Senior Manager, Programs - IBS Performance

Senior Program Manager, IBS Performance

The Senior Program Manager, IBS Performance owns total IBS program performance and execution enterprise wide. This role leads the team of IBS Program Managers who report directly into this position and is accountable for delivering contractual commitments, KPIs/SLAs, customer satisfaction, sales, and profitability consistently across the IBS customer portfolio and all sites.

This role centralizes leadership, governance, and customer lifecycle ownership to create a predictable and scalable delivery model. It establishes a unified operating rhythm that reduces variability, strengthens service quality, and drives a proactive, data-driven approach to program performance. The Senior IBS Program Performance Manager serves as the senior point of accountability to APG leadership for the long-term success, stability, and growth of the IBS program portfolio.

Responsibilities

Enterprise Program Performance & Execution

• Own total IBS program performance and execution enterprise-wide across all assigned customer programs and sites.
• Establish and govern the standards, playbooks, operating rhythm, and KPIs/SLAs that drive consistent, predictable, and scalable program execution while reducing variability.
• Monitor portfolio-level performance (ROI, SLAs, customer satisfaction, profitability) and drive corrective actions and continuous improvement initiatives.
• Ensure effective and consistent use of IBS performance tools, reports, dashboards, and operational metrics across all programs and sites.
• Proactively identify enterprise-level risks and implement mitigation strategies to protect service quality and profitability.

Team Leadership

• Lead, develop, and set direction for the team of IBS Program Managers.
• Establish clear goals and performance expectations; coach, mentor, and hold the team accountable to results.
• Allocate customer and program coverage strategically to balance workload and align the right resources to the right programs.
• Build bench strength, succession plans, and leadership pipelines while developing future-ready capabilities across the team.
• Champion a high-performance, customer-focused culture grounded in ownership, collaboration, accountability, and continuous improvement.

Contract Governance, Compliance & Renewals

• Ensure contract compliance, audit readiness, and lifecycle management including amendments and renewals are executed consistently across all programs.
• Oversee renewal strategy across the portfolio (ROI optimization, scope alignment, and sales-category expansion), strengthening renewal positioning through structured value realization and transparent performance management in partnership with sales and legal.
• Ensure financial, reporting, and operational requirements of customer agreements are consistently met across the portfolio.

Program Growth, Launch & Continuous Improvement

• Drive program growth and strategic initiatives across the portfolio, including NAPA product penetration and surplus inventory reduction and optimization.
• Oversee new program launches and site implementations, ensuring readiness across personnel, systems, and supply chain processes.
• Lead continuous improvement, standardization, and best-practice sharing across all IBS sites and Program Managers.
• Identify opportunities to improve efficiency, scalability, and profitability across the IBS enterprise model.

Performance Analytics & Reporting

• Establish portfolio-level dashboards and reporting mechanisms to measure performance and surface risks and opportunities.
• Leverage data and analytics to drive corrective actions, prioritize resources, and improve execution and profitability.
• Ensure reporting transparency and performance visibility for APG leadership.

Key Performance Indicators (KPIs)

• Total IBS program performance enterprise-wide portfolio sales, profit, and ROI
• SLA/KPI attainment, customer satisfaction, and customer retention
• Contract compliance, renewals, and audit readiness across all programs.
• Consistency and standardization of execution across all sites (reduced variability)
• On-time program launches and new-site implementations
• Program growth and optimization outcomes (NAPA penetration, surplus inventory reduction)
• IBS Program Manager team performance, capability development, succession, and engagement

Qualifications

• Bachelor's degree in a business-related field required.
• 8+ years of progressive experience in IBS/program management, operations, or account leadership, including experience leading managers or teams.
• Deep knowledge of IBS execution, contract lifecycle management, KPIs/SLAs, inventory, and supply chain operations.
• Proven ability to lead leaders, drive enterprise standardization, and deliver measurable results across multiple programs.
• Strong financial acumen (ROI, P&L) with the ability to interpret operating statements and improve business outcomes.
• Analytical and data-driven; able to build dashboards, interpret performance metrics, and translate insights into action.
• Executive presence with the ability to influence senior leaders and cross-functional stakeholders; strong written and verbal communication skills.
• Working knowledge of NAPA IBS structure and systems (TAMS, HUB, IBiz, MS, GPC1) and HUB tools/disciplines (MIN/MAX, VIEW, RGN).
• Proficient in Microsoft Office (Excel, PowerPoint).
• Demonstrated leadership, integrity, personal drive, and ability to perform under pressure in a fast-paced environment.
• Ability to safeguard Company facilities, equipment, inventory, and physical assets; willingness to learn.

Preferred Qualifications

• MBA or advanced degree.
• Automotive or related aftermarket experience strongly preferred.

Leadership

• Embodies the following values: serve, perform, influence, respect, innovate, team.
• Effectively communicates by motivating and inspiring others through clear and proactive communication.
• Drives customer success by placing customer impact at the center of decisions.
• Makes balanced, forward-looking strategic decisions.
• Leads change and transformation across the IBS organization.
• Develops high-performing teams by providing inclusive leadership, attracting, and developing world-class talent, providing ongoing feedback, and building trust across the organization.

Physical Demands / Working Environment

• Primarily office and/or remote environment; while visiting IBS sites, exposure to fleet shop environments may occur, including loud noise, fumes, or airborne particles.
• Regularly required to sit, stand, walk, talk, and hear.
• May be required to stoop, kneel, crouch, or climb while visiting sites.
• May occasionally be required to lift and move product or materials up to 60 pounds.
• Vision requirements include close and distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus, with reasonable accommodations provided as required by law.
• Travel required up to 50% (may increase or decrease based on portfolio, program, and customer needs).

GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.