Program Manager – Work From Home

Job Type: Program Manager from home
Location: Texas work from home
Company: Beacon

Position Description:

This is a crucial role within Beacon’s customer experience transformation program. The position will report directly to the Director of Customer Experience and will be exposed to Beacon leadership and other key functions. You may be located in Dallas, Texas, or anywhere in the western United States. The role encompasses a variety of responsibilities, including leading the rollout of the CX program across 40+ markets in the United States and supervising and coordinating a variety of special projects with organization-wide impact.

Among the day-to-day activities are the following, but not limited to:

• Manage the playbook for a specific market in order to implement the CX program while meeting critical milestones.
• Conduct periodic check-in meetings to monitor the CX program’s rollout in new markets.
• Coordinate the delivery of the foundational solutions for the CX program.
• Serve as a coach/trainer for markets implementing CX on how to accelerate adoption of the CX program, improve customer service, and develop a model for CX’s long-term sustainability.
• Resolve problems and identify opportunities in real time to ensure the success of CX market program initiatives.

Roles and Responsibilities.

• As the “subject matter expert” for Customer Experience, provides training, best practices, and project management support to “deployment teams” installing CX in the marketplace.
• Maintains Sales and Operations training materials associated with the Customer Experience program.
• Provides instruction and counsel on all aspects of Customer Experience to “market deployment teams” (content, schedule, meetings, training, how to train market teams, etc.).
• Maintains the schedule for all market deployments, monitoring key milestones and notifying the CX Director of any risks to the schedule.
• Holds market stakeholders accountable for adhering to CX core principles in order to maintain the program and its goals.
• Develops relationships with market deployment teams, Regional Vice Presidents, and other stakeholders in order to facilitate clear communication, overcome obstacles, elevate thought leadership, and mitigate risks.
• Maintains a metric-based perspective of each market’s sales and operational performance Coordinates stakeholders across multiple functions (e.g., HR, Finance) to ensure resourcing, best practices, and project sequencing yield synergies and efficiencies.
• Holds project teams accountable for meeting deadlines and delivering deliverables; ensures they maintain focus on important objectives and milestones.
• Identifies and connects key organizational stakeholders, facilitating meetings and relationships.
• Organizes periodic check-in meetings to update progress and close gaps; creates meeting content, facilitates discussions, and documents actions and next steps.
• Facilitates brainstorming sessions to address obstacles and identify solutions with multiple stakeholders or projects.
• Communicates risks and major obstacles to the CX Director or management, and participates proactively in mitigation plans.

Qualifications

• Bachelor’s degree in Business or marketing, or a degree in a related field, or relevant industry experience.
• Successful track record in project management, change management, or branch management.
• Strong interpersonal skills and the ability to effectively communicate with cross-functional teams within Beacon are required.
• Excellent organizational skills and the capacity to track multiple projects.
• Professional oral and written communication abilities
• Capacity to adapt to a changing environment and navigate complexity with ease.
• Operations or project management experience
• Experience with roofing or construction is preferred.
• Competent with Microsoft office applications (Word, Excel, Outlook and PowerPoint).