Program Manager III

Program Manager III

Location: Onsite – Burlingame, CA

Contract: 12 months, with potential for extension

Pay Rate: $70 - $75/hr on W2

Benefits: Health, Dental, Vision, 401K, PTO

The Post Sales Operations organization is seeking a highly skilled and motivated Service Readiness Program Manager to join the Service Planning & Strategy team. In this role, you will drive end-to-end service readiness for new product introductions (NPIs) and strategic roadmap initiatives. You will ensure customer support operations are prepared to successfully support cutting-edge consumer hardware launches by coordinating cross-functional teams, managing launch risks, establishing operational metrics, and driving continuous improvement. The ideal candidate is a highly autonomous program leader who can navigate ambiguity, influence senior stakeholders, and independently drive complex programs from planning through post-launch execution.

Job Responsibilities

• Lead end-to-end customer support program management for new product introductions (NPIs) and co-branded tactical roadmap initiatives, ensuring support operations are launch-ready.
• Own project plans, timelines, milestones, risk registers, dependencies, and KPI tracking.
• Partner cross-functionally with Customer Support, Engineering, Product, Sales, and external partners to align objectives and maintain launch schedules.
• Define customer support requirements using customer insights, operational data, and industry benchmarks.
• Identify, communicate, and resolve launch risks, dependencies, and roadblocks.
• Establish readiness metrics and scorecards to measure launch preparedness and operational performance.
• Monitor post-launch customer support performance and drive continuous improvement initiatives.
• Maintain clear, accurate, and centralized documentation as the single source of truth for program status, decisions, risks, and deliverables.
• Hold cross-functional stakeholders accountable for commitments and timelines while proactively escalating critical issues when necessary.
• Drive lessons-learned activities and ensure follow-up actions are completed after launch.

Must Have Qualifications

• 5+ years of experience in program management, preferably within technology, consumer electronics, customer operations, or related environments.
• Demonstrated ability to independently lead complex programs end-to-end, including defining direction, managing workstreams, resolving issues, and delivering outcomes without close supervision.
• Proven experience leading cross-functional programs involving multiple teams and stakeholders.
• Strong ability to influence stakeholders, communicate effectively, and drive accountability across organizational boundaries.
• Demonstrated data-driven decision-making skills, including using metrics and operational data to identify issues and guide decisions.
• Experience in the consumer electronics industry or a comparable technology product environment.
• Experience with customer support/customer service operations, preferably in a product-launch or post-sales environment.
• Proficiency with Google Workspace/G Suite for program documentation, collaboration, and reporting.
• Experience using Asana, GSD, or comparable project/program management tools.
• Strong project organization and documentation discipline, with the ability to maintain a clear and reliable single source of truth.
• Comfortable operating in ambiguous, fast-changing environments and proactively determining next steps without step-by-step direction.
• Bachelor's degree in Business Administration, Management, Technology, or a related field, or equivalent professional experience.

Nice to Have Qualifications

• Experience supporting Reality Labs, AR/VR, wearables, consumer hardware, or other emerging technology products.
• Experience in post-sales operations, customer service operations, service readiness, or support planning.
• Experience managing support readiness for hardware or technology product launches.
• PMP certification or equivalent program/project management certification.
• Experience with customer journey mapping and translating customer insights into operational requirements.
• Strong documentation and knowledge-management practices, including maintaining published canonical documentation.
• Experience working with external or co-branded partners on product launches.
• Experience managing programs involving senior executives or highly visible cross-functional stakeholders.

What Success Looks Like

• Support operations are fully prepared for each launch milestone and customer-facing readiness requirements are completed on schedule.
• Project plans, risk registers, dependencies, and readiness documentation are accurate, comprehensive, and consistently maintained.
• Launch risks and roadblocks are identified early and effectively mitigated.
• Readiness scorecards and KPIs demonstrate measurable progress toward launch objectives.
• Post-launch customer support performance meets established targets.
• Stakeholders understand their responsibilities, timelines, and dependencies and are held accountable for delivery.
• Lessons learned are converted into actionable improvements for future launches.

What You Should Be Prepared For

This role operates in a high-autonomy and highly ambiguous environment where priorities and requirements may shift quickly. To be successful, you should be comfortable:

• Taking ownership without waiting for detailed instructions.
• Creating structure where processes or requirements are not yet clearly defined.
• Making informed decisions with incomplete information.
• Driving senior stakeholders and cross-functional partners toward commitments.
• Identifying risks before they become launch blockers.
• Challenging assumptions and asking clarifying questions before acting.
• Maintaining accurate documentation and a definitive single source of truth.
• Balancing multiple priorities while maintaining launch timelines and operational quality.

Why This Role

This is an opportunity to own service readiness for cutting-edge consumer hardware from concept through launch and post-launch optimization. You will work across Engineering, Product, Customer Support, Sales, and external partners, with direct visibility into high-profile product launches and measurable impact on the customer experience. The role offers broad exposure to cross-functional program leadership, co-branded partner operations, consumer technology, and post-sales strategy. Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation. #TMMT