Operations Program Manager - Global Construction and Facilities

OVERVIEW

We’re hiring an Operations Program Manager to partner with the Global Construction & Facilities team to drive program and process excellence across store development and facilities operations. This hands-on program role will design, implement, and continuously improve workflows, tooling, onboarding, and AI-enabled automation that increase velocity, consistency, and data-driven decision making across real estate, design and construction. The ideal candidate understands the full lifecycle of store development (real estate, design, construction and handoff to operations), thinks strategically about short- and long-term roadmaps, and can translate vision into pragmatic programs, tools and measurable outcomes.

This role reports directly to the VP of Construction & Facilities and will also hold a dotted-line relationship into Regional Construction & Facilities Directors to ensure regional alignment, adoption and feedback loops. It is both strategic and operational — owning program roadmaps, requirements, vendor/partner evaluation, cross-functional change management, and the hands-on delivery of tooling, integrations, and training to ensure high adoption and business impact.

RESPONSIBILITIES  

• Own the program roadmap for process, tooling, and automation across Construction & Facilities — prioritize initiatives that deliver the greatest operational leverage and ROI.
• Map, document, and continually refine end-to-end workflows for store development (site selection / landlord work, design iterations, permitting, construction, closeout, and facilities handover).
• Drive design, implementation and adoption of project management and facilities management platforms and supporting tools (e.g., Smartsheet, Procore / PlanGrid / Autodesk, Service Channel or equivalents). Lead configuration, templates, reporting, and governance.
• Lead AI enablement and automation initiatives — identify opportunities, develop pilots (e.g., document classification, automated notifications, schedule risk detection), and operationalize successful pilots into production.
• Build and maintain integrations between systems (PM platforms, finance, asset/facilities systems, reporting) to ensure a single source of truth for project data and KPIs.
• Establish program governance, success metrics, SLAs and reporting that provide transparency to senior leadership and cross-functional stakeholders.
• Lead onboarding and training programs (playbooks, workshops, office hours) to drive consistent adoption and maturity across regional teams and external partners.
• Partner tightly with Real Estate, Store Design, Construction, Facilities, Operations, IT and Finance to align on requirements, timelines and change management plans; actively engage Regional Construction & Facilities Directors via the dotted-line relationship to surface regional needs and ensure rollout fidelity.
• Evaluate and manage external technology vendors and professional services partners; write RFPs, manage selections and oversee implementations.
• Run pilot programs and iterative releases — collect user feedback, measure outcomes, and roll out scalable solutions.
• Provide regular executive updates and deliver clear presentations that communicate strategy, status, risks and outcomes.
• Serve as a subject matter expert on process best practices across retail store development and facilities operations.

QUALIFICATIONS

• 7+ years of program / operations / product management experience supporting construction, facilities, or store development programs (retail experience highly preferred).
• Demonstrated understanding of the full store development lifecycle including real estate/lease milestones, design review cycles, permitting, construction delivery and closeout / operational handoff.
• Hands-on experience implementing and administering Smartsheet and at least one construction PM platform (Procore, PlanGrid, Autodesk BIM 360 or equivalent).
• Proven track record delivering process automation, system integrations, or AI/machine learning pilots into production.
• Strong technical aptitude with experience defining requirements for integrations, data models and dashboards (experience with APIs, ETL or BI tools is a plus).
• Excellent communicator and presenter — able to synthesize complex concepts for executives and build buy-in across distributed teams.
• Strong project and change management skills with experience building training and onboarding programs.
• Comfortable operating in a fast-paced environment — self-driven, curious, and able to balance big-picture strategy with tactical execution.
• Bachelor’s degree in Construction Management, Engineering, Business, or related field (or equivalent experience). PMP, Lean, or Agile certifications a plus.