We are looking for an experienced Program Manager III to lead end-to-end service readiness and customer support programs for new product introductions and strategic roadmap initiatives within a fast-paced consumer technology environment. The ideal candidate is a highly autonomous program owner with strong cross-functional leadership, operational excellence, and data-driven decision-making skills. This individual will partner closely with Customer Support, Engineering, Product, Sales, Operations, and external stakeholders to drive launch readiness, manage risks, establish KPIs, and ensure successful execution from planning through post-launch optimization.
 

Key Responsibilities Include:

• Lead end-to-end customer support and service readiness programs for new product introductions and strategic initiatives.
• Develop and maintain project plans, timelines, milestones, risk registers, and performance metrics.
• Partner cross-functionally with Customer Support, Engineering, Product, Sales, Operations, and external partners.
• Drive alignment across stakeholders and ensure launch milestones remain on schedule.
• Define support readiness requirements using customer insights, operational data, and industry best practices.
• Identify, escalate, and resolve program risks, dependencies, and roadblocks.
• Establish KPIs and readiness scorecards to measure launch and post-launch performance.
• Analyze performance results and drive continuous improvement initiatives.
• Maintain clear, accurate, and centralized program documentation and a reliable single source of truth.
• Independently manage workstreams, set direction, and hold stakeholders accountable for deliverables.

Required Qualifications:

• 5+ years of program management experience, preferably within technology or consumer electronics.
• Proven ability to independently own and deliver complex programs end-to-end with minimal supervision.
• Demonstrated cross-functional leadership across complex projects involving multiple stakeholder groups.
• Strong data-driven decision-making skills with experience defining and tracking KPIs.
• Excellent stakeholder communication, influence, and relationship-management skills.
• Experience in consumer electronics.
• Experience in customer support, service operations, or post-sales operations.
• Experience with Google Workspace / GSuite.
• Experience with Asana, GSD, or similar program management tools.
• Strong project planning, risk management, documentation, and organizational skills.
• Bachelor’s degree in Business Administration or a related field, or equivalent relevant experience.

Preferred Qualifications:

• Experience supporting hardware products, new product introductions, or post-sales/service readiness programs.
• Experience managing customer support readiness for consumer hardware launches.
• PMP certification or equivalent program/project management credential.
• Experience with customer journey mapping.
• Strong documentation discipline, including maintaining centralized and canonical program documentation.
• Experience working with external or co-branded partners.
• Ability to quickly ramp into new product, hardware, or operational domains.