Senior Program Manager

Batteries Plus, LLC•Hartland, WI

75d

About The Position

The Senior Program Manager leads the strategy, execution, and operations of Batteries Plus device repair programs, overseeing program performance, vendor partnerships, and cross-functional alignment. This role manages program strategy, financial oversight, store operations support, and the Device Repair Program Administration and Support teams. Serving as the central connector between internal teams, field operations, and major vendor partners, this role ensures consistent execution, strong compliance, and exceptional customer and store experiences across all participating locations.

Requirements

Bachelor's degree in Business, Operations Management, or related field required
Minimum of 7 years of program or project management experience, preferably in retail, technology, or repair industries.
Proven experience managing vendors and negotiating large-scale contracts.
Demonstrated success leading cross-functional teams and managing complex programs.
Strong analytical, problem-solving, and strategic planning skills.
Proficiency with Microsoft Office Suite, Google Workspace, and project management tools.
Excellent communication and stakeholder management skills.
Ability to travel up to 20%.

Nice To Haves

MBA preferred.
PMP certification or equivalent preferred.

Responsibilities

Lead the strategy, planning, and continuous improvement of device repair programs across all store locations.
Serve as a strategic advisor to leadership and ensure program alignment with business goals.
Develop and maintain program governance materials, manuals, policies, and SOPs.
Identify and resolve operational issues, process gaps, and system challenges affecting program performance.
Collaborate with Training, IT, National Accounts, Merchandising, and Operations to support program communication and education.
Define and manage dashboards, KPIs, and reporting tools to monitor program success.
Serve as the primary operational liaison for major vendors and partners, including Apple and Samsung.
Oversee contract development, execution, negotiations, SLAs, and performance tracking.
Lead weekly vendor meetings and drive alignment on program execution.
Support accurate program setup, item mapping, and system integrations in partnership with IT and Support teams.
Manage financial planning, forecasting, and reporting for device repair programs.
Lead annual budget processes and ensure alignment between financial plans and program strategy.
Collaborate with Supply Chain and Inventory to forecast tools, parts, and inventory needs.
Analyze financials and performance metrics to identify trends, risks, and cost-saving opportunities.
Serve as the primary escalation point for franchise owners on program operations and issue resolution.
Oversee onboarding and support processes for new and expanding device repair stores.
Host webinars, office hours, and welcome calls to ensure store readiness and compliance.
Support escalations involving software, repair tickets, inventory, and accounting items.
Partner with Field and District Operations to ensure store performance meets partner metrics and standards.
Provide ongoing communication to executives and stakeholders regarding program performance.