Program Manager

A Syndigo Retail Program Manager is responsible for overseeing the day-to-day management of major retail and distributor implementations, as well as supporting ongoing programs, projects, and technical operations. Acting as a key liaison between clients and internal teams, they take ownership of planning and delivering on program objectives.

They lead program management efforts across all Syndigo products, overseeing requirements gathering, scope definition, scheduling, cost control, quality assurance, resource allocation, communication, and risk management based on the complexity of the integration. In addition, they provide technical support to onsite users, assisting with workflows, feed failure resolution, and related troubleshooting.

Program Managers are also accountable for delivering key performance reports, offering clients meaningful insights into both systemic operations and human processes. They proactively identify issues, formulate hypotheses, conduct analyses, and translate data into actionable insights, which they present to key decision-makers.

Collaboration is central to the role. They work closely with internal stakeholders, including Account Executives, to develop and present quarterly business reviews, highlight areas for improvement, and uncover opportunities to grow and strengthen client partnerships.

HOW WE’LL BE WINNING TOGETHER DAY TO DAY

• Retailer Relationship Management:
• • Build and maintain strong relationships with retail partners to ensure successful collaboration.
  • Act as the primary point of contact for retailers, addressing their needs, concerns, and goals.

• Content and Data Coordination 

• • Ensure that suppliers’ product data is delivered accurately and efficiently to retailers.
  • Collaborate with internal teams to troubleshoot and resolve data publication issues. 

• Performance Monitoring and Reporting 

• • Track key metrics to assess the health of retailer relationships and content performance.
  • Provide insights and feedback to improve processes and enhance retailer satisfaction. 

• Problem-Solving and Escalation Management 

• • Address and resolve any conflicts or challenges in delivering product data to retailers.
  • Work with cross-functional teams to implement solutions promptly. 

• Strategic Collaboration 

• • Align with Syndigo’s retail operations team on priorities and retailer-specific strategies.
  • Participate in initiatives to improve the retailer experience and expand partnerships. 

• Requirements Definition 

• • Facilitate requirements gathering sessions with business and IT stakeholders to clearly understand and document client needs.
  • Collaborate with clients to distinguish between needs that can be addressed by the core Syndigo platform and those requiring customized solutions. 

• Solution Design 

• • Develop detailed specifications and high-level solution designs to address business requirements.
  • Partner with data engineering and development teams to map current and future process flows and create comprehensive use cases. 

• Scope Management 

• • Define and manage program scope in alignment with program requirements, client constraints, and Syndigo’s capabilities.
  • Ensure clear communication and agreement on scope boundaries with stakeholders. 

• Program Quality and Outcomes 

• • Oversee program deliverables, leveraging experience and sound judgment to plan and achieve goals.
  • Ensure all program objectives are met, aligning with specifications, business objectives, and quality standards. 

• Communication:  

• • Responsible for day-to-day client and program team communication. Coordinates client interaction, program meetings, program updates, etc. 
  • Responsible for keeping historical accounts of progress and communications.  
  • Periodic travel to partners & Syndigo Corporate offices.

WE SHOULD TALK IF THIS SOUNDS LIKE YOU

• BA/BS degree in Computer Science, Business, and/or related field
• 5+ years’ experience in project management or client-related position in SaaS
• PMP certification preferred
• Must demonstrate excellent analytical, verbal, and written communication skills
• Experience working with executive-level customers, suppliers and consultants to gather requirements, develop & execute program plans
• Experienced user of SmartSheet, Excel & SharePoint
• Experience with software packages, including but not limited to Microsoft Office Suite including, Word, Excel, Access, and PowerPoint
• Knowledge of Salesforce and Jira preferred
• Exposure to the retail industry a plus
• May require travel for client meetings