New Product Introduction Program Manager

The NPI Program Manager owns the full bridge from product launch to RMA operational readiness for a strategic enterprise technology client. This individual is responsible for defining NPI intake, support, repair, and replacement workflows; coordinating with Contract Manufacturers (CMs) and System Integrators (SIs) on launch readiness; and ensuring that every new product family enters the RMA ecosystem with complete entitlement schemas, failure code taxonomy, depot readiness criteria, and AI platform knowledge base coverage. This is a cross-functional, technically complex role at the intersection of product operations, supply chain, and managed service.

KEY RESPONSIBILITIES

Document the current NPI intake process for the client's GPU and DGX product families; define the BOM qualification workflow for new part numbers, FRUs, and assemblies entering the spares planning model. Map the support entitlement definition process for new products: how contract tiers, PAK ID structures, Media Retention eligibility, and Business Critical SLA parameters are established at product launch. Identify NPI-to-RMA data dependencies: material master records, entitlement schema extensions, failure code taxonomy updates, and AI OpsHub knowledge base additions required when a new product launches. Define the NPI support workflow for each new product family: how cases are opened, classified, and routed at general availability; document the escalation path to engineering for failure modes not yet in the failure code taxonomy. Define the NPI repair workflow: depot partner qualification for new SKUs, repair capability readiness confirmation (tooling, firmware, test fixtures), and CoC documentation requirements for new product repairs. Define the NPI replacement workflow: sourcing and allocation of replacement units during early launch windows before steady-state spares stock is established; define buffer stock minimums, escalation triggers, and interim supply paths. Define depot readiness criteria for new product introductions: minimum spare parts on hand, repair partner qualification, failure code taxonomy creation, and Case Manager training completion before a product family goes live in the RMA system. Coordinate with Contract Manufacturers on NPI launch readiness: BOM availability, FRU supply commitments, defect notification protocols, and CM-level repair capability; maintain a CM readiness tracker for each active NPI program. Coordinate with System Integrators on NPI support: define how SIs handle customer-facing RMA for powered systems; map SI entitlement to client support tiers; establish escalation paths from SI-level support to Astreya case management. Feed NPI workflow requirements into the AI OpsHub configuration: entitlement schema design, SmartQueue routing for new case types, knowledge base population schedule, and CM/SI contact directory integration. Post Day 90, transition from NPI discovery to NPI coordination operations; manage the new product intake workflow for product families launching during the SOW term.

REQUIRED QUALIFICATIONS

8+ years of experience in NPI program management, hardware product operations, or supply chain BPO in a technology OEM or contract manufacturing environment. Deep understanding of the BOM qualification, FRU lifecycle, and spares planning processes for complex hardware product families. Demonstrated experience coordinating with Contract Manufacturers and System Integrators on product launch readiness and support ecosystem setup. Experience defining entitlement schema structures, support tier definitions, and SLA parameters for new hardware products. Strong ability to document and design operational workflows for new product support, repair, and replacement scenarios. Familiarity with depot partner ecosystems, repair capability qualification, and CoC documentation requirements. Experience working within SAP-based environments (SD, QM, material master management). Bachelor's degree in Engineering, Supply Chain, Operations, or a related technical field; or equivalent professional experience.

PREFERRED QUALIFICATIONS

Background in GPU, networking hardware, data center infrastructure, or enterprise computing product lines. Experience configuring or supporting AI-assisted case management platforms with product-specific knowledge bases. Familiarity with PAK ID entitlement structures and Business Critical SLA frameworks. Experience managing multi-product concurrent NPI pipelines in a fast-launch environment. Knowledge of failure code taxonomy design and maintenance across hardware product families. #J-18808-Ljbffr Astreya