2024-05-15
AppCast (https://www.appcast.io)
Other
/yr
full-time
employee
Sunnyvale
California
94087
United States
Title : NPI Program Manager
Job ID : (phone number removed)
Location : Sunnyvale, CA
Duration : 12-month contract starting M-F, full-time (40 hours); W2,
*Opportunity for extension or conversion based on performance and business needs*
Health Benefits + PTO
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.
