Service & Experience Program Manager- CCG

Carhartt•Dearborn, MI

12d•Remote

About The Position

The Service & Experience Program Manager- CCG plays a critical role in shaping and executing the future of the uniform and group sales marketplace experience at Carhartt. This role will be responsible for leading the multi-year transformation of both front-end marketplace experience and back-end operational, service, and system experiences to support the integration of all direct and indirect distribution channels. The Program Manager will partner closely with internal and external stakeholders to build a best-in-class service model, foster accountability within the organization, and champion a culture of continuous improvement. Inspired by Hard Work At Carhartt, the values of hard work—dependability, honesty, and trust—are rooted in the legacy of our founder, Hamilton Carhartt. His commitment to serving hardworking people continues to inspire everything we do. Guided by his legacy and our mission—We serve and protect all hardworking people by building durable products—we remain dedicated to upholding these principles in every decision we make and every product we create.

Requirements

Bachelor’s degree in Business or related field, or equivalent work experience required
Minimum of 8 years of experience in sales, operations, digital services or process improvement roles
Experience leading one or more medium to large projects of complex dependencies
Ability to organize and translate complex objectives into individual related tasks and measurable deliverables
Outstanding organization skills with demonstrated ability to prioritize workload and attention to details
Highly skilled in identifying and resolving root cause issues
Responsible for controlling and implementing projects and delivering expected value
Excellent oral and written communication skills, including the ability to conceptually interpret and clearly communicate material developed collaboratively via the input of multiple parties; communicate with all levels of an organization
Strong Microsoft Office skills

Responsibilities

Lead the multi-year redesign, implementation and ongoing evolution of the uniform and group sales marketplace experience across both front-end and back-end for all direct and indirect distribution channels
Bridge strategy and execution by translating high-level vision into scalable, actionable solutions. Reconfigure existing processes and tools to align with the ideal future-state marketplace experience.
Lead the transformation of the front-end marketplace experience by deeply understanding customer needs and translating them into flexible, user-centered service solutions that elevate uniform and group sales.
Optimize the back-end experience by understanding all supporting systems, workflows, and operations. Establish an infrastructure that effectively enables and supports the front-end experience across all channels.
Operationalize the strategic vision by overseeing the design and implementation of managed programs across direct and indirect channels; ensuring workflows, service models, and standards are built to meet business goals and customer expectations
Design and implement digitally enabled workflows by thinking holistically about how front-end and back-end experiences connect.
Drive execution of service and tool transformation by mapping the marketplace journey, removing operational blockers, and coordinating implementation across platforms, systems, and cross-functional teams.
Align and inspire key business partners to work towards achieving the vision and key deliverables necessary to build a best-in-class service model.
Serve as the connector between vision and execution; ensuring teams understand what’s changing, why it matters, and how to confidently execute new ways of working
Create a method of holding teams/people accountable on a regular basis to delivering on the plan and is front and center on driving accountability
Develop feedback loops to track the performance of new service strategies. Use insights to continuously refine, enhance, and scale the experience model across teams, systems, and channels
Proactively Identify opportunities to improve our service offering by analyzing the marketplace and gathering feedback from customers and key internal stakeholders. Incorporate these learnings to position CCG as the leader in the uniform and group sales market.