Director, Operations Program Management (New Product Introduction (NPI) and Launch Operations)

Kaseya Careers•San Francisco Bay Area, CA

3d•Hybrid

About The Position

Kaseya ® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com ), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve. Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture. Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers. Director, Operations Program Manager (New Product Introduction (NPI) and Launch Operations) Why This Role Matters at Kaseya Kaseya’s growth depends on our ability to consistently bring high-impact products to market, and make sure our customers, partners, and internal teams are ready to succeed with them from day one. As Director of NPI, you will be the orchestrator of that success: building the framework, leading the launches, and ensuring that “ready to ship” truly means “ready to win.” Role Overview The Director of New Product Introduction (NPI) is the end-to-end owner of new product launches at Kaseya. This leader orchestrates cross-functional planning and execution across Product Management, Engineering, Go-to-Market, Sales, Marketing, Customer Success, Support, Legal, Finance, and Operations to ensure every launch is meticulously planned, flawlessly executed, and set up for sustainable growth. You will build and drive a repeatable NPI framework that aligns strategy, readiness, and execution so that new products land successfully with our customers, partners, and internal teams. This role will be ideally be based hybrid in the San Francisco Bay Area.

Requirements

10+ years of experience in B2B technology (ideally SaaS), with significant time in Product Management, Program Management, Product Operations, or Go-to-Market roles.
5+ years leading complex cross-functional launches or NPI programs across multiple teams and geographies.
Proven track record of delivering successful product launches from concept through post-launch optimization.
Strong program and project management skills, including managing multiple launches concurrently.
Demonstrated ability to lead through influence, work effectively with senior executives, and drive decisions in ambiguous environments.
Excellent communication skills; able to translate between technical, commercial, and operational stakeholders.
Experience implementing or improving structured NPI / launch frameworks (gates, readiness scorecards, etc.).

Nice To Haves

Experience in IT management, cybersecurity, MSP/IT service provider, or enterprise infrastructure software.
Background in product-led growth or recurring revenue / subscription models.
Prior experience building or scaling an NPI or Launch Operations function from the ground up.

Responsibilities

Own Kaseya’s enterprise-wide NPI framework, processes, and tollgates for new product and major feature launches.
Define launch tiers and corresponding requirements (e.g., beta, GA, phased rollout, regional vs global).
Partner with Product Management on business cases, launch objectives, and success metrics (e.g., adoption, usage, revenue, NPS).
Build and manage integrated launch plans that span Product, Engineering, Marketing, Sales, Partners, Customer Success, Support, Finance, Legal, and Ops.
Lead cross-functional “launch squads,” ensuring clear owners, timelines, and accountability for all deliverables.
Identify and manage dependencies and risks; escalate and drive decisions to keep launches on track.
Ensure early customer validation (preview, beta, pilots) and that learnings are incorporated into the launch plan.
Partner with Go-to-Market leaders to define positioning, pricing & packaging, routes to market, and commercial targets for new products.
Drive field readiness: Ensure Sales, Account Management, and Partner teams have the training, tools, messaging, and collateral they need.
Coordinate launch playbooks, sales plays, demos, and talk tracks.
Ensure Support and Customer Success are launch-ready (runbooks, SLAs, knowledge base content, success plans, etc.).
Work with Engineering and Product to confirm readiness criteria (performance, scalability, reliability, security) are met before launch.
Partner with Security, Legal, and Compliance to ensure all requirements (data privacy, regulatory, contractual) are addressed prior to launch.
Coordinate with internal operations (billing, provisioning, quote-to-cash, reporting) to ensure frictionless customer experience from day one.
Lead post-launch reviews (30/60/90 days) to assess performance against objectives and drive corrective actions.
Define and track a standard set of NPI KPIs (e.g., time-to-market, launch readiness scores, adoption, churn for new products, field satisfaction).
Continuously refine Kaseya’s NPI processes, tools, templates, and governance based on data and feedback.
Lead a small team of NPI program managers
Influence and align senior stakeholders across Product, Engineering, and Go-to-Market on launch priorities and trade-offs.
Foster a culture of transparency, accountability, and collaboration around launches.
Act as the single point of contact and “voice of the launch” for executive updates and status.