Senior Program Manager

Work Location Type: Remote 

As a leading industrial distributor with operations primarily in North America, Japan and the United Kingdom, We Keep The World Working® by serving more than 4.5 million customers worldwide with products delivered through innovative technology and deep customer relationships. We’re dedicated to providing value for customers, fostering an engaging culture for team members and driving strong financial results.

Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. As a Great Place to Work-Certified™ company, we’re looking for passionate people to join our team as we continue leading the industry over our next 100 years.

The Senior Program Manager, Field Operations Support is responsible for developing and executing the operational strategies and programs that support Field Operations to enable the business to drive profitable revenue growth through the alignment of corporate sales strategies while also creating and maintaining tools to monitor costs to serve and optimize expense management.

The leader will partner with Sales Leadership, Sales Enablement, Customer Experience Excellence, Marketing and Operations to create industry leading experience for the KeepStock, branch, on-sites, services and field safety teams. They will also partner with Distribution Centre Management and Transportation Management to ensure the best practices are sustained within our distribution and fulfilment operations at our branch locations and on-sites.

Finally, the leader will own the implementation process with our customers and field partners which will include the build center activities to ensure timely shipments, inventory and disengagements.

Duties and Responsibilities

Program Management

• Create and maintain a project intake process to assess and prioritize viable projects that will help drive profitable sales, improve cost to serve and improve customer and/or team member experience and will support or strategic objectives.
• Act as the GCAN Subject Matter Expert (SME) for program management for projects including hardware and software upgrades impacting our vending solutions, rollout of new tools to drive revenue and improve execution and reduce costs across the network of branch locations
• Utilize Continuous Improvement tools, concepts and resources to identify and support the on-going process improvements required to build consistency, effectiveness and scale within the operations.
• Develop and maintain a detailed cost baseline and actuals for projects. Assists in providing resolutions to budget discrepancies.

Process Management

• Lead collaboration with field partners (sales & services) to ensure solutions are relevant and in alignment with KeepStock (KS) strategic goals that result in improved profitability, cycle time, and customer experience.  
• Oversee all new and operational KS Solutions, including Secure Selection analysis and recommendation, as well as leading the overall implementation work with our customers

People Leadership:

• Creates an environment where team members are engaged, empowered, enthusiastic, and committed to the success of the company.
• Supports, Writes, and Conducts performance review discussions to ensure that expectations/goals are set, monitored and executed.
• Select, develop, coach, train, and retain a diverse team (both leaders and individual contributors).
• Utilizes Development Plans, create an environment where team members feel empowered to achieve goals and have a sense of ownership for customer service excellence

Requirements

• 6-8 years of related operational experience leading distributed workforce in project management and process improvement.
• Minimum 3-5 years leading teams
• Proven experience of effective coaching, team building, recruitment, training and development of a team, coupled with a hands-on management approach.
• Strong leadership with great communication, customer service, and interpersonal skills.
• Proven skills in time management and ability to prioritize tasks within a fast-paced environment.
• Strength in process improvement, ownership and control as well as project management.
• Able to facilitate alignment and relationship maintenance of cross-functional groups; including Distribution Centers, Contact Centers, Marketing, National Accounts, Commercial Sales, Product Management, Finance, Human Resources and Suppliers
• Strong communication and influencing skills; capable of speaking in an effective and influential manner to team members, senior leadership, and customers
• Able to demonstrate situational leadership and lead/influence others without a direct reporting relationship .
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
• Experience in relevant computer applications and Grainger systems/processes including data entry (SAP, SOE, SharePoint, Salesforce)
• Travel is required – 25%+ travel to various customer sites and branch locations nationally

Rewards and Benefits:
Our programs provide choice and flexibility to meet your individual needs. Check out some of the benefits available to you with Grainger (may vary based on hours worked):

• Medical, dental, vision and prescription drug coverage
• Paid time off (PTO) and up to 12 company holidays per year (dependent on home province)
• Life insurance coverage, including spousal and dependent life insurance.
• Employee Family Assistance Program to help team members with physical, emotional, mental, financial and other concerns
• Registered Retirement Savings Plan & Defined Contribution Pension Plan to help you save for your financial future
• Educational & Professional Membership Fee Assistance program
• Employee discounts, team member perks and more!

DEI Statement

We encourage you to apply even if your experience doesn't perfectly match this job post as you may still be the right candidate for this role or others. We aspire to create a culture where everyone is comfortable being who they are, can learn and grow to realize their full potential, and is recognized and rewarded for their impact.

We are proud to be an equal opportunity workplace. All qualified applicants are considered for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, or disability. Should you need a reasonable accommodation during the application and selection process, please advise us so we can provide appropriate assistance.

Pre-employment background checks are required for all external candidates. Internal candidates undergo a background check when they move from a non-driving role to a driving role or to a director+ position.