Job Summary

The Senior Program Manager, IBS Performance owns total IBS program performance and execution enterprise wide. This role leads the team of IBS Program Managers — who report directly into this position — and is accountable for delivering contractual commitments, KPIs/SLAs, customer satisfaction, sales, and profitability consistently across the IBS customer portfolio and all sites.

This role centralizes leadership, governance, and customer lifecycle ownership to create a predictable and scalable delivery model. It establishes a unified operating rhythm that reduces variability, strengthens service quality, and drives a proactive, data-driven approach to program performance. The Senior IBS Program Performance Manager serves as the senior point of accountability to APG leadership for the long-term success, stability, and growth of the IBS program portfolio.

Responsibilities

Enterprise Program Performance & Execution

• Own total IBS program performance and execution enterprise-wide across all assigned customer programs and sites.
• Establish and govern the standards, playbooks, operating rhythm, and KPIs/SLAs that drive consistent, predictable, and scalable program execution while reducing variability.
• Monitor portfolio-level performance (ROI, SLAs, customer satisfaction, profitability) and drive corrective actions and continuous improvement initiatives.
• Ensure effective and consistent use of IBS performance tools, reports, dashboards, and operational metrics across all programs and sites.
• Proactively identify enterprise-level risks and implement mitigation strategies to protect service quality and profitability.

Team Leadership

• Lead, develop, and set direction for the team of IBS Program Managers.
• Establish clear goals and performance expectations; coach, mentor, and hold the team accountable to results.
• Allocate customer and program coverage strategically to balance workload and align the right resources to the right programs.
• Build bench strength, succession plans, and leadership pipelines while developing future-ready capabilities across the team.
• Champion a high-performance, customer-focused culture grounded in ownership, collaboration, accountability, and continuous improvement.

Contract Governance, Compliance & Renewals

• Ensure contract compliance, audit readiness, and lifecycle management — including amendments and renewals — are executed consistently across all programs.
• Oversee renewal strategy across the portfolio (ROI optimization, scope alignment, and sales-category expansion), strengthening renewal positioning through structured value realization and transparent performance management in partnership with sales and legal.
• Ensure financial, reporting, and operational requirements of customer agreements are consistently met across the portfolio.

Program Growth, Launch & Continuous Improvement

• Drive program growth and strategic initiatives across the portfolio, including NAPA product penetration and surplus inventory reduction and optimization.
• Oversee new program launches and site implementations, ensuring readiness across personnel, systems, and supply chain processes.
• Lead continuous improvement, standardization, and best-practice sharing across all IBS sites and Program Managers.
• Identify opportunities to improve efficiency, scalability, and profitability across the IBS enterprise model.

Performance Analytics & Reporting

• Establish portfolio-level dashboards and reporting mechanisms to measure performance and surface risks and opportunities.
• Leverage data and analytics to drive corrective actions, prioritize resources, and improve execution and profitability.
• Ensure reporting transparency and performance visibility for APG leadership.

Key Performance Indicators (KPIs)

• Total IBS program performance enterprise-wide — portfolio sales, profit, and ROI
• SLA/KPI attainment, customer satisfaction, and customer retention
• Contract compliance, renewals, and audit readiness across all programs.
• Consistency and standardization of execution across all sites (reduced variability)
• On-time program launches and new-site implementations
• Program growth and optimization outcomes (NAPA penetration, surplus inventory reduction)
• IBS Program Manager team performance, capability development, succession, and engagement

Qualifications

• Bachelor’s degree in a business-related field required.
• 8 8+ years of progressive experience in IBS/program management, operations, or account leadership, including experience leading managers or teams.
• Deep knowledge of IBS execution, contract lifecycle management, KPIs/SLAs, inventory, and supply chain operations.
• Proven ability to lead leaders, drive enterprise standardization, and deliver measurable results across multiple programs.
• Strong financial acumen (ROI, P&L) with the ability to interpret operating statements and improve business outcomes.
• Analytical and data-driven; able to build dashboards, interpret performance metrics, and translate insights into action.
• Executive presence with the ability to influence senior leaders and cross-functional stakeholders; strong written and verbal communication skills.
• Working knowledge of NAPA IBS structure and systems (TAMS, HUB, IBiz, MS, GPC1) and HUB tools/disciplines (MIN/MAX, VIEW, RGN).
• Proficient in Microsoft Office (Excel, PowerPoint).
• Demonstrated leadership, integrity, personal drive, and ability to perform under pressure in a fast-paced environment.
• Ability to safeguard Company facilities, equipment, inventory, and physical assets; willingness to learn.

Preferred Qualifications

• MBA or advanced degree.
• Automotive or related aftermarket experience strongly preferred.

Leadership

• Embodies the following values: serve, perform, influence, respect, innovate, team.
• Effectively communicates by motivating and inspiring others through clear and proactive communication.
• Drives customer success by placing customer impact at the center of decisions.
• Makes balanced, forward-looking strategic decisions.
• Leads change and transformation across the IBS organization.
• Develops high-performing teams by providing inclusive leadership, attracting, and developing world-class talent, providing ongoing feedback, and building trust across the organization.

Physical Demands / Working Environment

• Primarily office and/or remote environment; while visiting IBS sites, exposure to fleet shop environments may occur, including loud noise, fumes, or airborne particles.
• Regularly required to sit, stand, walk, talk, and hear.
• May be required to stoop, kneel, crouch, or climb while visiting sites.
• May occasionally be required to lift and move product or materials up to 60 pounds.
• Vision requirements include close and distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus, with reasonable accommodations provided as required by law.
• Travel required up to 50% (may increase or decrease based on portfolio, program, and customer needs).

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