SMB Operations Program Manager

Job Title: SMB Operations Program Manager
Location: Cupertino, CA 95014 (Hybrid-Tuesday, Wednesday and Thursday)
Duration: 6 Months

Role Specific Summary:

• Retail Operations creates the tools and programs that empower our teams to provide a one-of-a-kind, only-at-client experience. The SMB Operations and Strategy team builds the programs, systems, and processes that enable business sales specialists across 530 stores and 30+ online countries to serve small and medium business customers.
• As an SMB Operations Program Manager, you will own critical programs that directly impact how client serves SMB customers globally. You'll help define the long term strategy for SMB, drive CRM strategy and feature prioritization, and execute improvement projects like new customer feedback mechanisms. You thrive on turning ambiguity into action-building the checklists, dashboards, and processes that help business sales teams succeed. You're equally comfortable analyzing CRM data to inform roadmap decisions and writing clear communications to help field teams adopt new processes.

• Collaborate with Product, Engineering, Logistics, Supply, Fraud, and Product Marketing teams to streamline and optimize cross-functional processes, ensuring maximum efficiency and effectiveness.
• Synthesize research, market data, and cross-functional initiatives into an executive-ready SMB strategy-diagnosing current performance vs. gaps, where client has differentiated competitive advantage, and what to prioritize, with specific investment requirements and ROI projections.
• Drive CRM strategy and roadmap influence: Analyze CRM usage and sales team needs to recommend feature priorities to Product and Engineering teams. Lead strategic business cases (e.g., evaluating migration to Salesforce) and drive adoption initiatives to improve system usage and sales outcomes.
• Execute improvement projects: Lead cross-functional initiatives such as SMB trade-in programs, new NPS survey launches with Customer Insights, or other operational enhancements that require stakeholder coordination and change management.
• Communicate program launches to field teams: Write clear, concise communications to business sales teams explaining new processes, system updates, and operational changes-ensuring smooth adoption across all regions.

• 5+ years in program management, strategic operations, or consulting roles with focus on operational execution and process improvement.
• Proven success launching complex, multi-quarter programs involving cross-functional stakeholders (engineering, product, logistics, sales, finance).
• Experience influencing product or systems roadmaps through data-driven recommendations and business case development.
• Strong analytical skills with ability to build performance metrics and reporting to inform decisions and measure program success.
• Track record of identifying process inefficiencies and implementing scalable solutions across large, distributed teams.
• Excellent written communication skills; able to translate complex processes into clear guidance for field teams and crisp recommendations for leadership.

• Experience in sales operations, B2B commercial programs or Retail operations.
• Familiarity with CRM systems (Salesforce, custom platforms) and driving user adoption.
• BA/BS or equivalent experience; MBA a plus.