Customer Enablement Program Manager

Location:

Remote (U.S.)

Travel:
Approximately 25-40% (bi-weekly travel to Pella facilities, customer events, regional meetings, training programs, and launch activities)

Help Build the Future of Professional Customer Development at Pella

Pella is seeking a highly capable business leader and program builder to lead the development, launch, and operational management of ProCX Academy, a strategic initiative designed to strengthen the capabilities, engagement, and long-term success of our professional contractor customers.

This role is ideal for someone who thrives in creating structure from ambiguity, building programs from the ground up, and driving cross-functional execution. You'll have the opportunity to establish a new business capability, develop scalable operating processes, align stakeholders across the organization, and create measurable impact on customer growth, sales effectiveness, installation quality, and overall business performance.

Success in this role requires a unique blend of program management expertise, operational leadership, business acumen, and hands-on execution. The ideal candidate is equally comfortable developing strategy, managing timelines, leading diverse stakeholders, solving complex operational challenges, and rolling up their sleeves to ensure successful delivery.

A Unique Opportunity for a Program Builder

We're seeking an experienced Program Management and Business Operations leader to build and scale ProCX Academy, a new contractor education and certification program designed to accelerate customer growth, capability development, and business performance.

This role is responsible for creating the operating model, establishing governance, leading cross-functional execution, managing launch activities, and building the processes, partnerships, and performance measures needed to scale a new business capability. You'll work across Sales, Installation, Product, Marketing, Customer Experience, IT, Finance, HR, and Legal to bring strategy to life and create a sustainable program that delivers measurable business impact.

The ideal candidate has successfully launched complex programs, built operating processes from the ground up, managed multiple stakeholders and priorities, and thrives in environments where they can combine strategic thinking with hands-on execution. If you're energized by building something new, creating structure from ambiguity, and driving initiatives from concept through implementation, this role offers a unique opportunity to make a lasting impact at Pella.

• Lead the development, launch, and ongoing management of ProCX Academy.
• Create and implement the operating model, governance structure, processes, and performance framework needed to support long-term success.
• Develop launch plans, project timelines, milestones, resource requirements, risk mitigation plans, and implementation roadmaps.
• Drive pilot programs and scale successful initiatives across the business.
• Establish processes that enable successful transition from pilot programs to sustainable enterprise operations.

• Partner closely with Sales, Installation, Product Management, Marketing, Customer Experience, IT, Finance, HR, and Legal teams to align priorities and ensure seamless execution.
• Manage multiple work streams simultaneously while balancing competing priorities and stakeholder expectations.
• Facilitate decision-making, resolve roadblocks, and maintain momentum across complex initiatives.
• Build strong partnerships across all business channels and functions to ensure alignment and adoption.

• Design and implement standard operating procedures, governance processes, and reporting structures.
• Own program planning, resource coordination, issue resolution, and continuous improvement efforts.
• Develop and maintain launch readiness plans, success criteria, service levels, and operating standards.
• Ensure initiatives move successfully from concept and launch into sustainable ongoing operations.

• Develop KPI frameworks, success metrics, and executive reporting processes.
• Monitor program effectiveness, identify opportunities for improvement, and make data-driven recommendations.
• Translate insights into action plans that improve customer engagement, learning outcomes, operational efficiency, and business results.
• Provide leadership with clear performance updates,…