Support Readiness Program Manager
Support Readiness Program Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Job Summary:
We are seeking a dynamic individual to fill the role of Support Readiness Program Manager. In this position you will be responsible for New Product Introduction (NPI) managing all processes and systems relevant to the successful completion of NPI releases. The individual must have a comprehensive understanding of internal systems processes and tools essential for the integration of new products and services in Customer Support Operations. Additionally the individual will drive continuous improvement with a focus on process improvement and optimization.
Key Competencies and Responsibilities:
NPI Program Management:
- Lead the planning coordination and execution of product integrations to ensure readiness.
- Develop and manage Support Readiness NPI plans and product integration roadmaps ensuring support teams are prepared.
- Execute support readiness process steps and project plans from launch to completion which include (but are not limited to) identifying support requirements review of user technical and logistical requirements identifying tasks assigning and coordinating resources and creating/tracking project schedules.
- Ensure alignment of projects to company processes (e.g. PLC Product Life Cycle).
Stakeholder Engagement:
- Drive engagement with the Customer Support delivery teams and cross-functional organizations to execute and implement the Support Readiness plan inclusive of processes and tools.
- Collaborate with Supportability Engineers for spec reviews trend analysis and issue identification.
- Communicate and distill NPI status to various audiences including executives.
Product Management Support:
- Participate in product release meetings and communicate new releases products and tools to Customer Support Delivery management.
- Manage prioritization of feature requests and defects working closely with the Product Management team.
Training and Knowledge Transfer:
- Read and distill new product specs in conjunction with supportability engineers.
- Identify training needs for support teams.
- Develop knowledge and training content to keep Customer Support Delivery informed of new product releases product updates and upgrades.
Continuous Learning & Improvement:
- Leverage methodologies and frameworks to enhance processes and workflows.
- Monitor the success of newly released products solutions and services driving improvements as needed.
Education and Experience:
- A bachelors degree is required preferably in Business or Technology-related fields (i.e. Business Information Services Computer Science or Electrical Engineering) or equivalent experience
- 8 years of experience in one or more of the areas: Customer/Technical Support Customer Experience Management Call Center Management
- Demonstrated ability to manage multiple concurrent projects. Project Management (PMP preferred CSM or ITIL)
- In-depth knowledge of product management and the PLC process
- Ability to navigate and thrive in ambiguous situations.
- Technical knowledge is a plus
131750 - 195800 USDCompensation:
The target salary range for this position is 131750 - 195800 USD. The salary offered will be determined by the candidates location qualifications experience and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards reflecting a variety of factors and include a comprehensive benefits package. This may cover Health Insurance Life Insurance Retirement or Pension Plans Paid Time Off (PTO) various Leave options Performance-Based Incentives employee stock purchase plan and/or restricted stocks (RSUs) with all offerings subject to regional variations and governed by local laws regulations and company policies. Benefits may vary by country and region and further details will be provided as part of the recruitment process.
Required Experience:
Manager
Employment Type
Full-Time
