PROGRAM MANAGER - CUSTOMER EXPERIENCE & DELIVERY - #1405407

The Program Manager – Customer Experience & Delivery is responsible for managing programs that directly impact both the customer journey and the company’s ability to deliver exceptional customer outcomes. This includes leading external customer programs—such as onboarding, solution delivery, and transition to support—as well as key internal initiatives that strengthen customer enablement, support readiness, process optimization, and systems integration. As a key member of the Project Management Office (PMO), this role ensures alignment between strategic transformation goals and frontline customer delivery.

Responsibilities

• Serve as the program lead for customer onboarding, implementation, and solution rollout projects.
• Drive delivery from initial customer kickoff through go-live and handoff to ongoing support.
• Partner with Sales, Engineering, Support, and Operations to align internal delivery efforts with customer expectations and contractual commitments.
• Facilitate client meetings, status updates, and success checkpoints with professionalism and a focus on value delivery.
• Track and manage all milestones, dependencies, and risks across concurrent customer programs.
• Proactively manage change requests, communicate impacts, and adjust execution plans as needed.
• Lead internal projects that directly affect customer operations, such as support readiness, enablement tools, product configuration standards, and onboarding process improvements.
• Collaborate with cross-functional teams to enhance internal systems (CRM, ERP, portals) that impact customer data flow, visibility, or communication.
• Partner with Customer Success and Support teams to streamline processes and reduce friction in the customer lifecycle.
• Drive post-implementation reviews and contribute to continuous improvement efforts across the customer experience ecosystem.
• Support the rollout of internal process changes and training that improve the company’s delivery capabilities and customer satisfaction.
• Apply Agile practices to drive iterative delivery and cross-functional collaboration—leading standups, sprint planning, retrospectives, and backlog prioritization when applicable.
• Maintain detailed but executive-ready program plans, dashboards, and communication strategies for both internal and external audiences.
• Consolidate program status reporting and escalate issues or decision points proactively to leadership.
• Ensure documentation, training materials, and handoff resources are complete and effective for both internal and external use.
• Other duties as assigned.
  
  

Qualifications

• Bachelor’s degree in Business, Information Systems, Software Engineering, or related field (or equivalent experience).
• 5–7 years of experience in program or project management roles, with at least 3 years focused on customer-facing implementations or enterprise programs.
• Experience leading cross-functional programs involving internal systems/process improvements that impact customer delivery.
• Background working in or alongside software engineering, technical services, or implementation teams is highly beneficial.
• Experience in transformation or change management environments is a strong plus.
• Familiarity with ERP or CRM system deployments preferred.
• SAP and Salesforce experience preferred.
• Agile certification (Scrum Master, SAFe, or equivalent) or PMP preferred but not required.
  
  

Sonny's Enterprises is the world's largest manufacturer of conveyorized car wash equipment, parts, and supplies. We are the industry leader, recognized and awarded by the International Car Wash Association for innovating new technologies to advance the industry with products proudly designed and built in the USA. Our culture thrives on finding new and better ways to accelerate what’s next. We embrace change and the opportunity it produces to maximize the potential of our most valuable resource — our PEOPLE! We invite you to explore our opportunities and grow your career with us.

We offer 100% employer paid medical plan. Other optional benefit programs are available to our employees and their families which include: 401(k) match, additional medical plans, dental, vision, flex spending account, short-term and long-term disability & life insurance coverage.

EEO Statement

Equal Opportunity Employer

Sonny’s is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.