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

Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers and internal IT organizations worldwide powered by AI. As the Director of New Product Introduction, you will orchestrate cross-functional planning and execution to ensure successful product launches and sustainable growth.

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

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.)
• 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