Senior Program Manager, Hardware Issue Management

Required

• Bachelor's degree in an engineering or technical field is required, with 2+ years in program management, engineering program management, or a comparable role. Equivalent hands-on experience will be considered in place of the degree.
• Demonstrated ownership of an issue or defect management process end to end, from intake through triage to verified closure, in a hardware or physical product environment.
• Experience administering an issue tracker, including workflow design, taxonomy and label structure, permissions, templates, and reporting views. Linear, Jira, or equivalent.
• Experience migrating a team or organization onto a tracker or internal system, including data migration, cutover, and driving adoption.
• Track record of driving cross-functional issues to closure against committed dates.
• Working knowledge of structured problem solving, including 8D, 5-Why, fishbone, and root cause and corrective action, sufficient to judge whether an investigation is complete.
• Experience working directly with technicians, test operators, or field service teams.
• Demonstrated experience designing an operational process and measuring adherence to it.
• Data fluency sufficient to report on tracker and fleet data directly, in SQL against fleet data and GraphQL or scripting against a tracker API.
• Strong written communication across process documentation, escalations, and status reporting, for technical and executive audiences.
• Ability to work onsite five days a week in San Francisco, with regular time in the garage and some travel to test and deployment sites.