Title:  Support Readiness Program Manager

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 bachelor’s 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