Program Manager

Summary

Join Syndigo as a Retail Program Manager and oversee the day-to-day management of major retail and distributor implementations. You will act as a key liaison between clients and internal teams, taking ownership of planning and delivering program objectives. Responsibilities include leading program management efforts across all Syndigo products, providing technical support to users, delivering key performance reports, and collaborating with internal stakeholders. You will build and maintain strong relationships with retail partners, ensure accurate data delivery, track key metrics, and resolve conflicts. The role also involves requirements gathering, solution design, scope management, and ensuring program quality. This position requires strong communication and collaboration skills, along with experience in project management and the SaaS industry.

Requirements

• BA/BS degree in Computer Science, Business, and/or related field
• 5+ years’ experience in project management or client-related position in SaaS
• 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

Responsibilities

• Oversee the day-to-day management of major retail and distributor implementations
• Support ongoing programs, projects, and technical operations
• Act as a key liaison between clients and internal teams
• Take ownership of planning and delivering on program objectives
• Lead program management efforts across all Syndigo products
• Oversee requirements gathering, scope definition, scheduling, cost control, quality assurance, resource allocation, communication, and risk management based on the complexity of the integration
• Provide technical support to onsite users
• Assist with workflows, feed failure resolution, and related troubleshooting
• Deliver key performance reports
• Offer clients meaningful insights into both systemic operations and human processes
• Proactively identify issues, formulate hypotheses, conduct analyses, and translate data into actionable insights
• Present actionable insights to key decision-makers
• Work closely with internal stakeholders, including Account Executives
• Develop and present quarterly business reviews
• Highlight areas for improvement
• Uncover opportunities to grow and strengthen client partnerships
• 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
• Ensure that suppliers’ product data is delivered accurately and efficiently to retailers
• Collaborate with internal teams to troubleshoot and resolve data publication issues
• Track key metrics to assess the health of retailer relationships and content performance
• Provide insights and feedback to improve processes and enhance retailer satisfaction
• Address and resolve any conflicts or challenges in delivering product data to retailers
• Work with cross-functional teams to implement solutions promptly
• Align with Syndigo’s retail operations team on priorities and retailer-specific strategies
• Participate in initiatives to improve the retailer experience and expand partnerships
• 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
• 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
• 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
• 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
• Responsible for day-to-day client and program team communication
• Coordinate client interaction, program meetings, program updates, etc
• Responsible for keeping historical accounts of progress and communications
• Periodic travel to partners & Syndigo Corporate offices

Preferred Qualifications

• PMP certification
• Knowledge of Salesforce and Jira
• Exposure to the retail industry

Benefits

• Competitive health insurance benefits
• PTO and volunteer time off
• Employer-paid short- and long-term disability
• Parental and adoption leave
• 401(k)
• Tuition reimbursement
• Bonus Eligible