Job description
Retail Service Program Manager
Position Overview:
We are seeking a highly motivated and experienced Retail Service Program Manager to lead the planning, execution, and customer experience to our retail customers and their projects. This role will oversee initiatives that enhance customer experience, streamline service delivery, improve operational efficiency, and ensure alignment with business goals. The ideal candidate has a strong background in service’s program management, team leadership (Project Managers and Project Coordinators, and cross-functional leadership.
Key Responsibilities:
• Program Leadership – Lead a team of project managers/project coordinators, rollout, and governance of multiple customer retail service programs both strategic and planned that will result in project delivered on time/within budget, customer satisfaction, scheduling compliance, and P&L expectations.
• Strategic Planning – Partner with senior leadership to define program goals, KPIs, and success metrics aligned with company strategy.
• Operational Excellence – Implement best practices for service delivery, scheduling, inventory support, and customer care within retail environments.
• Cross-Functional Collaboration – Work closely with retail operations, merchandising, supply chain, IT, and customer support teams to ensure seamless execution.
• Process Improvement – Identify Project delivery inefficiencies; drive continuous improvement initiatives that enhance service performance and reduce costs.
• Performance Management – Track program performance, analyze data, and present reports to stakeholders on progress, outcomes, and ROI.
• Change Management – Champion adoption of new tools, processes, and service standards across many customer platforms.
• Customer Experience Focus – Ensure projects are delivered on time, within budget and per the SOW, while also delivering high level effective communications to all our customers.
Qualifications:
• Bachelor’s degree in business, Operations Management, Project Management, or related field (MBA preferred).
• PMP certification
• 7+ years of experience with program/project management.
• Strong P&L management
• Proven success leading large-scale customer programs with multiple Project Managers and /or Project Coordinators
• Strong understanding of installation, deinstalls, rigging, subcontract management, process standards customer service standards, and workforce management.
• Excellent leadership, communication, and stakeholder management skills.
• Analytical mindset with ability to interpret data and make informed decisions.
• Proficiency in project/program management tools (Asana, Smartsheet, MS Project, or similar).
• Lean Six Sigma, or related certification a plus.
Key Competencies:
• Customer-centric mindset
• Strong problem-solving and process improvement skills
• Ability to influence and collaborate at all levels
• Strategic thinker with hands-on execution capability
• Data-driven decision-making
• P&L understanding and implementation
