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 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, and 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 your favorite brands.  Have you ever been in a hurry and made use of the self-checkout at Lowe’s Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ’s, or Costco?  These are just a few examples of our in-store solutions and impressive customer base that made us the world's 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, let’s 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 benefits@toshibagcs.com 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, we’re 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).  We’re 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 contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)