Sr. Program Manager - Retail In-store Customer Experience Training & Operations

• Program Leadership: Oversee and execute the operational journey of our program across 500+ stores nationwide, ensuring adherence to high standards and quality delivery. 
• Strategic Planning: Develop and monitor comprehensive program plans and maintain process documents to streamline operations and identify opportunities to continuously improve and enhance program efficiency. 
• Program Tracking & Management: Prepare and support tracking and communication plans for stores, consultants and clients, fostering clear and timely information exchange. 
• Risk Management: Utilize program tools like RAID logs to document and manage risks, actions, issues, proactively escalating to mitigate risks and decisions effectively. 
• Cross-functional Collaboration and program delivery: Build strong relationships with internal stakeholders to effectively lead project execution, working closely with cross-functional teams, clients, and consultants to deliver within scope, schedule, and quality. 
• Client and Consultant Relations: Build and nurture strong relationships with key client stakeholders and in-field consultants, providing strong, clear communications on the program, as a strategic partner in program success. 
• Performance Monitoring and Reporting: Assess and monitor program performance, addressing gaps and overcoming operational challenges to ensure excellence. 
• Resource Allocation: Manage consultant scheduling and allocation per contractual and geomapping requirements, supported by internal SMEs. 
• Technology Utilization:   Leverage AI and other digital tools to transition from manual processes to automated and streamlined operations to enhance program efficiency and effectiveness. 
• Problem Solving: Identify and resolve operational challenges swiftly and effectively, maintaining program integrity and success. 
• Metric Tracking and Analysis: Utilize consultant dashboards and reports to monitor key operational metrics, identifying trends and areas of success. Proactively highlight gaps and opportunities for improvement, collaborating with Program Coordinators to drive strategic enhancements  

• Bachelor's degree in Commerce, Business, or a related field. 
• 5+ years of proven experience in leading large, complex, national instore program with a focus on customer experience ideally in the automotive industry. 
• Exceptional organizational, project management, and multitasking skills with the ability to manage evolving targets with pace. 
• Strong communication, interpersonal, and presentation abilities. 
• Proven ability to build and maintain strong relationships with consultants, clients, and stakeholders (both external and internal). 
• Advanced proficiency in program management software and tools such as Excel, MS Dynamics, and MS Project. 
• Demonstrated ability to manage budgets and resources effectively. 
  
  

• PMP or similar project management certification is an advantage. 
• Ability to thrive in a fast-paced, dynamic environment. 
• Willingness to travel to stores in the U.S. 

Bond is proudly recognized as a Great Place to Work and Best Managed Company. We’re 800(ish) people working tirelessly together to make the world a more loyal place. You’ll be joining a hyper-talented team with a galaxy of skill sets ranging from research to creative to digital and beyond. You’ll have an excellent opportunity to grow, learn and make an impact as we tackle some of our client’s biggest business challenges.

At Bond, we are proud to be a diverse organization, and we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly create equal opportunity and positive employment experiences for everyone. We encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and people with intersectional identities.

Please connect with our People & Values team should you require any accommodation.