Senior Program Manager Services Operations

As a Sr. Program Manager Services Operations, you serve as the operational backbone of Floor & Decor’s Pro and Design Services programs. You bridge strategy and field execution by managing active projects, supporting store-level needs, and delivering clear reporting and insights to field teams and leadership. You translate complex data into clear updates and executive-ready presentations that communicate progress, performance, and priorities. This role ensures stores have the tools, information, and support needed to deliver consistent, high-quality service experiences across all locations. Your Day Consists Of Managing the full lifecycle of field-facing Services projects from initiation through completion, ensuring clear timelines, ownership, and execution Maintaining project trackers and status dashboards that keep leadership and field partners informed on program health and progress Coordinating cross-functional workstreams with IT, Marketing, Store Operations, and Analytics to move projects forward efficiently Building and maintaining playbooks and process guides that help stores understand priorities and execute with clarity and consistency Simplifying tasking for stores to eliminate obstacles and make associates’ jobs easier and more productive Serving as a responsive resource for store-level inquiries related to Services programs, policies, and execution Responding to field inquiries and providing timely, accurate guidance on service execution to ensure alignment and consistency across all locations Building and fostering strong relationships with district and regional field partners and serving as a visible advocate for stores at the SSC Proactively communicating program updates, changes, and new resources to store teams in a clear and digestible format Partnering with field leadership to ensure successful execution of Pro and Design initiatives in stores, and surfacing on-the-ground needs back to SSC leadership Owning the development of regular reporting packages covering Services KPIs, program performance, and field execution metrics Helping develop KPIs to track performance and simplifying reporting for field teams, translating raw data into clear narratives and actionable insights Partnering with Analytics to build and refine dashboards that simplify how field teams track and act on performance data Monitoring trends in store-level data to identify patterns, surface risks, and recommend proactive solutions to leadership Supporting measurement of KPIs and ROI for service initiatives, providing structured updates and reporting to SSC stakeholders and field leadership Utilizing Salesforce to track sales performance, monitor program activity, and generate insights that support field and leadership decision-making Designing and building high-quality PowerPoint presentations for internal stakeholders, field leadership meetings, and executive reviews Developing and delivering presentations on key Services initiatives and reporting out on progress, performance, and strategic updates to SSC stakeholders and field leadership Developing field communications including updates, FAQs, training summaries, and launch toolkits for new programs Translating complex strategies and data into compelling visual stories that are easy for store teams to understand and act on Supporting preparation of quarterly business reviews, all‑hands materials, and leadership briefings, maintaining a consistent standard across all Services communications You’ll Be Successful With Bachelor’s degree in Business, Operations, Communications, or related field 3+ years of experience in program/project management, field operations, or service operations Retail experience preferred; home improvement or multi‑unit environment strongly preferred Demonstrated success supporting field teams and managing cross‑functional projects Proficient‑level PowerPoint skills with ability to design polished, executive‑quality presentations Strong analytical mindset with experience turning data into clear insights and recommendations Exceptional written and verbal communication skills; able to simplify complex information for diverse audiences Proficiency in Excel, reporting tools, and project management platforms (e.g., Smartsheet, Asana, or similar); experience with Salesforce to track sales performance and program activity preferred Highly organized, detail‑oriented, and able to manage multiple priorities in a fast‑paced environment Work Environment / Physical Expectations Primarily a sedentary role with extended periods of sitting, though occasional walking, standing, or light physical activity (lifting up to 20 lbs) may be needed. Work is typically performed in a quiet to moderate office setting, with occasional exposure to active warehouse environments and moving equipment. Benefits & Rewards Bonus opportunities & career advancement opportunities at every level. Programs that help you reach your financial goals: 401k with company match, Employee Stock Purchase Plan, and Referral Bonus Program. Medical, Dental, Vision, Life, and other Insurance Plans (subject to eligibility criteria). Work‑life Balance, Including Paid vacation and sick time for eligible associates Paid holidays plus a personal holiday Paid Volunteer Time Off that starts on Day 1 Equal Employment Opportunity Floor & Decor provides equal employment opportunities to all associates and applicants without regard to age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, disability, veteran status, genetic information, ethnicity, citizenship, or any other category protected by law. This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment. This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above. #J-18808-Ljbffr Floor & Decor