Summary: Program Manager

The Program Manager leads the mobilization and implementation of a customer Control Tower supporting AI data center deployments. The role is responsible for translating the contracted scope into an executable operating model, bringing together people, processes, systems, data, governance, and operational-readiness activities across global workstreams.

This position acts as the central point of accountability for launch delivery, stakeholder alignment, risk and dependency management, and transition to stable operations. Working closely with customers and internal stakeholders, the Program Manager governs the integrated plan, readiness evidence, change control, and commercial performance, while supporting long-term service stability, retention, and future expansion.

Supervisory Responsibilities:

• Operational Excellence Coordinator
• Operational Excellence Specialist
• Customer Success Manager

Salary Range: From $110,000 to $140,000.

The actual pay may vary based on several factors, including professional experience, hiring location, skills, and competencies.

We are open to considering qualified candidates located in Indianapolis, Cincinnati, or Portland.

Duties and Responsibilities:

Program Leadership and Delivery

• Own end-to-end delivery from mobilization through launch, hyper care, stabilization, and transition to steady state.
• Maintain the integrated Program plan, milestones, dependencies, decision log, and acceptance criteria.
• Act as the single point of accountability for status, delivery risk, and cross-functional alignment.
• Establish workstream ownership, decision rights, escalation routes, and an approved governance model.
• The Program Manager is expected to drive Program decisions within agreed governance boundaries and escalate scope, resource, commercial, or timeline impacts through the approved steering structure.

Commercial and Contract Stewardship

• Own Program commercial performance against the approved business case, including budget, delivery cost, resource cost, and margin at Program level.
• Track Program financials - forecast versus actual, resource burn, implementation cost, and one-off versus recurring spend - and report variance with corrective actions.
• Own the executive and sponsor relationship on delivery matters, including steering participation, escalation of commercial or contractual risk, and formal acceptance sign-off.
• Govern Program delivery against contracted scope and support commercial performance, retention, and expansion in partnership with account and solution leadership.

Operating Model and Readiness

• Lead the design, validation, and implementation of the Control Tower operating model.
• Coordinate process mapping, SOPs, workflow validation, access readiness, training, testing, cutover, and operational sign-off.
• Validate staffing, capability, system access, customer input, and training readiness ahead of launch.

Governance, Risk, and Change Control

• Lead governance, steering updates, workstream reviews, RAID management, stage gates, and decision escalation.
• Identify and manage risks, issues, assumptions, constraints, and cross-workstream dependencies.
• Own change control for scope, timeline, resources, service design, technology, and regional expansion.

Customer and Stakeholder Alignment

• Align customer, OIA, implementation, operations, systems, HR, finance, procurement, and partner stakeholders.
• Provide clear status reporting on progress, risks, blockers, actions, and trade-offs.
• Lead knowledge transfer, testing, cutover, acceptance evidence, and post-launch priorities.

Performance, Transition, and Improvement

• Define Program KPIs, readiness measures, reporting standards, and governance routines.
• Lead post-mortems and RCA/RCCA reviews for material Program or launch issues.
• Drive transition to a stable steady-state model with documented ownership, standard work, and service controls.
• Coordinate the roadmap for automation, reporting, process optimization, and regional expansion.

People Leadership

• Lead a multi-region, cross-functional delivery team through influence and clear accountability.
• Create delivery discipline through priorities, accountable owners, follow-up, and structured handovers.
• Support resource planning, onboarding, training, and capability development with HR and operational leadership.
• Promote a collaborative, customer-focused, and solution-oriented working environment.

Key Performance Indicators

• Program milestone and stage-gate achievement.
• Operational-readiness completion and acceptance evidence.
• RAID closure timeliness and decision turnaround.
• SOP, training, access, testing, and cutover readiness.
• Launch stability and transition to steady-state governance.
• Stakeholder alignment, action closure, and reporting accuracy.

• Delivery of agreed improvement, automation, and expansion milestones.

Education and Experience

• Bachelor's degree in supply chain, Logistics, Business, Engineering, Program Management, or related discipline; equivalent experience may be considered.
• Typically, 10+ years' experience in supply chain, logistics, 4PL, Control Tower, Program delivery, or operations transformation.
• At least 5 years leading complex implementations, mobilizations, or transformation Programs across functions, regions, or partners.
• Proven ownership of integrated planning, governance, RAID, stage gates, executive reporting, and change control.
• Strong working knowledge of SAP S/4HANA-enabled supply chain, order lifecycle, integration, and operational dependencies.
• Experience with operating-model design, process mapping, SOPs, RACI, training, testing, cutover, hyper care, and steady-state transition.
• Experience leading global or multi-region teams, including structured handovers or 24/7 service environments.
• Experience with KPI frameworks, dashboards, process improvement, RCA/RCCA, and automation roadmaps.
• PMP, PRINCE2, MSP, or equivalent Program/project-management certification preferred.
• Experience in data centre deployment, technology infrastructure, manufacturing planning, inventory, or global order orchestration is advantageous.

Required Skills and Qualifications:

• Program Leadership: Creates accountability and delivery focus across complex, interdependent workstreams.
• Implementation and Mobilization: Leads design, readiness, cutover, hyper care, and stabilization.
• Governance and Decision Management: Establishes governance, decision rights, stage gates, and escalation routes.
• Risk and Dependency Management: Anticipates risks, manages dependencies, and drives mitigation.
• SAP-Enabled Supply Chain Understanding: Understands SAP S/4HANA-enabled order, logistics, and integration dependencies.
• Operating Model Design: Translates scope into roles, processes, controls, handovers, KPIs, and service routines.
• Stakeholder Influence: Aligns customer, functional, regional, executive, and partner stakeholders.
• Change Leadership: Manages scope, process, technology, organizational, and regional change.
• Analytical Judgement: Uses data, insight, and structured problem solving to support decisions.
• Commercial Acumen: Understands business cases, delivery economics, cost-to-serve, and the commercial consequences of delivery decisions.
• Contract and Scope Management: Governs delivery against contracted scope, identifies variation early, and manages it through formal change control.
• Strong stakeholder management and communication skills, including senior customer and executive engagement.
• Ability to translate complex delivery information into clear decisions, priorities, and action plans.

Physical Requirements:

• Ability to travel to regional branch offices, warehouse facilities, and vendor sites as needed
• Sitting or standing for extended periods during office work or site visits
• Ability to lift and carry up to 10 lbs.
• Regular use of computer and telephone systems
• Occasional use of stairs or extended walking across warehouse yards

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be all-inclusive. Duties and responsibilities may change based on business needs.

FLSA Status: Exempt