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Services Retail Program Manager

Services Retail Program Manager

Cennox(Multiple States), US
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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   Powered by JazzHR
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    Program Manager • (Multiple States), US

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