Senior Program Manager, Sales & Customer Delivery

Sun Auto Tire and Service

11d•Remote

About The Position

Leads enterprise sales and customer delivery programs for Sun Auto Tire & Service, with an emphasis on field training and enablement to drive consistent execution across a multi-location retail service network. Partners with Operations, Marketing, Technical Training, Talent Development, and Finance to turn growth and customer experience priorities into practical training, tools, and measures that improve conversion, average ticket, service cycle time, and customer satisfaction. Establishes program governance and KPIs, identifies skill and adoption gaps, and ensures changes are reinforced so they stick in the field.

Requirements

7+ years of program/project management experience driving cross-functional initiatives with measurable revenue, margin, or customer experience outcomes.
Experience supporting or leading training programs in a multi-unit retail/service operation (10+ locations preferred) with frontline execution requirements.
Ability to define KPIs, analyze performance data, and report results to improve training adoption and field execution.
Experience building or scaling frontline enablement programs (onboarding, process training, sales/service playbooks), including facilitation and measurement.
Strong change management and stakeholder influence skills; able to align leaders, handle resistance, and ensure field adoption without direct authority.
Advanced proficiency in Excel; comfortable with BI/dashboard tools, operational systems (e.g., CRM/POS), and training platforms (e.g., LMS/knowledge bases).

Nice To Haves

Automotive service industry experience (tires, repair, quick lube) or other high-volume service retail environment with similar operational dynamics.
Experience leading pilots and enterprise rollouts across 50+ locations, including training strategy, communications, and in-field reinforcement.
Bachelor’s degree in Business, Marketing, Operations, Training, or related program.

Responsibilities

Create and maintain the annual/quarterly roadmap for sales and customer delivery initiatives, including business cases, success metrics, and sequencing aligned to company priorities.
Lead end-to-end program delivery from discovery through pilot, rollout, and sustainment, including training, communications, and post-launch improvements.
Create scalable selling and service-delivery standards and translate them into training materials and job aids for field use.
Define program KPIs and build reporting cadence (weekly/monthly scorecards) to monitor adoption and impact (conversion, ARO/average ticket, labor utilization, cycle time, CSI/NPS, retention) and drive corrective actions.
Partner with Marketing and Ops to plan and execute promotions and offers, including readiness checklists, store execution verification, and performance readouts.
Own the field enablement plan by identifying training needs, building role-based curriculum, coordinating delivery, and using certifications/skill checks to confirm readiness.
Partner with Technical Training and Talent Development to maintain SOPs, playbooks, onboarding content, and coaching guides. Support reinforcement in the field and track training effectiveness to address gaps.
Facilitate cross-functional governance (operating rhythms, decision logs, risk/issue management) and present program status, ROI, and recommendations to senior leadership.
Support field operations remotely, in classrooms, and in store operations.