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.
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