Operational Readiness Lead

About Panasonic Well:

Panasonic Well is a venture and business incubator from the Panasonic Group focused on pioneering new health and wellness solutions by connecting hardware, software and services through industry-leading, responsible AI. We are committed to building an ecosystem of technology that improves well-being for every generation.

Panasonic Well operates in the US as Panasonic Well LLC and in Japan as a division of Panasonic Holdings Corporation.

About the Role:

We are seeking an experienced lead to serve as the subject matter expert for product readiness initiatives, specializing in HILT (Human in the Loop) processes and customer support operations. This role leads new product launch support, provides training and supervision to customer support team members, and executes other key operational tasks under management guidance.

This role is hands-on and includes executing customer support tasks, covering shifts as needed, and assisting the manager with monitoring daily support operations, implementing training and escalation protocols, and driving achievement of weekly operational targets and efficiency metrics.

What You'll Get To Do:

Product Readiness Operations

• Coordinate with cross-functional teams to prepare customer support resources for new product launches and feature updates
• Develop and maintain launch readiness checklists and protocols to ensure seamless customer support during product releases
• Conduct pre-launch briefings and knowledge transfer sessions for support team members

Training Operations Execution

• Execute predetermined onboarding procedures for new Customer Support Representatives following established training protocols
• Deliver standardized training content and materials according to company guidelines
• Monitor completion of required training modules and report progress to management
• Follow established procedures for skills assessment and certification tracking

Operational Support & Communication

• Communicate factual information clearly with peers and supervisors regarding daily operations
• Execute specific quality assurance tasks following predetermined checklists and standards
• Support basic troubleshooting procedures for common customer support scenarios
• Assist with weekly operational reporting and target tracking

What You'll Bring:

• Supervisory or team lead experience
• Basic understanding of customer support operations and training delivery
• Ability to follow established policies and procedures with close supervision
• Strong attention to detail for executing predetermined tasks accurately
• Clear communication skills for factual information sharing
• Comfort with a structured, task-focused work environment
• High school diploma required; some college coursework preferred

What We Offer:

At Panasonic Well, we believe that the future of work is flexibility. Like many other leading Silicon Valley based businesses, we follow a hybrid workplace model post-pandemic. We believe this model is consistent with our goals of fostering a highly collaborative culture, promoting employee well-being, and developing a workplace that is engaging, equitable, and innovative. 

Local (Bay Area) employees are expected to come into the office on Mondays & Wednesdays and optional on the other days of the week. Fully remote (Work From Home) employment may be available for select positions.  

Grade level and salary ranges are determined by the scope and complexity of the role, along with a review of the applicant’s experience and skills, alignment with geographic market data, and equity with other team members. The salary range for this position is $88,300 – $110,300, excluding additional compensation such as company bonuses and/or multi-year grants.

Employee benefits include:

• Competitive compensation
• Comprehensive benefits (Medical, Dental, Vision, HSA, FSA)
• 401(k) with employer match
• Life & Short Term Disability Insurance
• Supplemental Medical Coverage
• Unlimited Vacation & Accrued Sick Leave
• 12 Company Holidays
• Paid Maternity & Parental Leave
• Paid Caregiver Leave
• Employee Assistance Program
• Pet Insurance
• Casual Dress Code
• Catered Lunch & Snacks
• Discounts on Panasonic products
• Company Social Events

We are proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. All candidates must have valid authorization to work in the U.S. Thank you for your interest.