XCS Program Manager

External; North East; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading retail solutions provider in the United Kingdom is seeking a Senior Program Manager for Customer Success. You will lead complex enterprise programs aimed at enhancing customer satisfaction and ensuring measurable business outcomes. The ideal candidate will hold a bachelor’s degree, have significant experience in program management, and possess exceptional communication skills. This role is crucial for achieving strategic priorities in driving customer value realization and transformation success.

Qualifications

• 10 years of relevant experience in program management.
• 8 years of experience leading multi-workstream enterprise programs.
• Manage P&L and executive stakeholders effectively.

Responsibilities

• Own execution of large-scale complex customer programs.
• Establish program structure and milestones.
• Drive accountability and ensure program delivery.

Skills

Cross-portfolio delivery

Leadership

Executive communication

Matrixed environment experience

Retail technology understanding

Education

Bachelor's degree with 10 years of experience

Tools

MP PgMP SAFe or equivalent certification

Job description

Toshiba Global Commerce Solutions is seeking a Senior Program Manager Customer Success (XCS). XCS is Toshiba’s 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, 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. The SPgM 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 Toshiba’s 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 with measurable impact.

Qualifications

• Bachelor’s 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 Toshiba’s 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 Toshiba’s 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 leading brands worldwide.

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 identity, gender expression, 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.