications

• Experience working in connected fitness, consumer electronics, hardware/software, or other technology-enabled physical products.
• Experience with service readiness processes spanning both hardware and software products.
• Experience with NPI, product lifecycle management, or stage-gate processes.
• Experience with service parts planning, technical documentation, support tooling, training, or field service operations.
• Familiarity with tools and systems used to monitor field performance, customer cases, product issues, and service trends.
• Experience managing product end-of-life and service retirement.
• Experience leading teams in a complex, cross-functional organization.

Pay Range: $105,000 to $120,000

The pay range represents the low and high end of the anticipated pay range for this position based at our Woodinville, WA headquarters. The actual pay offered for this position will depend on numerous factors including individual performance, business objectives, and if the location for the job changes. Our pay is just one component of Precor’s total rewards strategy that also includes region-specific health and welfare benefits.

As an organization, one of our top priorities is to maintain the health and well-being of our employees and their families. To achieve this goal, we offer robust and comprehensive benefits including:

• Medical, dental and vision insurance
• Generous paid time off policy
• Short-term and long-term disability
• Access to Employee Assistance Program; including access to mental health services
• 401(k) including employer match
• Pet insurance and so much more!

About Precor

Precor is known for developing and manufacturing the most innovative and reliable commercial fitness equipment on the market. With over 40 years of empowering exercisers, trainers, business owners, and operators alike we take pride in offering world-class fitness solutions across over 13,000 facilities and 100 countries. We sweat every detail to bring best-in-class product solutions into commercial facilities, meeting exercisers wherever they are: at work, at school, in the gym, or on the road.

Precor is an equal opportunity employer and committed to creating an inclusive environment for all our applicants. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you would like to request an accommodation regarding the application/interview process or are having difficulty using our website for application purposes, please contact: HR@precor.com