Customer Experience Program Manager Jobs in Grapevine, TX

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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People - and the love their actions inspire - are what drive us. We're not only proud of the love we inspire outside our walls, we're especially proud of the diversity, inclusion and equity we're inspiring inside. There are dynamic career paths awaiting you - rewarding opportunities to impact the lives of others and inspire love. Join us!

The Program Manager - Store Experience & Activation is responsible for transforming strategic initiatives into sustainable, scalable programs that drive long-term adoption and business impact across stores and field leadership teams. Working closely with the Manager/Senior Manager of Store Experience & Activation, this role ensures that new initiatives evolve beyond launch activities into enduring programs that continuously deliver value for both team members and customers.
Serving as the bridge between activation and long-term program ownership, the Program Manager drives the sustainment, evolution, and optimization of key operational, team member, and customer experience programs. This role continually evaluates program effectiveness, identifies opportunities for improvement, and adapts solutions to meet changing business needs, field realities, and customer expectations.
The ideal candidate combines strong program management capabilities, retail operational knowledge, and a passion for creating practical solutions that improve team member effectiveness, customer experience, and operational excellence.

1. Program Sustainment & Evolution

• Partner with the Manager/Senior Manager to transition newly launched initiatives into scalable, sustainable programs that deliver long-term business value.

• Evaluate launch materials, tools, training, communications, and operational processes and evolve them into evergreen resources that support ongoing field execution.

• Own the long-term health, relevance, and effectiveness of assigned programs, ensuring they continue to meet business objectives and field needs.

• Establish program governance, success metrics, and continuous improvement processes to support sustained adoption and performance.

• Identify opportunities to enhance, expand, or simplify programs based on business changes, customer expectations, operational realities, and field feedback.

• Develop repeatable frameworks that enable successful initiatives to scale efficiently across the organization.

• Proactively monitor program performance and recommend strategic enhancements that improve execution, usability, and overall impact.

• Serve as the primary steward of assigned programs, balancing consistency and standardization with evolving business requirements.

2. Program Development & Continuous Improvement

• Manage the lifecycle of assigned programs, including planning, implementation, sustainment, measurement, and optimization.

• Regularly assess program effectiveness through business metrics, field feedback, and operational observations.

• Identify opportunities to simplify processes, improve usability, and reduce operational burden for frontline teams.

• Recommend and implement enhancements that increase adoption, execution consistency, and business impact.

3. Team Member Experience & Customer Experience Programs

• Support the development and maintenance of programs designed to improve the day-to-day experience of store team members and leaders.

• Manage programs that enhance the customer experience delivered within stores, ensuring alignment with brand standards and operational capabilities.

• Balance customer-facing objectives with operational realities to create solutions that are both impactful and executable.

4. Field Enablement & Execution Support

• Create and maintain operational playbooks, execution guides, communication materials, and support resources for field teams.

• Partner with Learning & Development, Central Operations, Corporate Communications, and other business partners to ensure program resources remain current and effective and align to L&D Training, curriculum, etc.

• Support the development of differentiated materials and resources for various leadership levels, including Store Managers, District Managers, and Regional leaders.

• Monitor adoption and execution trends and proactively address barriers to success.

• In-Field presentation and facilitation of programs

5. Feedback Integration & Program Insights

• Collect and analyze feedback from store teams, field leaders, and cross-functional partners to identify program improvement opportunities.

• Support test-and-learn activities and pilot programs to validate enhancements before broader implementation.

• Develop reporting and insights that measure program performance and inform future improvements.

• Serve as an advocate for the voice of the team member and customer when evaluating program effectiveness.

6. Cross-Functional Collaboration

• Partner closely with Operations, Learning & Develpment, Customer Experience, Brand Marketing, Merchandising, Communications, and other stakeholders to support program execution and sustainability.

• Coordinate activities across multiple teams to ensure alignment, consistency, and successful delivery of program objectives.

• Build strong relationships with field leaders to understand operational needs and identify opportunities for program enhancement.

Qualifications:

• Bachelor's degree in Business, Retail Management, Communications, Organizational Development, Marketing, or a related field.

• 5+ years of professional experience in program management, operations, retail strategy, field support, communications, customer experience, or related functions.

• Experience working in a corporate retail environment supporting store operations.

• Demonstrated ability to manage multiple programs and initiatives simultaneously in a fast-paced environment.

• Strong project and program management skills, including planning, execution, stakeholder management, and process improvement.

• Experience translating strategic concepts into practical, executable solutions for frontline teams.

• Excellent written and verbal communication skills.

• Strong analytical and problem-solving capabilities with the ability to leverage data and feedback to drive decisions.

• Proficiency with Microsoft Office Suite and program management tools.

• Location - Dallas, TX (preferred) or Akron, OH

Benefits and Perks:

• Comprehensive healthcare, dental, and vision insurance to keep you and your family covered that is active on day 1 of employment

• Generous 401(k) matching after just one year to help secure your financial future

• Ample paid time off, plus seven holidays to recharge and unwind

• Exclusive discounts on premium merchandise just for you

• Dynamic Learning & Development programs to support your growth

• And more!