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.

• 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 , 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 Ops Hub 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 Ops Hub configuration: entitlement schema design, Smart Queue 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.

• 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.

• 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 t 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.