XCS Program Manager

Toshiba Global Commerce Solutions is seeking Senior Program Manager Customer Success (XCS). Extreme Customer Satisfaction (XCS) is Toshiba Global Commerce Solutions enterprise-wide strategy focused on driving measurable customer outcomes accelerating solution adoption strengthening executive partnerships and ensuring long-term value realization across the full customer lifecycle. XCS unifies Hardware Software Professional Services Installation Services and Maintenance into a single outcome-driven operating model designed to deliver exceptional customer experiences and sustained business impact.

Position Overview

The Senior Program Manager (SPgM) Customer Success (XCS) plays a critical leadership role in driving Extreme Customer Satisfaction value realization and enterprise delivery excellence across Toshiba Global Commerce Solutions most strategic customers.

This role serves as the orchestrator of complex cross-portfolio customer programs spanning Hardware Software Professional Services Installation and Maintenance ensuring all initiatives are aligned to customer outcomes business value and Toshibas strategic priorities.

The SPgM acts as a trusted advisor to executive stakeholders leading multi-workstream programs across matrixed teams governing risk issue and financial performance and ensuring that solutions are adopted on time at scale and with measurable impact.

Qualifications

• Bachelors degree with 10 years of experience.
• 8 years leading multi-workstream enterprise programs.
• Experience managing P&L executive stakeholders and cross-portfolio delivery.
• Strong understanding of retail technology environments.
• Exceptional executive communication skills.
• Proven success operating in matrixed environments.

Preferred

• MP PgMP SAFe or equivalent certification.
• Experience with POS systems and large transformations.

Key Responsibilities

Enterprise Program Leadership & Governance

- Own end-to-end execution of large-scale complex customer programs.

- Establish program structure cadence milestones dependencies and executive reporting.

- Lead program health reviews steering committees and executive governance forums.

- Align programs to Toshibas strategic priorities and XCS operating model.

Customer Outcomes & Value Realization

- Ensure programs deliver measurable business outcomes.

- Partner with leadership to define success metrics and adoption milestones.

- Proactively identify risks to value delivery and lead corrective action.

- Drive accountability across all Toshiba teams.

Cross-Functional Orchestration

- Oversee delivery across PS IS MA Product Support & Sales.

- Remove barriers and resolve conflicts in a matrixed environment.

- Ensure seamless handoffs across the entire lifecycle.

Executive Stakeholder Management

- Serve as the primary escalation leader.

- Maintain trusted executive relationships.

- Communicate program health clearly and concisely.

Financial Risk & Change Control

- Oversee program financial governance and change control.

- Identify and help mitigate financial risk.

- Ensure disciplined change management.

Strategic Growth & Expansion

- Support new business initiatives and expansions.

- Contribute to RFPs RFIs and large transformation planning.

Operational Excellence

- Establish enterprise program management best practices.

- Drive standardization and continuous improvement.

Talent Leadership & Development

- Coach and mentor team members as appropriate.

- Influence IDPs and performance development.

- Model a customer-first leadership culture.

Success Measures

- Improved XCS health and adoption metrics.

- On-time on-budget delivery performance.

- Reduced escalations.

- Strong executive customer relationships.

This role is central to Toshibas Extreme Customer Satisfaction strategy and directly impacts retention brand credibility and enterprise transformation success.

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 Lowes Foods earned fuel rewards at Kroger or just paid for purchases at retailers such as Walmart Michaels Carrefour The Gap Calvin Klein Boots Cencosud BJs or Costco These are just a few examples of our in-store solutions and impressive customer base that made us the worlds 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 lets 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

Company provided life 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 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 were 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). Were passionate about our customers 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 contractors legal duty to furnish information. 41 CFR 60-1.35(c)