Customer Enablement Program Manager

Pella Windows & Doors • Pella, IA

8h • Remote

About The Position

Pella is seeking a business leader and program builder to develop, launch, and manage ProCX Academy, a contractor education and certification program intended to strengthen professional customers’ capabilities, engagement, growth, and business performance. The role will establish the Academy’s operating model, governance, processes, partnerships, and performance measures, and guide the program from concept and pilot through sustainable enterprise operations.

The position leads cross-functional execution with teams including Sales, Installation, Product Management, Marketing, Customer Experience, IT, Finance, HR, and Legal. It combines strategy, program management, operational leadership, and hands-on delivery, including management of timelines, resources, budgets, vendors, risks, stakeholders, and change initiatives. The role also develops KPI frameworks and executive reporting, uses performance insights to recommend improvements, and leads Academy team members and delivery partners.

The role is remote within the U.S. and requires approximately 25–40% travel, including bi-weekly travel to Pella facilities, customer events, regional meetings, training programs, and launch activities. A bachelor's degree or an equivalent combination of education and experience is required.

Requirements

• Progressive experience in program management, business operations, sales enablement, learning operations, customer education, or a related field.
• Demonstrated success leading complex cross-functional initiatives from strategy through implementation.
• Proven experience building new programs, operating models, processes, or capabilities from the ground up.
• Strong project and program management skills, including roadmap development, milestone planning, dependency management, and risk mitigation.
• Exceptional organizational skills and ability to manage multiple priorities, timelines, and stakeholders.
• Experience managing budgets, vendors, executive communications, performance metrics, and change initiatives.
• Strong business acumen and operational leadership capabilities.
• Excellent written, verbal, facilitation, and presentation skills.
• Bachelor's degree or equivalent combination of education and experience.
• Ability to travel regularly to support launches, events, and customer-facing initiatives.

Nice To Haves

• Experience launching or managing a customer academy, certification program, customer education platform, learning organization, or field training function.
• Experience in building products, construction, home improvement, manufacturing, distribution, dealer networks, franchise systems, or contractor-focused business models.
• Experience leading teams and driving organizational change.
• Familiarity with learning management systems (LMS), CRM platforms, learning analytics, and performance reporting tools.
• Formal change management, program management, or business transformation experience.

Responsibilities

• Lead the development, launch, and ongoing management of ProCX Academy.
• Create and implement the Academy’s operating model, governance structure, processes, and performance framework.
• Develop launch plans, project timelines, milestones, resource requirements, risk mitigation plans, and implementation roadmaps.
• Drive pilot programs, scale successful initiatives, and establish processes for transitioning pilots into sustainable enterprise operations.
• Coordinate cross-functional execution with Sales, Installation, Product Management, Marketing, Customer Experience, IT, Finance, HR, and Legal.
• Manage multiple workstreams and competing priorities; facilitate decisions, resolve roadblocks, and maintain momentum.
• Build partnerships across business channels and functions to support alignment and adoption.
• Design and implement standard operating procedures, governance processes, and reporting structures.
• Own program planning, resource coordination, issue resolution, and continuous improvement.
• Develop and maintain launch-readiness plans, success criteria, service levels, and operating standards.
• Develop KPI frameworks, success metrics, and executive reporting processes.
• Monitor program effectiveness, identify improvement opportunities, and make data-driven recommendations.
• Translate insights into action plans that improve customer engagement, learning outcomes, operational efficiency, and business results.
• Provide leadership with performance updates, recommendations, and future roadmap priorities.
• Lead and develop Academy team members and delivery partners.
• Influence internal and external stakeholders and align diverse groups while maintaining focus on execution and results.

Benefits

• Individualized talent development plans, cross-functional experiences, and opportunities for career advancement through personal and professional development.
• Remote work environment with meaningful collaboration and travel opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager