Job Summary
The Senior Program Manager, IBS Performance owns total IBS program performance and execution enterprise wide. This role leads the team of IBS Program Managers — who report directly into this position — and is accountable for delivering contractual commitments, KPIs/SLAs, customer satisfaction, sales, and profitability consistently across the IBS customer portfolio and all sites.
This role centralizes leadership, governance, and customer lifecycle ownership to create a predictable and scalable delivery model. It establishes a unified operating rhythm that reduces variability, strengthens service quality, and drives a proactive, data-driven approach to program performance. The Senior IBS Program Performance Manager serves as the senior point of accountability to APG leadership for the long-term success, stability, and growth of the IBS program portfolio.
Responsibilities
Enterprise Program Performance & Execution
- Own total IBS program performance and execution enterprise-wide across all assigned customer programs and sites.
- Establish and govern the standards, playbooks, operating rhythm, and KPIs/SLAs that drive consistent, predictable, and scalable program execution while reducing variability.
- Monitor portfolio-level performance (ROI, SLAs, customer satisfaction, profitability) and drive corrective actions and continuous improvement initiatives.
- Ensure effective and consistent use of IBS performance tools, reports, dashboards, and operational metrics across all programs and sites.
- Proactively identify enterprise-level risks and implement mitigation strategies to protect service quality and profitability.
Team Leadership
- Lead, develop, and set direction for the team of IBS Program Managers.
- Establish clear goals and performance expectations; coach, mentor, and hold the team accountable to results.
- Allocate customer and program coverage strategically to balance workload and align the right resources to the right programs.
- Build bench strength, succession plans, and leadership pipelines while developing future-ready capabilities across the team.
- Champion a high-performance, customer-focused culture grounded in ownership, collaboration, accountability, and continuous improvement.
Contract Governance, Compliance & Renewals
- Ensure contract compliance, audit readiness, and lifecycle management — including amendments and renewals — are executed consistently across all programs.
- Oversee renewal strategy across the portfolio (ROI optimization, scope alignment, and sales-category expansion), strengthening renewal positioning through structured value realization and transparent performance management in partnership with sales and legal.
- Ensure financial, reporting, and operational requirements of customer agreements are consistently met across the portfolio.
Program Growth, Launch & Continuous Improvement
- Drive program growth and strategic initiatives across the portfolio, including NAPA product penetration and surplus inventory reduction and optimization.
- Oversee new program launches and site implementations, ensuring readiness across personnel, systems, and supply chain processes.
- Lead continuous improvement, standardization, and best-practice sharing across all IBS sites and Program Managers.
- Identify opportunities to improve efficiency, scalability, and profitability across the IBS enterprise model.
Performance Analytics & Reporting
- Establish portfolio-level dashboards and reporting mechanisms to measure performance and surface risks and opportunities.
- Leverage data and analytics to drive corrective actions, prioritize resources, and improve execution and profitability.
- Ensure reporting transparency and performance visibility for APG leadership.
Key Performance Indicators (KPIs)
- Total IBS program performance enterprise-wide — portfolio sales, profit, and ROI
- SLA/KPI attainment, customer satisfaction, and customer retention
- Contract compliance, renewals, and audit readiness across all programs.
- Consistency and standardization of execution across all sites (reduced variability)
- On-time program launches and new-site implementations
- Program growth and optimization outcomes (NAPA penetration, surplus inventory reduction)
- IBS Program Manager team performance, capability development, succession, and engagement
Qualifications
- Bachelor’s degree in a business-related field required.
- 8 8+ years of progressive experience in IBS/program management, operations, or account leadership, including experience leading managers or teams.
- Deep knowledge of IBS execution, contract lifecycle management, KPIs/SLAs, inventory, and supply chain operations.
- Proven ability to lead leaders, drive enterprise standardization, and deliver measurable results across multiple programs.
- Strong financial acumen (ROI, P&L) with the ability to interpret operating statements and improve business outcomes.
- Analytical and data-driven; able to build dashboards, interpret performance metrics, and translate insights into action.
- Executive presence with the ability to influence senior leaders and cross-functional stakeholders; strong written and verbal communication skills.
- Working knowledge of NAPA IBS structure and systems (TAMS, HUB, IBiz, MS, GPC1) and HUB tools/disciplines (MIN/MAX, VIEW, RGN).
- Proficient in Microsoft Office (Excel, PowerPoint).
- Demonstrated leadership, integrity, personal drive, and ability to perform under pressure in a fast-paced environment.
- Ability to safeguard Company facilities, equipment, inventory, and physical assets; willingness to learn.
Preferred Qualifications
- MBA or advanced degree.
- Automotive or related aftermarket experience strongly preferred.
Leadership
- Embodies the following values: serve, perform, influence, respect, innovate, team.
- Effectively communicates by motivating and inspiring others through clear and proactive communication.
- Drives customer success by placing customer impact at the center of decisions.
- Makes balanced, forward-looking strategic decisions.
- Leads change and transformation across the IBS organization.
- Develops high-performing teams by providing inclusive leadership, attracting, and developing world-class talent, providing ongoing feedback, and building trust across the organization.
Physical Demands / Working Environment
- Primarily office and/or remote environment; while visiting IBS sites, exposure to fleet shop environments may occur, including loud noise, fumes, or airborne particles.
- Regularly required to sit, stand, walk, talk, and hear.
- May be required to stoop, kneel, crouch, or climb while visiting sites.
- May occasionally be required to lift and move product or materials up to 60 pounds.
- Vision requirements include close and distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus, with reasonable accommodations provided as required by law.
- Travel required up to 50% (may increase or decrease based on portfolio, program, and customer needs).
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