Technical Program Manager: Digital & Customer Experience
About the position Join NCG as our Technical Program Manager - Digital & Customer Experience and help champion technology programs that make a difference for our member co-ops. If you are project manager in the IT space, come help us manage complex programs and roadmaps. Come join National Co+op Grocers' (NCG) collective movement towards a just, resilient and regenerative food system that is accessible for all! We are a business services cooperative that helps community-owned grocery stores thrive-strengthening local economies, promoting sustainable food systems, and empowering consumers. We are revolutionizing the grocery industry to make it work better for people and the planet! This position will support the planning, rollout and ongoing success of websites, apps and customer experience platforms used by our member co-ops. This is an ideal position for someone who enjoys IT program management, strong partnerships, and helping people confidently use new digital tools.
Responsibilities
- Own the end-to-end lifecycle of digital customer experience programs from strategy and roadmap development through execution and optimization.
- Contribute to the prioritization of opportunities that will have significant impact in the operations, standardization and improvement in business processes for NCG and its member co-ops using metrics like ROI, Customer acquisition/retention, Sales growth, etc.
- Support and establish the definition of business processes and requirements for technology-driven solutions to evaluate, select, design, and implement systems and services that meet organizational needs.
- Coordinate program planning activities across multiple technology teams, third parties, and stakeholder groups and define programs to implement technology-driven solutions.
- Assist in developing programs and project plans, budgets, timelines, standards, guidelines, policies, and procedures to support successful rollout and adoption.
- Monitor program progress, timeline, budget; communicating status to stakeholders; managing issues and risks, escalating when needed.
- Bring awareness to NCG's technology programs through communications within NCG and with its member co-ops to share technology program deployment and onboarding strategies, materials, and resources.
- Manage the onboarding of users to technology programs, including sign-up, planning, training, and support.
- Monitor user adoption and performance, manage ongoing participation, and maximize user satisfaction for technology programs.
- Partner with Marketing, Retail Operations and Business Technology teams to share customer engagement and loyalty strategies that drive measurable improvements in customer retention and lifetime value.
- Lead complex, multi-workstream programs involving multiple vendors, internal teams and geographically distributed retail stakeholders.
Requirements
- Bachelor's degree and a minimum of 8 years of experience in managing software solutions and program management in the domain of digital customer experience.
- Minimum of five years of experience in a senior or lead program management role with responsibility for strategy, roadmap ownership and cross-functional influence.
- Minimum of five years of experience supporting digital systems (websites and apps) as well as working across customer experience technology stacks (CMS, CDP, loyalty, promotions, marketing automation, membership, eCommerce) within retail.
- Experience in Web content management software like WordPress.
- Experience in Digital and Customer engagement technologies such as Mercatus, ECRS, Shopify, WooCommerce or similar software.
Benefits
- 4 weeks Paid Time Off
- Medical, dental, and vision insurance
- Health Savings Account (HSA) and Flexible Spending Account (FSA) with company contributions
- Company-paid life and disability insurance
- Company-paid identity theft protection
- Matching 401(k) plan
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