New Product Launch Readiness & Strategic Change Lead (Customer Function)
Singapore, Singapore · On-site
Senior
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New Product Launch Readiness & Strategic Change Lead (Customer Function)
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Full-time
bachelor degree, professional certificate
Posted 6d ago
Apply by Sep 30
~40 hrs/week
Responsibilities
The role involves owning customer launch readiness for new products and driving strategic change across the customer function. You will orchestrate cross-functional execution, set governance, and ensure service readiness throughout the product lifecycle.
Requirements
Candidates should have over 5 years of experience in global customer support environments with strong programme and project management capabilities. A degree or equivalent experience is required, with professional certifications like APM, PRINCE2, or Scrum preferred.
Full job description
About the role
We are seeking a talented individual to own customer launch readiness for New Product Development (NPD) and to drive strategic change in this area working across the Customer function. You will be the voice of the owner across the product lifecycle for a portfolio of new products, assuring service readiness at launch while also shaping and delivering high impact change that elevate the end-to-end ownership experience and our approach to NPD readiness.
Operating globally in a matrix across new product development, service design, Go to market, Quality, Digital teams and more, you will set governance, orchestrate cross‑functional execution, and deliver measurable outcomes. This role balances near‑term delivery (launch readiness) with long‑term capability building (operating model, processes and value stream improvements).
Key responsibilities:
1) Product/NPD Launch Readiness
Champion our owners throughout the NPD lifecycle: embed owner journeys and service needs from concept to post launch, encompassing the end to end lifecycle of an owners product ownership
Project assessment and definition: Lead the assessment of new projects by collating and evaluating critical project information to define NPD readiness requirements, clearly identifying new elements, areas of change, and the appropriate scope of activities for each project or new category.
Integrated planning: build end to end readiness project plans, identify and manage the critical path and inter-dependencies at portfolio level. Identify and proactively manage risks and issues to ensure transparency, and resolve cross‑functional constraints and trade-offs at pace
Readiness governance: brief and manage cross functional multi site global teams, track projects, chair readiness forums and surface pass/fail recommendations to product milestone gateways. Establish new support models and ensure we are ready to deliver them. Continuously evolve our governance approach to ensure accountability and optimum integration across the functions.
Development Partners: Represent the cross organisational team with our development partners, supporting negotiations on key contract topics to ensure we secure the right foundations for strong long term relationships
Operational readiness in markets: support and track key market readiness activities, ensuring our owners can self serve, and our support teams have everything they need to care for our owners from day 1.
Launch monitoring and handover: Represent our owners in early life monitoring activities and ensure early stage improvements are delivered. Ensure the smooth closedown of NPD readiness activities and their handover to ‘business as usual’
Performance & Reporting: track appropriate launch readiness KPIs, publish readiness reports and brief stakeholders on all products across the NPD readiness portfolio. Prepare summaries for all levels, integrated right up to executive level.
2) Strategic Change
Change leadership: lead multi-initiative portfolios of change projects to ultimately improve our owners’ experience, using Agile / waterfall / hybrid methods as appropriate. Define objectives and key results, business cases where relevant, and structured plans for delivery and adoption
Process design: create and re-engineer cross team processes with the opportunity to support better owner outcomes - to improve experience, speed, and cost to serve
Product Creation Framework: Evolve the product creation framework for After Sales & Support to ensure clear responsibilities and accountabilities across functions involved in NPD readiness, while retaining customer function ownership of the end to end owner experience
Continual Improvement: Capture lessons learnt and key data insights and ensure we continually evolve what we do and listen to our owners to deliver exceptional customer experiences from day 1
About you
Proven portfolio delivery leader with experience working in global customer support environments with a passion for our owners and for delivering of world class services
Outstanding programme/project management capabilities, to deliver projects, cross portfolio programmes and strategic change (typically 5+ years)
Demonstrable matrix leadership of project managers and workstream leads, coaching best practice and elevating cross functional delivery
Creative problem solver with a bias for action. Strong attention to detail when it matters, with the ability to zoom out and prioritise
Excellent communication and governance – including concise reporting through all stakeholder levels and clear decision framing
Advanced use of Microsoft tools; familiarity with project/portfolio tools (e.g. Jira) and an ability to adapt and learn new ones as required
Qualifications: Degree or equivalent experience; APM/PRINCE2/Scrum/Agile certifications preferred.
#LI-CY1
Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.
Appliances, Electrical, and Electronics Manufacturing
Company size
10,001+ employees
Founded
1993
Headquarters
Singapore
LinkedIn followers
525,875
Dyson solves real-world problems and creates better products through the application of engineering, science, design and creativity. It is a family-owned, global technology company, founded by Sir James Dyson who remains at the helm alongside his son Jake.
Since inventing the first cyclonic bagless vacuum cleaner, the DC01, Dyson has consistently invested in research and development to improve its products and technologies radically. Dyson offers products across a growing range of areas: floorcare, air purification, robotics, haircare including formulations, lighting, hand drying, and most recently audio. Dyson continues to expand into new areas.
Today, Dyson sells products in more than 80 markets, has 450 Dyson stores worldwide and is available in all major technology and beauty retailers. Dyson has global headquarters in Singapore and major technology campuses in Singapore, the UK, Malaysia, and the Philippines. Its global team of engineers, scientists and software developers are focused on developing technology-enabled products which work better and which people love to use. Key areas of focus have included high-speed electric digital motors, sensing and vision systems, robotics, machine learning and aerodynamics.
Beyond products, to encourage an inventive future, Dyson is also inspiring the next generation of engineers and inventors through the Dyson Institute of Engineering and Technology, the James Dyson Foundation and the James Dyson Award.
The Dyson family applies its problem-solving approach in other fields, and established Dyson Farming in 2012. It is one of the largest farming businesses in the UK, extending to 36,000 acres across Lincolnshire, Oxfordshire, Gloucestershire and Somerset. It is a family-owned enterprise unlike any other, focussed on long-term investment in British farming and the countryside to grow tasty and nutritious food.
Offices: 3 Sentosa Gateway, Singapore, 098544, SG · 2 Science Park Dr, Singapore Science Park 1, Ascent, #01-08, #03-13/26 The Ascent Tower B, Singapore, Singapore 118222, SG · Tetbury Hill, Malmesbury, Wiltshire SN16 0RG, GB · 1330 W Fulton Market, Floor 5, Chicago, Illinois 60607, US · 300 Barangaroo Avenue, Suite 2, Level 22, Tower 3, International Towers, Barangaroo, NSW 2000, AU
Global Technology companyEngineeringSolving everyday problemsProduct designInnovationTechnologyHealth and beautyRoboticsAIData
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