Program Manager

About the role

The Program Manager will lead a company‑wide customer experience transformation, establishing governance, reporting and accountability to deliver a seamless omnichannel journey. This senior individual contributor role works across Retail, Contact Centre, Digital, AI, eCommerce and self‑service channels, influencing multiple functions without direct authority.

Key responsibilities

• Drive the integrated omnichannel roadmap covering Retail, Contact Centre, Digital/App/Web, AI chat, eCommerce, delivery/click‑and‑collect and self‑service.
• Translate Voice of Customer insights and journey analysis into prioritized actions and track delivery against benefits.
• Establish program governance, risk management, dependency tracking and executive reporting.
• Escalate barriers or missed commitments and champion continuous improvement to reduce customer effort and increase digital adoption.

Required profile

• Bachelor’s degree in Business, Project Management, Marketing, Customer Experience, Operations, Technology or a related field.
• 3–5+ years of experience leading complex, cross‑functional programs with multiple stakeholders and workstreams.
• Strong knowledge of project and program management disciplines, including planning, governance, risk and executive reporting.
• Proven ability to use customer insights, VOC data and operational metrics to identify improvement opportunities and influence without direct authority.