Program Manager – Field & Channel Programs

Lead and drive end-to-end Field & Channel programs spanning transformation, service delivery optimization, partner enablement, and operational excellence. The role acts as a central integrator across markets, global operations, and cross-functional teams to ensure successful execution of strategic initiatives aligned to customer, partner, and business outcomes.

Key Responsibilities

1. Program Leadership & Execution

• Lead large-scale Field & Channel programs (transformation, deployment, digitalization, cost optimization)
• Own end-to-end delivery: scope, milestones, dependencies, risks, and outcomes
• Ensure alignment with F&C strategic priorities (customer experience, cost-to-serve, service excellence)
• Drive structured governance (cadence, reviews, reporting)

2. Cross-Functional Integration

• Act as the single point of coordination across:
  • Field Delivery
  • Channel Operations
  • Partner/Supplier Management
  • Finance, Strategy & Transformation teams
• Ensure seamless execution across global, regional, and market stakeholders

3. Partner & Channel Enablement

• Drive programs related to partner lifecycle, service enablement, and capability building
• Support scalable channel delivery models and ecosystem readiness
• Partner with PSDMs, Channel Ops, and market teams on performance improvements

4. Operational Excellence & Performance Management

• Define and track program KPIs (e.g., SLA adherence, cost, productivity, CSAT impact)
• Drive continuous improvement initiatives across:
  • Dispatch & case management
  • Field service delivery
  • Channel operations
• Leverage analytics and insights for decision-making

5. Transformation & Digital Initiatives

• Lead initiatives across automation, tool optimization, and digital transformation
• Drive process simplification and standardization
• Support adoption of new capabilities (AI, analytics, telemetry-driven services)

6. Risk & Financial Management

• Identify program risks and drive mitigation strategies proactively
• Manage budgets, business cases, and ROI tracking
• Ensure commitments (POR, contracts, SLA) are delivered

7. Stakeholder & Executive Communication

• Provide executive-ready updates, dashboards, and insights
• Influence senior stakeholders across markets and global teams
• Drive decisions through structured problem-solving and data

Key Deliverables

• Program roadmap and execution plan
• Governance frameworks and review cadences
• Monthly executive summaries (progress, risks, actions)
• KPI dashboards and performance tracking
• Transformation impact (cost, experience, efficiency)

Skills & Qualifications

Core Skills

• Strong program management (multi-workstream, global scope)
• Stakeholder management & executive communication
• Data-driven decision making
• Structured problem solving

Functional Experience

• Field service delivery / onsite operations
• Channel partner ecosystem & operations
• Customer support / supply chain / service delivery models
• Transformation / PMO / process improvement

Nice to Have

• Experience in global delivery models (direct + channel mix)
• Understanding of dispatch, case management, and service workflows
• Exposure to automation, analytics, and digital tools

Success Profile

• Programs delivered on time, within budget, and with measurable business impact
• Improved service outcomes (FTFR, CSAT, SLA adherence)
• Strong partner & stakeholder alignment across regions
• Scalable and standardized processes across Field & Channel operations