Principal Program Manager, Service Readiness – NPI

This is a fully remote position, open to applicants in California.

📋 Description

• Create and implement service readiness strategies for new product launches, which include developing training materials, updating knowledge bases, and establishing operational procedures.

• Work in partnership with product development, engineering, and customer success teams to facilitate a smooth transition from launch to customer support.

• Identify potential customer issues related to new products and proactively address them through resource allocation, process development, and escalation protocols.

• Tackle operational issues such as system configurations, service level agreements, and escalation pathways.

• Track key performance indicators (KPIs) and customer feedback after launch to enhance service quality.

⛳️ Requirements

• U.S. citizenship is required due to the nature of the customers associated with this position.

• A foundational understanding of AI technologies, along with experience in leveraging, securing, or promoting AI-driven solutions within a specific functional area.

• Demonstrated curiosity and proactive engagement with AI tools, with a proven track record of integrating new technologies into everyday workflows and problem-solving tasks.

• Over 6 years of experience in New Product Introduction (NPI) within customer success or support.

• Strong grasp of product development lifecycles and technical product characteristics.

• Exceptional organizational, communication, and teamwork abilities.

• Proficient in Salesforce, Asana, JIRA, Confluence, and Google Suite.

• Familiarity with AI-driven customer support platforms or predictive ticket routing systems.

• Experience in implementing AI-assisted project management tools for cross-functional NPI tracking and collaboration with stakeholders.

🏝️ Benefits

• A variety of health plan options.

• Time off policies for vacation and sick leave.

• Options for parental leave.

• Retirement plan options.

• Education reimbursement opportunities.

• In-office perks.