SMB Operations Program Manager

SMB Operations Program Manager

Retail Operations creates the tools and programs that empower our teams to provide a one-of-a-kind experience. The SMB Operations and Strategy team builds the programs, systems, and processes that enable business sales specialists across 530 stores and 30 online countries to serve small and medium business customers. As an SMB Operations Program Manager, you will own critical programs that directly impact how the company serves SMB customers globally. You'll help define the long-term strategy for SMB, drive CRM strategy and feature prioritization, and execute improvement projects like new customer feedback mechanisms.

Applicants must be able to work directly for Artech on W2.

Required Skills & Qualifications:

• 5 years in program management, strategic operations, or consulting roles with a focus on operational execution and process improvement
• Proven success launching complex, multi-quarter programs involving cross-functional stakeholders (engineering, product, logistics, sales, finance)
• Experience in sales operations, B2B commercial programs, or retail operations
• Experience influencing product or systems roadmaps through data-driven recommendations and business case development
• Strong analytical skills with the ability to build performance metrics and reporting to inform decisions and measure program success
• Track record of identifying process inefficiencies and implementing scalable solutions across large, distributed teams
• Excellent written communication skills; able to translate complex processes into clear guidance for field teams and crisp recommendations for leadership
• Prior work experience at the company or in the company's industry

Preferred Skills & Qualifications:

• Familiarity with CRM systems (Salesforce, custom platforms) and driving user adoption
• BA/BS or equivalent experience; MBA a plus

Day-to-Day Responsibilities:

• Collaborate with Product, Engineering, Logistics, Supply, Fraud, and Product Marketing teams to streamline and optimize cross-functional processes, ensuring maximum efficiency and effectiveness.
• Synthesize research, market data, and cross-functional initiatives into an executive-ready SMB strategy.
• Drive CRM strategy and roadmap influence: Analyze CRM usage and sales team needs to recommend feature priorities to Product and Engineering teams.
• Execute improvement projects: Lead cross-functional initiatives such as SMB trade-in programs, new NPS survey launches with Customer Insights, or other operational enhancements that require stakeholder coordination and change management.
• Communicate program launches to field teams: Write clear, concise communications to business sales teams explaining new processes, system updates, and operational changes.

Company Benefits & Culture:

• Comprehensive health and wellness benefits
• Opportunities for professional development and career growth
• Inclusive and dynamic work environment