Incubation Management Lead

📋 Description

• Build and own the CX readiness plan for every new product, market type, and geography launch, from
• Embed with Product teams at the planning stage to surface support needs, flag risks, and make sure
• Stand up and directly manage pilot support pods for new launches, including staffing, tooling, and
• Work with the Enablement team to produce training materials, SOPs, and QA criteria before each
• Track contact rates, issue trends, and customer satisfaction data for newly launched products and
• Define the criteria for what "stable" looks like for each launch, and execute the handoff to scaled

🎯 Requirements

• 4 or more years in support operations, program management, or product operations, with direct
• Demonstrated experience launching new products, market types, or geographies from the support side
• Track record of strong cross-functional partnership with Product and Engineering teams, not just
• Comfort operating in ambiguity: you have built processes where none existed and made good decisions
• Strong written communication, you can write a clear readiness plan, a crisp status update, and a
• Organized and reliable follow-through: teams and partners depend on you to track details and close

🎁 Benefits

• Competitive salary & equity
• Unlimited PTO
• Full Health, Vision, & Dental coverage
• 401k match
• Hardware setup: new MacBook Pro, big display, & accessories