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Program Manager – Client Onsite

Grand Rapids, MI

Toshiba Global Commerce Solutions is seeking a Program Manager – Client Onsite (PMCO) The PMCO leads the end-to-end delivery of complex solutions for enterprise clients, ensuring alignment between business needs, product strategy, and technical execution. With a strong emphasis on retail technology, Point of Sale (POS) systems, and custom software delivery, the PMCO plays a pivotal role in shaping and delivering transformation programs. The PMCO is expected to build trusted relationships with client stakeholders, becoming a strategic partner and advisor.

This role is primarily based at the customer site, with working time spent on-site at client locations. Candidates must be willing and able to work in customer environments for extended periods to support execution, alignment, and real-time collaboration.

Responsibilities:

Program Execution & Delivery

  • Lead end-to-end execution of customer programs, meeting defined scope, schedule, and budget targets.
  • Drive delivery from the client site, enabling real-time issue resolution and team coordination.
  • Manage dependencies, milestones, and risks across multiple workstreams.
  • Ensure technical and business alignment between solution delivery and customer goals.

Stakeholder & Cross-Team Collaboration

  • Facilitate communication among engineering, product, and business teams, ensuring shared understanding of priorities.
  • Work closely with customer leadership and third-party consultants to drive joint planning, execution, and resolution of challenges.

Client Engagement & Relationship Management

  • Serve as the primary point of contact for client stakeholders throughout program execution.
  • Proactively manage expectations and communication, ensuring transparency in progress and risks.
  • Act as a trusted advisor, guiding clients through complex delivery and transformation efforts.

Technical Oversight & Quality

  • Provide leadership to technical teams, maintaining adherence to SDLC best practices and engineering standards.
  • Drive root cause analysis for defects and initiate corrective actions.
  • Oversee quality checkpoints throughout the program lifecycle.

Process Optimization & Tools

  • Champion the consistent use of tools such as Jira, Confluence, and MS Project.
  • Identify and implement improvements in delivery methods, tools, and team workflows.

Program Strategy & Reporting

  • Track and report KPIs tied to delivery performance, client outcomes, and quality benchmarks.
  • Provide concise, executive-level updates that highlight progress and mitigation plans.
  • Lead retrospectives and support a culture of continuous improvement.

Mentorship & Team Enablement

  • Coach and support junior TPMs or cross-functional contributors.
  • Promote ownership, collaboration, and accountability across all program participants.

Required Skills & Experience:

  • Bachelor’s degree in a technical field or equivalent experience.
  • 12+ years in program or project management, including 7+ years leading customer-facing technical initiatives.
  • Background in retail technology, POS systems, or enterprise software implementations.
  • Solid technical understanding of system architecture, software development, and modern solution frameworks (e.g., embedded, AI-based).
  • Certifications such as PMP, SAFe, or Scrum preferred (or willingness to obtain within the first year).
  • Proficiency with project tracking tools (e.g., Jira, Smartsheet, MS Project).
  • Strong interpersonal and communication skills, with proven ability to lead cross-functional and customer-facing teams.
  • Willingness and ability to spend the majority of time on-site at client locations.

Key Attributes & Soft Skills:

  • High emotional intelligence; builds strong, trust-based relationships.
  • Consultative mindset with structured problem-solving abilities
  • Communicates clearly across technical and non-technical audiences.
  • Flexible and composed in dynamic, fast-paced environments.
  • Self-driven and committed to ongoing learning.

Success Metrics:

  • On-time and on-budget program delivery, with adherence to defined scope.
  • Achievement of delivery and quality KPIs.
  • Recognition as a trusted advisor by client stakeholders.
  • High customer satisfaction scores and repeat business.
  • Ongoing improvements in delivery velocity, quality, and team performance.

ABOUT THE COMPANY 

Toshiba Global Commerce Solutions is a dynamic billion-dollar global company based in Research Triangle Park, NC, providing retail store solutions to your favorite brands.  Have you ever been in a hurry and made use of the self-checkout at Lowe’s Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ’s, or Costco?  These are just a few examples of our in-store solutions and impressive customer base that made us the world's installed market share leader.  

The nature of retail is changing quickly, so if you share our 'Together Commerce' vision of a seamless two-way, participatory shopping experience, let’s get together to drive the new economy.  

Toshiba Global Commerce Solutions, Inc. offers a competitive salary and generous benefits package including the following:

Group health coverage (medical, dental, & vision)
Employee Assistance Programs
Pre-tax spending accounts
401(k) plan (with company match)
Company provided life insurance
Pet Insurance
Employee discounts
Generous paid holiday schedule, paid vacation & sick/personal days

EEO 

Toshiba Global Commerce Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email benefits@toshibagcs.com to request an accommodation. 

DIVERSITY, EQUITY & INCLUSION 

We at Toshiba Global Commerce Solutions firmly believe that our people are an integral part to the success of our customers. Furthermore, we’re committed to Diversity, Equity, and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement and Culture of Transparency).  We’re passionate about our customers in the retail industry and becoming a more responsible company as we help create a brighter future. 

EQUAL OPPORTUNITY EMPLOYER/PROTECTED VETERANS/INDIVIDUALS WITH DISABILITIES 

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) 

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