Responsibilities

• Design and launch new growth programs and solutions — including in-store activation, referral programming, outbound sales cadences, and new customer experiences and product solutions — from concept through scaled execution.
• Develop the specific solutions needed to drive retention against specific segments, and liaise directly with the field on delivery.
• Own the enablement framework for stores, Expert Centers, and outbound concierge teams, including playbooks, and incentive structures.
• Ensure field and sales teams have the content, tools, and training needed to execute new programs effectively.
• Partner with Sales Operations, Growth Tech, and Product to ensure programs are supported by the right systems (Salesforce, Braze, CRM) and that data flows are connected end to end.
• Identify and resolve technical or operational gaps that slow program execution.
• Develop and maintain program scorecards, cadence documentation, and learning plans across Omnichannel workstreams in partnership with Product, Expert Network and Customer Success teams
• Build the operating rhythms and documentation needed to sustain programs beyond initial launch.
• Serve as the connective tissue between strategy and field execution, identifying gaps, removing friction, and accelerating time-to-market for new initiatives.
• Partner closely with the Retention Mission Team and other Omnichannel stakeholders to ensure programs align with broader growth strategy.

Requirements

• Background in sales enablement, program management, or growth operations.
• Experience designing programs at scale and enabling distributed or field-based teams.
• Strong communicator who can translate complexity into clear, actionable operating models.
• Proven ability to partner across Sales Operations, Growth Tech, and Product to connect systems and data end to end.
• Background working within a retail, Assisted services, or omnichannel commerce environment.