• Oversee end-to-end IT service delivery for the PCaaS program • Ensure compliance with customer business rules, SLAs, and audit requirements • Manage inventory, returns, and B Stock redeployment • Develop and refine ServiceNow workflows • Monitor service performance metrics and drive continuous improvement efforts • Build and maintain Excel data models, pivot tables, dashboards, and tracking tools • Serve as the primary liaison between Future Tech, customers, depots, and third-party partners • Lead and mentor queue managers, order processors, depot managers, and technical specialists • Implement ITIL-based frameworks for incident, problem, and change management • Continuously assess service performance

• Act as the primary strategic advisor to clients, aligning consulting solutions with business goals. • Lead the planning, execution, and delivery of consulting projects across multiple industries. • Develop and maintain strong client relationships, acting as a trusted partner throughout the engagement lifecycle. • Drive business development by identifying upsell and cross-sell opportunities within existing accounts. • Manage project scope, timelines, budgets, and resources to ensure successful delivery. • Facilitate executive-level communications and stakeholder reporting. • Oversee financial performance of engagements, including billing, and forecasting. • Collaborate with internal teams to ensure consistent delivery standards and client satisfaction. • Support strategic transformation initiatives for clients. • Contribute to the development of consulting methodologies, templates, and best practices.

• Lead the planning and execution of multiple product development programs within your assigned experience portfolio, from feasibility through launch and sustaining. • Create and maintain comprehensive program schedules, with dependencies clearly mapped, critical paths identified, and milestones tracked across programs within your portfolio. • Serve as the primary point of accountability for delivery outcomes within your portfolio, ensuring products ship on time and meet defined quality, cost, and performance requirements. • Assess portfolio health holistically, identifying cross-program risks, dependencies, and opportunities to optimize sequencing, resourcing, and learning across launches. • Proactively assess and forecast resourcing needs across Engineering, Quality, Supply Chain, Product Development, Operations, and external partners for your portfolio. • Identify resourcing constraints, capacity risks, or timeline conflicts early, and elevate them clearly to cross-functional partners, adjacent Program Managers, and leadership to enable informed tradeoffs and prioritization decisions. • Facilitate regular program syncs and executive-level updates, driving accountability and alignment across Engineering, Product, Quality, Supply Chain, and Operations. • Plan and execute engineering build events both domestically and internationally, including creation of Build Plans, Build Matrices, and Clear-to-Build checkpoints. • Partner closely with suppliers to ensure manufacturability, cost targets, quality standards, and readiness for scaling and launch. • Own the escalation and mitigation of technical, schedule, and delivery risks across programs within your portfolio. • Maintain and evolve core product lifecycle documentation, including BOM accuracy, ECO tracking, and change request processes. • Use and help evolve the team’s common program management tools, templates, and documentation standards to ensure consistent execution across the portfolio. • Partner with adjacent PDPMs to align cross-portfolio milestones, capacity constraints, hand offs and decision-making across the broader product roadmap. • Contribute to shared PDPM processes and operating rhythms, including cross-portfolio planning, launch readiness reviews, and standard reporting. • Support the onboarding and evaluation of new manufacturing partners as Mockingbird grows and diversifies its supply chain. • Travel to overseas partners (primarily Asia-based) to support builds, supplier readiness, and launch execution, approximately 3-4x per year.

• Own enterprise customer implementations end-to-end, from contract handoff through go-live and stabilization • Lead implementation kickoff to clearly define, align on, and document project scope, assumptions, dependencies, and success criteria • Act as the primary implementation owner for enterprise engagements, accountable for scope, timeline, and delivery outcomes • Develop and maintain enterprise-level project plans, milestones, and governance structures, to ensure all stakeholders share a consistent understanding of responsibilities, timelines, and success criteria • Manage scope changes throughout the implementation lifecycle, ensuring changes are evaluated, documented, and communicated transparently • Coordinate and lead cross-functional teams across Implementation, Product, Engineering, Data, Integrations, Sales, and Customer Success • Proactively identify, escalate, and mitigate risks related to scope clarity, dependencies, and customer readiness • Partner closely with Implementation resources to navigate complex requirements, change management, and customer alignment • Lead executive-level customer check-ins, steering committees, and status reviews as appropriate • Ensure a smooth, well-documented handoff from Implementation to Customer Success to support long-term customer success