• Lead service operations NPI for 10+ concurrent hardware programs across Meta Reality Labs, including Ray-Ban Meta smart glasses, Quest VR headsets, and next-gen AI wearables, achieving 100% on-time launch readiness for 7 consecutive product releases

• Own end-to-end service readiness: warranty program design, RMA architecture, service SKU mapping, repair & refurbishment strategy, spare parts forecasting, and help center enablement across 17+ countries

• Coordinate 50+ cross-functional stakeholders across Product, Engineering, Supply Chain, Legal, CX, and Operations, representing Service Operations and Post-Sales in all launch governance forums

• Drive Build readiness processes ensuring 100% material availability for production builds and service inventory

• Initiated and led FAI (First Article Inspection) process overhaul, streamlining approvals and reducing sample burden by 90% while maintaining quality standards

• Resolve global compliance and trade challenges pre-launch — including international warranty structures and multi-country logistics coordination

• Deliver executive risk briefings that surface actionable blockers, contributing to zero launch delays across program portfolio

• Analyze post-launch CX data to identify service gaps and drive continuous improvements, including identifying a 35% AI support failure rate that led to emergency help center content creation before a major partnership launch

• Led cross-functional engineering teams of 20+ across hardware and software development, managing concurrent product roadmaps from prototype through global launch and mass production for major electronics clients

• Owned program reporting and risk communication to external clients, enabling data-driven milestone decisions and proactive issue resolution

• Planned and executed comprehensive testing strategies including inline inspection, fixture validation, and final acceptance testing, ensuring product quality at scale

• Managed supplier relationships end-to-end: driving part compliance with engineering specs, quality standards, and regulatory requirements across global supply chains

• Mitigated supply chain and resource risks through demand forecasting and strategic sourcing, maintaining delivery timelines while controlling costs

• Spearheaded a PM process improvement initiative that streamlined project workflows and enhanced delivery effectiveness across the team

• Managed product transfer programs for molecular diagnostic devices, driving projects from development handoff through manufacturing scale-up, regulatory submission, and post-launch optimization

• Led cross-functional coordination across Manufacturing, R&D, Quality, Supply Chain, and Regulatory Affairs to scale production processes and meet compliance requirements for IVD products

• Conducted failure mode and effects analysis (FMEA) to de-risk product transfers, enhancing robustness and reducing quality escapes during manufacturing ramp

• Analyzed product transfer KPIs and post-market feedback to inform data-driven process improvements and accelerate time-to-volume

• Trained and enabled cross-functional teams on transfer protocols, ensuring consistent execution across manufacturing sites

• Applied cGMP in compliance with strict quality metrics to produce in-vitro diagnostic reagents within a high throughput setting

• Designed SOPs for the production and compliance testing of each product, while proactively refining processes to ensure meeting performance specifications

• Managed production operations and coordinated the supply chain to ensure timely delivery and packaging