Job DescriptionCustomer Enablement Program ManagerLocation: 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 DoBuild 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 ForRequired 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.
