Lead Program Manager, Customer Portfolio

Accountable for product group initiatives, large program(s) or group of interdependent projects/programs that are relatively high complexity. Focuses on leading planning efforts and manages the integration, implementation, reporting, and performance of the overall product group initiatives, program or group of programs to ensure the successful delivery of defined value and outcomes. Leads the coordination and management activities with business partners. Each complex program requires extensive cross team organization, collaboration and creative problem-solving skills Acts as a mentor and coach to program managers.  Responsibilities Plan and manage the delivery of programs within an area of professional expertise, using an appropriate program management methodology to give assurance that intended outcomes are achieved.  Communicate the action plan; explain how this relates to the function's strategy and action plan, and the broader organization's mission and vision; motivate people to achieve local business goals.  Develop and implement stakeholder engagement plans for programs to identify relevant stakeholders, to develop positive stakeholder relationships, and to ensure that each stakeholder has an appropriate share of voice.  Interpret the business need and identify solution recommendations to business problems at a business unit level. Lead the improvement efforts that are within span of control at this level.  Define the execution plan to disseminate innovative capabilities across the businesses, helping people develop these competencies and enabling them to innovate through solutions such as idea generation platforms, jam sessions, and hackathons.  Manage a transformational change program, ensuring integration with related programs; use structured change management methodologies to build acceptance of change and to embed desired culture and behaviors.  Manage identification of risks, issues, dependencies, and constraints associated with product group initiatives and programs, escalating these where appropriate. Where necessary, develop, agree on, and implement solutions to overcome these.  Develop own and more junior team member capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.  Lead the production of and approve program plans, ensuring that all activities are identified, are appropriately organized to deliver program objectives, comply with the organization's program management framework, and comply with the organization's wider governance structure and processes.  Manage the program review process; provide stakeholders with accurate and relevant information and key recommendations at agreed review points to enable them to evaluate progress and agree on change.  Negotiate and manage deployment of program/portfolio resources and budgets, providing forecasts and presenting variances with narrative at appropriate review points to ensure effective utilization.  Leads one or more large cross functional program teams (or multiple medium teams); defines the program vision and communicates the outcomes needed along with guidance to achieve outcome, coordinates team actions across program activities; coordinates flow of additional team members on and off the team as needed; and builds the capability of the team through training, coaching and mentoring.  Ensure that roles and responsibilities are clearly defined within area of responsibility and ensure compliance with the organization's wider program and/or portfolio management decision-making structures and processes.  Plan and manage budget for assigned programs.  This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required.  An incumbent may be asked to perform other duties pending on the needs of the business  BEHAVIORAL COMPETENCIES:  Decision Quality: Makes good and timely decisions that keep the organization moving forward. For example, consistently demonstrates strong judgment; may be sought out by others for expertise and guidance. Takes smart, independent action in urgent and non-routine situations, knows when to escalate for others' involvement.  Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals; stays in touch and shares information; discourages "us versus them" thinking; shows appreciation for others' ideas and input.  Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes immediate, decisive, independent action to resolve issues or problems. Persists as needed. Quickly and consistently identifies and pursues beneficial new opportunities.  Courage: Steps up to address difficult issues, saying what needs to be said. For example, readily shares own ideas and opinions on controversial topics; is comfortable with open debate and constructive criticism. Demonstrates clear conviction in adversity; persists courageously in difficult circumstances.  Customer Focus: Builds strong customer relationships and delivers customer-centric solutions. For example, digs deeply into customer feedback and drives the innovations that can enable the organization to better meet customers' future needs. Frequently adjusts approach to ensure customer needs are met and to improve service.  Instills Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity. For example, is consistently honest and straightforward; shares uncomfortable information in a clear and helpful manner. Maintains high ethical standards and professional codes of conduct.  Tech Savvy: Anticipates and adopts innovations in business-building digital and technology applications. For example, is an early adopter of new technologies, technical skills, and capabilities that improve performance. Regularly experiments with and leverages technologies and tools to substantially improve performance.  Accountability: Demonstrate proactive ownership of one’s actions, decisions, and results, focusing on delivering commitments without blaming others. For example. accept responsibility for mistakes, learn from them, and align behavior with organizational goals. This includes high self-awareness, following through on commitments, and fostering trust through transparency as well as holding other accountable.  Qualifications Bachelor’s Degree in business administration, Project Management, or related field is preferred  Requires a minimum of 10 years related work experience, with at least 7 years of experience in a project management role   Strong analytical and strategic mindset capable of understanding the broader picture and resolving complex issues  Exceptional organizational skills with the ability to manage multiple programs and across a portfolio simultaneously  Excellent communication and interpersonal skills to interact with various stakeholders at all organizational levels  Expanded conceptual understanding and practical expertise in project/program management software (e.g., MS Project, Smartsheet, Asana, Monday.com).   Deep conceptual understanding and practical expertise of project management techniques and methodologies (e.g., Agile, Scrum, Waterfall)  Strong leadership skills with the ability to influence, inspire, and motivate teams  Strong capability to manage and resolve conflicts within teams  Experience managing resources in a matrix organization   Experience in vendor management   PMP Certification desired  Scrum Certification desired  Retail and/or Store Technology experience desired and preferred