Dexian

Compensation

Full Description

The Post Sales Operations (PSO) group is seeking a highly skilled and motivated Service Readiness Program Manager to join the Service Planning & Strategy team. The Post Sales Operations group oversees customer support operations for all Reality Labs products. The Service Readiness Program Manager has the responsibility to support organizational operations and service readiness as Reality Labs launches new cutting-edge products. The ideal candidate is skilled at leading projects end-to-end, cross-functional collaboration, and operational excellence in customer support and support readiness as well as being able to navigate complex project landscapes and drive continuous improvements across the organization. Responsibilities Manage End-to-end Programs: Lead end-to-end customer support program management activities for new initiatives, ensuring readiness of support operations prior to launch. Drive Project Execution: Develop and maintain comprehensive project plans, timelines, risk management strategies, and Key Process Indicators (KPIs) to drive successful execution against goals. Drive Cross-functional Collaboration: Partner cross-functionally with customer support, engineering, product management, sales, and other teams to align objectives, maintain launch schedules, and ensure timely delivery of milestones. Use Data to Define Solutions: Advocate for customer-centric solutions by defining customer support requirements and leveraging data-driven customer and industry insights Resolve Risks: Identify risks and roadblocks to launch, lead resolution efforts, and facilitate team collaboration to execute on action items efficiently. Support Operational Processes: Support operational improvements and efficiencies across product support planning, design processes, and overall support capabilities. Evaluate Program and Operational Performance: Establish metrics to evaluate program and operational performance, regularly communicate progress, and identify opportunities for enhancement and optimization. Maintain Post-Launch Performance: Track performance post-launch, implement lessons learned, and drive continuous process improvements for future initiatives. Minimum Qualifications Bachelor’s degree 5+ years of experience in program management, preferably in technology or consumer electronics sectors. Proven track record in leading cross-functional teams and managing complex projects from concept to completion. Strong understanding of post-sales operations and new product introduction processes. Excellent communication, organizational, and problem-solving skills. Ability to influence senior stakeholders and lead strategic initiatives. Preferred Qualifications 5+ years of experience in a program management role, with a demonstrated history of success in both new product introduction and after-market operations. Experience in technology environments. Certified Project Management Professional (PMP) or equivalent certification. Experience with data analysis tools and methodologies to drive informed decision-making. Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals. Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more. Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.