5-7 years of experience in program management or related fields
Proven track record of leading complex cross-functional initiatives
Experience in building new programs and operating models from scratch
Strong project management skills including risk mitigation and milestone planning
Exceptional organizational skills for managing multiple priorities
Experience with budget management and performance metrics
Bachelor's degree or equivalent experience
Responsibilities
Lead the development and management of ProCX Academy
Create and implement governance structures and performance frameworks
Drive pilot programs and scale successful initiatives
Partner with cross-functional teams to align priorities
Facilitate decision-making and resolve roadblocks
Design and implement standard operating procedures
Develop KPI frameworks and monitor program effectiveness
Benefits
Opportunity to build a strategic business initiative from the ground up
Significant exposure to leadership across various departments
Blend of strategy, program management, and operations responsibilities
Ability to influence customer growth and business performance
Remote work environment with collaboration and travel opportunities
Chance to make a lasting impact on customer support initiatives
Full Job Description
Job Description
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)
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.
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.
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
Pella Corporation is a privately held window and door manufacturing company headquartered in Pella, Iowa. The company was founded in 1925 by Pete and Lucille Kuyper and currently employs over 8,000 people. Pella Corporation offers a wide range of products including windows, patio doors, entry doors, and storm doors. The company operates manufacturing facilities in Iowa, Ohio, and Oregon, and has showrooms across the United States and Canada. Pella Corporation is committed to sustainability and has implemented several initiatives to reduce its environmental impact, including using recycled materials in its products and reducing waste in its manufacturing processes.
