Sr. Program Manager, Service Parts Operations & Commerce

We are seeking a results-driven Sr. Program Manager, Service Parts Operations & Commerce to lead critical initiatives across our service operations and digital commerce platforms. This role will focus on enhancing fulfillment efficiency, improving inventory accuracy, enabling frontline service teams, and shaping a seamless end-to-end parts and accessories purchase experience—whether in-store, online, or in-app.

Our ideal candidate has worked with global teams on fast-paced projects and possesses impeccable communication skills. We’re seeking a detail-oriented professional who exhibits a can-do attitude and approaches their work with vigor and determination. Candidates will be expected to possess exceptional learning agility and leverage their expertise to thrive in an ambiguous fast-paced environment. This role will be based in the US at our Newark, CA Headquarters.

The Role

• Lead programs that enhance service center parts and accessories operations, including fulfillment efficiency, inventory accuracy, and parts advisor enablement.
• Drive accessory merchandising and sales enablement strategies in partnership with product marketing, service, and logistics teams.
• Develop forecasting, replenishment, and planning models for high-volume and seasonal accessories using AI/ML tools.
• Define and manage the roadmap for digital commerce and payment solutions supporting service parts and accessories—across in-store POS, web, and mobile applications.
• Collaborate with legal, finance, tax, and digital product teams to support global B2B/B2C commerce capabilities, including tax handling, returns, and digital invoicing.
• Establish KPIs across part and accessory availability, order accuracy, sales conversion, inventory turns, and customer satisfaction.
• Identify and resolve operational gaps across ERP, POS, and e-commerce systems to ensure scalable and frictionless customer and field experiences.
• Represent the voice of service field teams, customers, and business stakeholders to build solutions aligned with luxury brand standards and expectations.

Qualifications

• 7+ years of experience in automotive parts/accessories operations, digital commerce, or merchandising, preferably in a premium/luxury setting.
• 5+ years in program or product management roles, driving cross-functional initiatives across operations, digital, and commercial teams.
• Deep understanding of service and accessory logistics, retail merchandising, or e-commerce fulfillment.
• Experience with digital payment platforms and commerce ecosystems (POS, B2B portals, returns processing).
• Strong analytical mindset with familiarity in AI/ML-driven inventory planning or commerce optimization.
• Excellent communication, stakeholder management, and cross-functional leadership skills.
• Proficient in enterprise systems like SAP, Salesforce Service Cloud/Field Service Lightning, or similar.
• Bachelor’s degree in Business, Supply Chain, or appropriate relevant experience required; MBA or technical background is a plus.

Preferred Experience

• Knowledge of connected vehicle commerce and native app integration for accessories.
• Experience launching or scaling accessory programs (lifestyle, performance, seasonal).
• Understanding of global compliance in digital payments and e-commerce platforms.