Program Manager, Online Merch

Position Purpose: The Program Manager, Online Merchandising supports the planning, coordination, and continuous optimization of key initiatives that enable the success and scalability of Online Merchandising programs and enablement models, including onboarding, training, change enablement, and operational readiness. This role is responsible for coordinating and supporting program lifecycle activities across cross-functional teams, including intake, planning, delivery oversight, adoption, and continuous improvement across multiple initiatives and workstreams that support merchants, program teams, and partner-facing experiences.

Serving as a central point of coordination across stakeholders, the Program Manager drives clarity, accountability, and forward progress across workstreams through structured planning, proactive communication, and disciplined risk management. Additionally, the Program Manager partners closely with stakeholders to identify inefficiencies and uncover opportunities for process, tooling, and workflow improvements, translating insights into scalable solutions that enhance program effectiveness and support broader Online Merchandising and digital transformation efforts.

Success in this role is demonstrated by consistent delivery of multi-workstream roadmaps, measurable adoption of new processes and tools, and improved onboarding and enablement outcomes. The Program Manager drives reduced cycle time and ambiguity through structured operating rhythms, while maintaining strong stakeholder alignment through clear communication, disciplined execution, and continuous optimization.

Key

Responsibilities: 35% Program Strategy, Intake & Roadmapping - Own intake, prioritization, and scoping of new initiatives; translate ambiguous requests into clear objectives, success criteria, and execution plans. Partner with stakeholders to identify inefficiencies, gaps, and opportunities for process, tooling, and workflow improvements, translating insights into actionable initiatives.

Build and maintain quarterly roadmaps across workstreams, aligning timelines with priorities, dependencies, resourcing, and key business cycles. Partner with stakeholders to align on scope, readiness criteria, and success measures, including training, onboarding, and enablement needs required to support adoption. 30% Program Coordination, Delivery Oversight & Enablement - Develop and maintain integrated program plans and operating rhythms, ensuring clear ownership, alignment, and accountability across stakeholders.

Lead working sessions and cross-functional checkpoints; drive accountability and remove blockers through influence. Coordinate program launch readiness across stakeholders, ensuring teams have the tools, training, and resources needed to execute successfully. Oversee post-launch performance by facilitating feedback loops, tracking adoption, and aligning teams on prioritized improvements, including iteration on training and enablement based on user feedback.

20% Stakeholder Management & Executive Storytelling - Develop and execute stakeholder communication plans that clearly articulate changes, impact, timing, and required actions. Deliver concise status updates and executive-ready readouts; proactively escalate risks, tradeoffs, and decisions. Build and maintain strong cross-functional partnerships across Merchandising, Program teams, and Learning & Enablement partners to support program adoption.

10% Measurement, Reporting & Continuous Improvement - Define and track program KPIs and health metrics, including adoption, engagement, enablement effectiveness, and business outcomes where applicable. Analyze performance data and stakeholder feedback to identify root causes and drive continuous improvement across programs, including refinement of onboarding, training, and change enablement approaches.

Standardize and maintain program operating tools and artifacts, including templates, playbooks, intake processes, and documentation. 5% Financial/Vendor/Operational Support - Support forecasting, invoice tracking, and budget variance reporting for programs involving external tools, vendors, or services. Direct Manager/Direct Reports: This Position typically reports to Sr Manager, Program Management This Position has 0 direct reports.

Travel

Requirements: Typically requires overnight travel less than 5% of the time. Physical

Requirements: Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles. Working Conditions: Located in a comfortable indoor area.

Any unpleasant conditions would be infrequent and not objectionable. Minimum

Qualifications: Experience coordinating cross-functional programs or initiatives, including planning, delivery oversight, and post-launch optimization Ability to develop and maintain program plans, timelines, and communication cadences to ensure alignment and transparency across stakeholders Experience identifying and managing risks, dependencies, and roadblocks, with the ability to proactively drive resolution and maintain momentum Strong analytical and problem-solving skills, with the ability to translate data and feedback into actionable program improvements Experience defining and tracking program metrics and performance indicators to measure effectiveness and inform decision-making Exposure to change management practices, including supporting adoption of new tools, processes, or workflows Background supporting merchandising, business operations, or enablement functions preferred Strong interpersonal and relationship-building skills, with the ability to influence cross-functional stakeholders and navigate complex team dynamics Demonstrated ability to exercise sound judgment, discernment, and discretion when managing sensitive information and competing priorities Exceptional communication and stakeholder management skills, with the ability to tailor messaging and drive alignment across teams and leadership levels Advanced proficiency in PowerPoint and executive storytelling, with the ability to translate complex concepts into clear, compelling, and visually engaging presentations that inform decision-making Minimum Education: The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education: No additional education Minimum Years of Work Experience: 2 Preferred Years of Work Experience: 4 Minimum Leadership Experience: No previous leadership experience Preferred Leadership Experience: 1+ year of previous leadership experience Certifications: None Competencies: Action Oriented Collaborates Communicates Effectively Customer Focus Drives Results Manages Conflict As the world's largest home improvement specialty retailer, we operate over 2,200 retail stores across North America.

All of our associates have one thing in mind - helping our customers build and improve their homes and businesses.