Service Readiness Manager

We are seeking a Product Service Readiness Manager to lead our Service Readiness team and ensure products are designed, launched, supported, and retired with the customer and service experience in mind. In this role, you will partner closely with Product Management, Engineering, Customer Service, Service Operations, Training, and external partners to build service readiness into the product lifecycle from early design through end-of-life.

You will establish and lead the Service Readiness program, ensuring that teams have the processes, tools, content, training, parts, technical information, and support capabilities required to successfully launch and sustain products.

The ideal candidate combines strong people leadership, program management, service operations expertise, and product lifecycle experience with the ability to influence cross-functional teams. You will use customer feedback, field performance, case trends, and service data to identify opportunities to improve product quality, reduce customer friction, and strengthen the overall service experience.

• Establish the Service Readiness program charter, operating model, processes, and governance.
• Define intake and triage processes for new initiatives and ensure clear ownership across functions.
• Establish program cadence, templates, readiness criteria, and performance scorecards.
• Define and track KPIs that measure service readiness, product quality, launch success, customer experience, and cost to serve.
• Leverage AI to identify alternative approaches when working within system or process constraints, keeping initiatives moving forward despite limitations.

• Partner with Product and Engineering teams early in the product development lifecycle to incorporate serviceability and support requirements into product design.
• Identify potential service failure points, known failure conditions, and telemetry gaps before launch.
• Use AI creatively to navigate complex challenges, such as data collection and dashboard solutions.
• Ensure clear recovery paths, troubleshooting requirements, and service solutions are established for known issues.
• Bring customer and field insights into product development and design decisions.
• Ensure service requirements are incorporated into product lifecycle and NPI processes.

• Lead service readiness activities for new product introductions, ensuring all required deliverables are complete before launch.
• Ensure availability of service parts, kits, drawings, technical documentation, tools, training, support content, and other service assets.
• Coordinate readiness across Customer Service, field technicians, partners, Product, Engineering, and other stakeholders.
• Establish readiness checkpoints and proactively identify gaps, risks, and dependencies that could affect launch success.
  
  Ensure the service organization is equipped to support customers and field teams from day one.

• Oversee post-launch monitoring and early identification of product and service issues.
• Lead cross-functional teams through issue triage and resolution during the launch stabilization period.
• Use field signals, case volume, customer feedback, and service data to identify trends and prioritize improvements.
• Partner with Product and Engineering to address recurring issues and improve product quality and serviceability.
• Ensure support content, training, and guidance are updated as products and service requirements evolve.
• Track the impact of improvements on customer experience, field performance, service volume, and cost to serve.

• Lead service readiness activities associated with product retirement and end-of-life (EOL).
• Develop structured wind-down plans that support customers, service teams, and partners through product transitions.
• Ensure retirement timelines, service obligations, communications, parts availability, and support requirements are clearly defined.
• Preserve critical product and service knowledge and ensure active service obligations are appropriately closed or transitioned.

• Lead and develop the Service Readiness team.
• Build strong working relationships across Product Management, Engineering, Customer Service, Service Operations, Training, and partner organizations.
• Establish clear accountability for readiness deliverables, timelines, and decisions.
• Facilitate cross-functional discussions and resolve issues that…