Customer Enablement Program Manager
Location: Remote (U.S.)
Travel: Approximately 25-40% (bi-weekly travel to Pella facilities, customer
events, regional meetings, training programs, and launch activities)
Help Build the Future of Professional Customer Development at Pella
Pella is seeking a highly capable business leader and program builder to lead
the development, launch, and operational management of ProCX Academy, a
strategic initiative designed to strengthen the capabilities, engagement, and
long-term success of our professional contractor customers.
This role is ideal for someone who thrives in creating structure from ambiguity,
building programs from the ground up, and driving cross-functional execution.
You'll have the opportunity to establish a new business capability, develop
scalable operating processes, align stakeholders across the organization, and
create measurable impact on customer growth, sales effectiveness, installation
quality, and overall business performance.
Success in this role requires a unique blend of program management expertise,
operational leadership, business acumen, and hands-on execution. The ideal
candidate is equally comfortable developing strategy, managing timelines,
leading diverse stakeholders, solving complex operational challenges, and
rolling up their sleeves to ensure successful delivery.
A Unique Opportunity for a Program Builder
We're seeking an experienced Program Management and Business Operations leader
to build and scale ProCX Academy, a new contractor education and certification
program designed to accelerate customer growth, capability development, and
business performance.
This role is responsible for creating the operating model, establishing
governance, leading cross-functional execution, managing launch activities, and
building the processes, partnerships, and performance measures needed to scale a
new business capability. You'll work across Sales, Installation, Product,
Marketing, Customer Experience, IT, Finance, HR, and Legal to bring strategy to
life and create a sustainable program that delivers measurable business impact.
The ideal candidate has successfully launched complex programs, built operating
processes from the ground up, managed multiple stakeholders and priorities, and
thrives in environments where they can combine strategic thinking with hands-on
execution. If you're energized by building something new, creating structure
from ambiguity, and driving initiatives from concept through implementation,
this role offers a unique opportunity to make a lasting impact at Pella.
What You'll Do
Build and Launch New Programs
Lead the development, launch, and ongoing management of ProCX Academy.
Create and implement the operating model, governance structure, processes,
and performance framework needed to support long-term success.
Develop launch plans, project timelines, milestones, resource requirements,
risk mitigation plans, and implementation roadmaps.
Drive pilot programs and scale successful initiatives across the business.
Establish processes that enable successful transition from pilot programs to
sustainable enterprise operations.
Drive Cross-Functional Execution
Partner closely with Sales, Installation, Product Management, Marketing,
Customer Experience, IT, Finance, HR, and Legal teams to align priorities and
ensure seamless execution.
Manage multiple workstreams simultaneously while balancing competing
priorities and stakeholder expectations.
Facilitate decision-making, resolve roadblocks, and maintain momentum across
complex initiatives.
Build strong partnerships across all business channels and functions to
ensure alignment and adoption.
Establish Operational Excellence
Design and implement standard operating procedures, governance processes, and
reporting structures.
Own program planning, resource coordination, issue resolution, and continuous
improvement efforts.
Develop and maintain launch readiness plans, success criteria, service
levels, and operating standards.
Ensure initiatives move successfully from concept and launch into sustainable
ongoing operations.
Measure Performance and Business Impact
Develop KPI frameworks, success metrics, and executive reporting processes.
Monitor program effectiveness, identify opportunities for improvement, and
make data-driven recommendations.
Translate insights into action plans that improve customer engagement,
learning outcomes, operational efficiency, and business results.
Provide leadership with clear performance updates, recommendations, and
future roadmap priorities.
Lead and Influence
Lead and develop Academy team members and delivery partners.
Provide leadership across a broad network of internal and external
stakeholders.
Build credibility and influence across functions without relying solely on
formal authority.
Drive alignment among diverse stakeholders while maintaining focus on
execution and results.
What We're Looking For
Required Qualifications
Progressive experience in program management, business operations, sales
enablement, learning operations, customer education, or a related field.
Demonstrated success leading complex cross-functional initiatives from
strategy through implementation.
Proven experience building new programs, operating models, processes, or
capabilities from the ground up.
Strong project and program management skills, including roadmap development,
milestone planning, dependency management, and risk mitigation.
Exceptional organizational skills with the ability to manage multiple
priorities, timelines, and stakeholders.
Experience managing budgets, vendors, executive communications, performance
metrics, and change initiatives.
Strong business acumen and operational leadership capabilities.
Excellent written, verbal, facilitation, and presentation skills.
Bachelor's degree or equivalent combination of education and experience.
Ability to travel regularly to support launches, events, and customer-facing
initiatives.
Preferred Qualifications
Experience launching or managing a customer academy, certification program,
customer education platform, learning organization, or field training
function.
Experience in building products, construction, home improvement,
manufacturing, distribution, dealer networks, franchise systems, or
contractor-focused business models.
Experience leading teams and driving organizational change.
Familiarity with learning management systems (LMS), CRM platforms, learning
analytics, and performance reporting tools.
Formal change management, program management, or business transformation
experience.
Who You Are
A builder who enjoys creating new programs, processes, and capabilities from
the ground up.
A business-minded operator who can connect strategy to execution.
A self-starter who takes ownership and delivers results without requiring
significant direction.
An exceptional collaborator who can bring together stakeholders from multiple
functions and levels of the organization.
Highly organized with strong attention to detail, planning, and
follow-through.
Comfortable navigating ambiguity and creating structure where none exists.
Skilled at balancing strategic thinking with hands-on execution.
Why Pella?
Opportunity to build and own a highly visible strategic business initiative
from the ground up.
Significant exposure to leaders across Sales, Product, Installation,
Marketing, Customer Experience, Finance, and IT.
Blend of strategy, program management, operations, and leadership
responsibilities.
Ability to directly influence customer growth, capability development, and
business performance.
Remote work environment with meaningful collaboration and travel
opportunities.
Opportunity to leave a lasting impact on how Pella develops and supports its
professional customer network.
If you're a program leader, business operator, and hands-on builder who thrives
on turning ideas into scalable business capabilities, we'd love to hear from
you.
About Pella Corporation
As the #1 most-preferred national window and door brand by homeowners across the
country, Pella Corporation leads the industry in innovation and design. Founded
in 1925, today the Pella Family of Brands encompasses a robust product offering
sold and installed through various channels. We are a growing, privately owned
company with 20 manufacturing locations and over 10,000 team members in the U.S.
and Canada. Pella is consistently recognized as a great place to work by
Newsweek, Forbes and Glassdoor, having most recently been named to America’s
Greatest Workplaces for Diversity by Newsweek in 2024, as well as Forbes' 2024
Best Employers for Women and Best-In-State Employer in Iowa. We have also
received numerous accolades for innovation and design, including Fast Company’s
Best Workplaces for Innovators in 2024 and Most Innovative Manufacturers for
2022 and 2023.
At Pella, our team cares deeply, learns continuously and achieves results that
go beyond. We encourage creative thinking that seeks out and includes diverse
perspectives. And we empower you to do the work you’re most proud of — that’s
why we offer individualized talent development plans, cross-functional
experiences and opportunities for career advancement through personal and
professional development.
With talent just like you, we are imagining, building and fighting for a
brighter future for generations to come. Ready to find a career that sparks your
passion?