Keystone AICare Hardware Readiness Manager

Keystone AICare is Keystone AI's premier Service and Support organization, providing award-winning technical support and product service to our global customer base. As an Keystone AICare Hardware Readiness Manager, you will serve as a strategic leader responsible for shaping serviceability outcomes throughout the product development lifecycle. You will partner closely with Product Design, Engineering, Operations, Marketing, and Keystone AICare leadership to influence early product decisions, navigate the regulatory landscape, define service strategies, and ensure the successful execution of new product introductions. You will combine deep business judgment, systems thinking, technical knowledge, and cross-functional leadership to balance the customer experience, repairability, regulatory requirements, operational efficiency, and business objectives. Description As an Keystone AICare Hardware Readiness Manager, you will lead a team in developing and executing service strategies that enable Keystone AI to deliver exceptional customer experiences while meeting evolving business and regulatory requirements. You will engage early in the product development process to advocate for serviceability and repairability considerations, translate complex requirements into scalable service solutions, and ensure successful implementation across Keystone AICare's service ecosystem. Working across a broad set of organizations, you will influence key decisions that shape the future of Keystone AI's service experience. You will navigate ambiguity, build trust across organizations, communicate effectively at all levels of the company, and balance competing priorities to achieve the best outcomes for customers and Keystone AI. You will thrive in a fast-paced, collaborative environment, taking a hands-on, proactive approach to fostering long-term partnerships with cross-functional teams. Responsibilities: Partner with Product Design and Engineering teams early in the development cycle to influence product decisions and advocate for serviceability, repairability, and customer experience considerations. Lead end-to-end Keystone AICare service readiness planning and execution for new product introductions. Define and evolve service strategies, including repair approaches, service modules, troubleshooting requirements, and future service capabilities. Translate business priorities and emerging regulatory requirements into actionable service solutions and operational processes. Identify, assess, and mitigate readiness risks throughout the product development lifecycle, escalating issues and driving timely decisions. Develop scalable frameworks, documentation, and processes that improve organizational effectiveness and consistency. Champion continuous improvement initiatives that enhance the repair ecosystem for customers, technicians, and Keystone AI. Foster a culture of accountability, ownership, collaboration, and continuous learning within your team. Preferred Qualifications Master of Business Administration (MBA) or equivalent advanced degree. 4+ years of experience leading, developing, and coaching teams. Knowledge of repairability, service strategy, and customer support ecosystems. Background in new product introduction (NPI), service readiness, service operations, or hardware program management. Track record of translating regulatory requirements into operational or product strategies. Success in influencing product decisions during the early stages of development and driving process improvements at scale. Track record of developing and coaching high-performing teams. Ability to connect technical details with customer, operational, and business outcomes through a systems-thinking approach. Minimum Qualifications Bachelor's degree in Engineering, or equivalent experience. 10+ years of experience leading complex cross-functional programs in product development, operations, service, engineering, or program management environments. Background influencing stakeholders across multiple organizations and leadership levels without direct authority. History of driving initiatives from concept through execution in fast-paced and ambiguous environments. Practice applying analytical and problem-solving frameworks to inform business decisions. Record of presenting complex technical or business topics to senior leadership. Demonstrated execution in managing multiple priorities and stakeholder needs to drive decisions to closure. Pay & Benefits At Keystone AI, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $183,700 and $319,800, and your base pay will depend on your skills, qualifications, experience, and location. Keystone AI employees also have the opportunity to become an Keystone AI shareholder through participation in Keystone AI's discretionary employee stock programs. Keystone AI employees are eligible for discretionary restricted stock unit awards, and can purchase