Program Manager - Customer Support Quality
•BpcsHybrid· 18h
💻 Engineering⏰ Full-time🎯 Lead / Principal💰 $100k-105k🇺🇸 Bellevue, USA
18h ago
Thinkahead·4 days ago
The Manager, AHEAD Foundry supports U.S. operations and is accountable for leading the India Center of Excellence teams responsible for quality, technical support, and program execution. This role develops talent, establishes operating standards, and drives measurable improvements in customer experience, reliability, and delivery across the organization.
The manager partners with Engineering, QA, QMS, Operations, Sales, Supply Chain, Logistics, and Foundry leadership across infrastructure integration, configuration, testing, deployment, and lifecycle services.
Team Leadership
Lead staffing, priorities, performance, and development across quality, support, and program-management teams.
Recruit, onboard, coach, and retain team members; conduct regular one-on-ones, development planning, and performance reviews.
Define accountability, escalation paths, and operating rhythms across the functions.
Build a culture of customer focus, ownership, collaboration, and continuous improvement.
Partner with Foundry leaders to align capacity, priorities, risks, and business outcomes.
Quality Management
Maintain quality standards, controls, governance, and documentation for Foundry services and deliverables.
Support quality assurance, quality control, system verification, and compliance across integration, configuration, and testing workflows.
Monitor first-pass yield, defects, escapes, rework, audit findings, and corrective-action closure.
Support root-cause analysis and corrective and preventive actions; ensure improvements are sustained.
Support Services
Monitor support operations from intake and triage through escalation, resolution, and stakeholder communication.
Support severity levels, service targets, handoffs, and escalation procedures.
Monitor backlog, response and resolution performance, repeat incidents, service commitments, and customer satisfaction.
Ensure teams have effective tools, runbooks, documentation, knowledge, and training.
Coordinate critical-incident response and convert support trends into operational improvements.
Program Management
Own governance and execution across multiple concurrent Foundry initiatives.
Maintain plans covering scope, milestones, dependencies, resources, risks, issues, and acceptance criteria.
Report clearly on program health, quality, support readiness, risks, and outcomes.
Lead cross-functional planning, status, risk, and readiness reviews; escalate material issues.
Balance commitments, priorities, capacity, and technical dependencies to drive predictable delivery.
Improve program-management standards, tools, and operating cadences.
Bachelor’s degree in Engineering, Computer Science, Information Technology, Operations, Business, or a related discipline; equivalent experience considered.
10+ years of experience in engineering services, infrastructure integration, quality, technical support, operations, service delivery, or program management.
5+ years leading technical or multidisciplinary service-delivery teams.
Demonstrated success establishing KPIs, governance, and continuous-improvement practices and leading cross-functional programs through operational handoff.
Experience with enterprise infrastructure, server hardware, hardware/software integration, or data-center and edge environments preferred.
Knowledge of quality management systems, system verification, engineering change management, Linux, and Windows preferred.
Relevant program management, IT service management, or quality certifications are beneficial.
Strong people leadership, coaching, performance management, conflict resolution, and talent development.
Knowledge of quality assurance, root-cause analysis, corrective action, audit readiness, and continuous improvement.
Knowledge of support operations, incident and problem management, escalation, and knowledge management.
Strong program-management skills across scope, schedule, capacity, dependencies, and risk.
Ability to translate technical and operational details into decisions and executive-level reporting.
Excellent communication, facilitation, analytical, organizational, and documentation skills.
Strong customer orientation and ability to manage competing priorities in a fast-paced environment.