Job Description: Program Manager - Store Enablement, Operations & Learning & Development

Location:- Bengaluru

Role Overview

We are seeking a dynamic Program Manager who will own end-to-end store enablement, stabilization of store operations, customer engagement, and lead the Learning & Development function for store and franchise teams. This role is crucial in ensuring that newly launched and existing stores meet operational KPIs, customer satisfaction goals, and scale smoothly through effective training programs and process improvements.

Key Responsibilities

Store Enablement & Operations Stabilization-

- Lead cross-functional programs to enable new stores and franchise partners for successful operations.

- Monitor and stabilize store operations by identifying and addressing operational bottlenecks and ensuring SOP adherence.

- Oversee maintenance, process improvements, and troubleshooting at the store level to guarantee consistent service quality.

- Analyze store performance data, drive root cause analysis, and implement corrective actions to optimize customer experience and operational efficiency.

- Manage escalated customer issues from stores to ensure timely resolution and improved satisfaction.

Learning & Development Leadership-

- Design, develop, and implement training and enablement programs catering to store teams, franchise partners, and internal operational staff.

- Build and lead a high-impact L&D team focused on onboarding, continuous skill development, and operational knowledge transfer.

- Establish and maintain a learning management system (LMS) or similar platforms to track training progress and effectiveness.

- Partner with operations, supply chain, and technology teams to align learning initiatives with business goals and expansion plans.

- Drive assessments and feedback mechanisms to continuously improve the learning curriculum.

Project & Stakeholder Management-

- Own program budgets, define timelines, allocate resources efficiently to meet expansion and operational goals.

- Collaborate internally across operations, tech, marketing, supply chain, and vendor partners to execute initiatives smoothly.

- Develop and document scalable best practices and SOPs for operational excellence and consistent customer experience across stores.

Candidate Profile

- 2-5 years of combined experience in program/project management and learning & development, preferably in retail, FMCG, or franchise-driven businesses.

- Proven track record managing multi-location store operations and large-scale training programs.

- Deep understanding of retail store operations, franchise models, and customer service processes.

- Experience leading teams with strong stakeholder management, communication, and leadership skills.

- Strong analytical skills with a data-driven approach to problem-solving and measuring learning impact.

- Comfortable working in a fast-paced, high-growth environment with agility and ownership mindset.

- Skilled in instructional design, adult learning principles, and deployment of digital learning tools and platforms.