NPI Program Manager

Astreya • Santa Clara, CA

1d • $98,040 - $154,800

About The Position

The NPI Program Manager owns the full bridge from product launch to RMA operational readiness for a strategic enterprise technology client. This individual is responsible for defining NPI intake, support, repair, and replacement workflows; coordinating with Contract Manufacturers (CMs) and System Integrators (SIs) on launch readiness; and ensuring that every new product family enters the RMA ecosystem with complete entitlement schemas, failure code taxonomy, depot readiness criteria, and AI platform knowledge base coverage. This is a cross-functional, technically complex role at the intersection of product operations, supply chain, and managed services.

Requirements

• 8+ years of experience in NPI program management, hardware product operations, or supply chain BPO in a technology OEM or contract manufacturing environment.
• Deep understanding of the BOM qualification, FRU lifecycle, and spares planning processes for complex hardware product families.
• Demonstrated experience coordinating with Contract Manufacturers and System Integrators on product launch readiness and support ecosystem setup.
• Experience defining entitlement schema structures, support tier definitions, and SLA parameters for new hardware products.
• Strong ability to document and design operational workflows for new product support, repair, and replacement scenarios.
• Familiarity with depot partner ecosystems, repair capability qualification, and CoC documentation requirements.
• Experience working within SAP-based environments (SD, QM, material master management).
• Bachelor's degree in Engineering, Supply Chain, Operations, or a related technical field; or equivalent professional experience.

Nice To Haves

• Background in GPU, networking hardware, data center infrastructure, or enterprise computing product lines.
• Experience configuring or supporting AI-assisted case management platforms with product-specific knowledge bases.
• Familiarity with PAK ID entitlement structures and Business Critical SLA frameworks.
• Experience managing multi-product concurrent NPI pipelines in a fast-launch environment.
• Knowledge of failure code taxonomy design and maintenance across hardware product families.

Responsibilities

• Document the current NPI intake process for the client's GPU and DGX product families; define the BOM qualification workflow for new part numbers, FRUs, and assemblies entering the spares planning model.
• Map the support entitlement definition process for new products: how contract tiers, PAK ID structures, Media Retention eligibility, and Business Critical SLA parameters are established at product launch.
• Identify NPI-to-RMA data dependencies: material master records, entitlement schema extensions, failure code taxonomy updates, and AI OpsHub knowledge base additions required when a new product launches.
• Define the NPI support workflow for each new product family: how cases are opened, classified, and routed at general availability; document the escalation path to engineering for failure modes not yet in the failure code taxonomy.
• Define the NPI repair workflow: depot partner qualification for new SKUs, repair capability readiness confirmation (tooling, firmware, test fixtures), and CoC documentation requirements for new product repairs.
• Define the NPI replacement workflow: sourcing and allocation of replacement units during early launch windows before steady-state spares stock is established; define buffer stock minimums, escalation triggers, and interim supply paths.
• Define depot readiness criteria for new product introductions: minimum spare parts on hand, repair partner qualification, failure code taxonomy creation, and Case Manager training completion before a product family goes live in the RMA system.
• Coordinate with Contract Manufacturers on NPI launch readiness: BOM availability, FRU supply commitments, defect notification protocols, and CM-level repair capability; maintain a CM readiness tracker for each active NPI program.
• Coordinate with System Integrators on NPI support: define how SIs handle customer-facing RMA for powered systems; map SI entitlement to client support tiers; establish escalation paths from SI-level support to Astreya case management.
• Feed NPI workflow requirements into the AI OpsHub configuration: entitlement schema design, SmartQueue routing for new case types, knowledge base population schedule, and CM/SI contact directory integration.
• Post Day 90, transition from NPI discovery to NPI coordination operations; manage the new product intake workflow for product families launching during the SOW term.

Benefits

• Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
• Dental provided through UHC Nationwide
• Vision provided by UHC
• Flexible Spending Account for Health & Dependent Care
• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
• Corporate Wellness Program provided by Goomi Group
• Employee Assistance Program
• Wellness Days
• 401k Plan
• Basic and Supplemental Life Insurance
• Short Term & Long Term Disability
• Critical Illness, Critical Hospital, and Voluntary Accident Insurance
• Tuition Reimbursement (available 6 months after start date, capped)
• Paid Time Off (accrued and prorated, maximum of 120 hours annually)
• Paid Holidays
• Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree