Senior Program Manager Services Operations

Floor & Decor • Atlanta, GA

4d • Onsite

About The Position

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.

Requirements

• Bachelor’s degree in Business, Operations, Communications, or related field
• 3+ years of experience in program/project management, field operations, or service operations
• 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)
• Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment

Nice To Haves

• Retail experience preferred; home improvement or multi-unit environment strongly preferred
• experience with Salesforce to track sales performance and program activity preferred

Responsibilities

• 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

Benefits

• Bonus opportunities & career advancement opportunities at every level
• 401k with company match
• Employee Stock Purchase Plan
• Referral Bonus Program
• Medical, Dental, Vision, Life, and other Insurance Plans (subject to eligibility criteria)
• Paid vacation and sick time for eligible associates
• Paid holidays plus a personal holiday
• Paid Volunteer Time Off that starts on Day 1

What This Job Offers

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