Customer Enablement Program Manager

Pella Corporation • Pella, IA

7d • 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 initiative intended to strengthen professional customers’ capabilities, engagement, and long-term success. The role will establish the Academy’s operating model, governance, processes, partnerships, and performance measures, and lead cross-functional execution from strategy through implementation and ongoing operations.

The position works across Sales, Installation, Product, Marketing, Customer Experience, IT, Finance, HR, and Legal. It combines strategic planning, program management, operational leadership, stakeholder influence, and hands-on delivery. The program manager will create scalable processes, lead pilots and launch activities, transition successful pilots into sustainable enterprise operations, and measure the program’s impact on customer growth, learning outcomes, installation quality, sales effectiveness, operational efficiency, and broader business performance.

The role is remote in 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.

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.
• 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.
• Strong organizational skills and the 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 and scale successful initiatives across the business.
• Establish processes for transitioning pilot programs into sustainable enterprise operations.
• Partner with Sales, Installation, Product Management, Marketing, Customer Experience, IT, Finance, HR, and Legal to align priorities and execute initiatives.
• Manage multiple workstreams and competing priorities while facilitating decisions, resolving roadblocks, and maintaining momentum.
• Build partnerships across business channels and functions to support alignment and adoption.
• Design and implement standard operating procedures, governance processes, and reporting structures.
• Manage 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 program 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 drive alignment without relying solely on formal authority.
• Travel regularly to support launches, events, and customer-facing initiatives.

What This Job Offers

• Job Type: Full-time