Program Manager

JOB DESCRIPTION :Title : PROGRAM MANAGER V (SMB Operations Program Manager)| No C2CLocation : Cupertino , CA ( 8am to 5pm PST hours)Client : Fortune 50 ClientsDuration : 12 Months contract with possible extensionRole Specific Summary:Retail Operations creates the tools and programs that empower teams to provide a one-of-a-kind, only-at-Client experience. The SMB Operations and Strategy team builds the programs, systems, and processes that enable business sales specialists across 530 stores and 30+ online countries to serve small and medium business customers.As an SMB Operations Program Manager, you will own critical programs that directly impact how Client serves SMB customers globally. You will help define the long-term strategy for SMB, drive ClientCRM strategy and feature prioritization, and execute improvement projects such as new customer feedback mechanisms.You thrive on turning ambiguity into action — building the checklists, dashboards, and processes that help business sales teams succeed. You are equally comfortable analyzing CRM data to inform roadmap decisions and writing clear communications to help field teams adopt new processes.Key Responsibilities:Collaborate with Product, Engineering, Logistics, Supply, Fraud, and Product Marketing teams to streamline and optimize cross-functional processes, ensuring maximum efficiency and effectiveness.Synthesize research, market data, and cross-functional initiatives into an executive-ready SMB strategy — diagnosing current performance vs. gaps, identifying Client’s differentiated competitive advantage, and defining priorities with specific investment requirements and ROI projections.Drive ClientCRM strategy and roadmap influence:Analyze CRM usage and sales team needs.Recommend feature priorities to Product and Engineering teams.Lead strategic business cases (e.g., evaluating migration to Salesforce).Drive adoption initiatives to improve system usage and sales outcomes.Execute improvement projects:Lead cross-functional initiatives such as SMB trade-in programs.Launch new NPS surveys with Customer Insights.Drive operational enhancements requiring stakeholder coordination and change management.Communicate program launches to field teams:Write clear, concise communications explaining new processes, system updates, and operational changes.Ensure smooth adoption across all regions.Minimum Qualifications:5+ years in program management, strategic operations, or consulting roles with focus on operational execution and process improvement.Proven success launching complex, multi-quarter programs involving cross-functional stakeholders (Engineering, Product, Logistics, Sales, Finance).Experience influencing product or systems roadmaps through data-driven recommendations and business case development.Strong analytical skills with ability to build performance metrics and reporting to inform decisions and measure program success.Track record of identifying process inefficiencies and implementing scalable solutions across large, distributed teams.Excellent written communication skills — able to translate complex processes into clear guidance for field teams and crisp recommendations for leadership.Preferred QualificationsExperience in sales operations, B2B commercial programs, or Retail operations.Familiarity with CRM systems (Salesforce, custom platforms) and driving user adoption.BA/BS or equivalent experience; MBA is a plus.