Senior Program Manager, Sales & Customer Delivery

Title: Senior Program Manager, Sales & Customer Delivery

Department: Operational Excellence

Reports to: Sr. Director, Business Development

Compensation: $135,000 to $160,000 with 20% bonus potential 

POSITION SUMMARY

Leads enterprise sales and customer delivery programs for Sun Auto Tire & Service, with an emphasis on field training and enablement to drive consistent execution across a multi-location retail service network. Partners with Operations, Marketing, Technical Training, Talent Development, and Finance to turn growth and customer experience priorities into practical training, tools, and measures that improve conversion, average ticket, service cycle time, and customer satisfaction.  Establishes program governance and KPIs,  identifies skill and adoption gaps, and ensures changes are reinforced so they stick in the field.  

ESSENTIAL DUTIES & RESPONSIBILITIES

• Create and  maintain the annual/quarterly roadmap for sales and customer delivery initiatives, including business cases, success metrics, and sequencing aligned to company priorities.  

• Lead end-to-end program delivery from discovery through pilot, rollout, and sustainment, including training, communications, and post-launch improvements.  

• Create scalable selling and  service-delivery standards and translate them into training materials and job aids for field use.  

• Define program KPIs and build reporting cadence (weekly/monthly scorecards) to  monitor adoption and impact (conversion, ARO/average ticket, labor  utilization , cycle time, CSI/NPS, retention) and drive corrective actions.  

• Partner with Marketing and Ops to plan and execute promotions and offers, including readiness checklists, store execution verification, and performance readouts.  

• Own the field enablement plan by  identifying training needs, building role-based curriculum, coordinating delivery, and using certifications/skill checks to confirm readiness.  

• Partner with Technical Training and Talent Development to  maintain SOPs, playbooks, onboarding content, and coaching guides. Support reinforcement in the field and track training effectiveness to address gaps.  

• Facilitate cross-functional governance ( operating rhythms, decision logs, risk/issue management) and present program status, ROI, and recommendations to senior leadership.  

• Support field operations remotely, in classrooms, and in store operations.  

QUALIFICATIONS

Required  

• 7+ years of program/project management experience driving cross-functional initiatives with measurable revenue, margin, or customer experience outcomes.  

• Experience supporting or leading  training  programs in a multi-unit retail/service operation (10+ locations preferred) with frontline execution requirements.  

• Ability to define KPIs, analyze performance data, and report results to improve training adoption and field execution.  

• Experience building or scaling frontline enablement programs (onboarding, process training, sales/service playbooks), including facilitation and measurement.  

• Strong change management and stakeholder influence skills; able to align leaders, handle resistance, and ensure field adoption without direct authority.  

• Advanced  proficiency in Excel; comfortable with BI/dashboard tools, operational systems (e.g., CRM/POS), and training platforms (e.g., LMS/knowledge bases).  

Preferred  

• Automotive service industry experience (tires, repair, quick lube) or other high-volume service retail environment with similar operational dynamics.  

• Experience leading pilots and enterprise rollouts across 50+ locations, including training strategy, communications, and in-field reinforcement.  

• Bachelor’s degree in Business , Marketing, Operations,  Training, or related program.  

PHYSICAL REQUIREMENTS

• Exposure to moderate to loud noises, dust, exhaust fumes, lubricants, petroleum products, vapors, and caustic materials  

• Temperature variations including extreme heat and/or extreme cold  

• Stand up to eight hours per day; walk to access various areas of the building  

• Bend, stoop, kneel, and crouch  regularly; full range of motion with arms and hands  

• Lift and/or move up to 10 pounds regularly, up to 70 pounds  frequently  

• Vision sufficient to detect color, depth, and re-focus  

• Use of safety goggles or other PPE as  required  

• Reasonable  accommodations may be made for individuals with disabilities  

Benefits

At Sun Auto we recognize that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs as well as:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Contribution
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Employee Discounts
• Educational Assistance
• Company Paid Life Insurance
• Company Paid Short-Term Disability
• Long-Term Disability Insurance

Sun Auto Tire & Service provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

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