Customization Program Manager

Job description

POSITION OVERVIEW

The Customization Program Manager role will be the liaison between Design, Graphics, Merchandising, Digital, and Sourcing for our global on-demand programs in Create Your Own and Made to Order. They will be responsible for day-to-day operations of our Customization businesses across e-commerce, in-store, and event pop-up experiences. They will also be responsible for operationalizing a simplified and efficient end-to-end process and identifying opportunities to leverage technology and AI-enabled solutions to improve efficiency, reporting, and workflow management.

Responsibilities

ESSENTIAL DUTIES & RESPONSIBILITIES

Facilitate and oversee all aspects of the current CYO and MTO businesses, including weekly calls with internal and external stakeholders, seasonal updates, material and component management, product development, marketing initiatives, and sample execution. Build and manage project plans for seasonal initiatives, special projects, and new category rollouts that capture cross-functional workstreams and ensure milestones and deliverables are achieved according to established timelines.

Coordinate, facilitate, and attend quarterly stakeholder calls with external partners. Support the creation of presentations, business updates, reporting metrics, and follow-up actions. Research the competitive landscape within the customization and personalization space to identify industry best practices, emerging trends, innovative customer experiences, and opportunities for business growth. Develop and maintain project plans, schedules, and budgets.

Track progress and provide regular updates to stakeholders on project status, risks, and key deliverables. Create detailed meeting recaps, document action items, and communicate updates to cross-functional teams. Partner with Design, Merchandising, Sourcing, and Digital teams to identify product offerings, operational capabilities, and business limitations. Ensure approvals are obtained for fit, design, and graphic execution throughout development and launch processes.

Define and continuously improve customer service protocols. Identify opportunities to leverage automation and AI-enabled tools to enhance workflow efficiency, reporting, and issue resolution. Support the onboarding of new sourcing partners for Made-to-Order programs. Collaborate with the sourcing intake committee to identify partners and ensure all required documentation and processes are completed. Operationalize and continuously improve the on-demand process.

Update and maintain the Rise site and related tools, document SOPs, implement new capabilities, and support process enhancements. Coordinate handoffs to key partners including system setup, digital briefs, marketing briefs, tech pack creation, testing requirements, and launch readiness activities.

Qualifications

• Strong project planning, organization, and execution skills
• Demonstrated project management capabilities with the ability to manage multiple priorities and cross-functional workstreams Experience collaborating with diverse stakeholders and driving alignment across functions
• Strong interpersonal, communication, and presentation skills Stakeholder management and relationship-building skills Curious, self-motivated, and solution-oriented mindset
• Strong problem-solving and decision-making abilities Adaptability and change management skills Interest in emerging technologies and AI-enabled tools that support operational efficiency and business processes
• Ability to work independently in a fast-paced environment Willingness to travel as required

Technical Requirements

• Knowledge of project management methodologies and best practices Experience with project management tools and software (e.g., Salesforce, Smartsheet)
• Proficiency in Microsoft Office Suite Experience with project documentation, reporting, and process management
• Ability to leverage digital tools, automation, and AI-enabled solutions to support workflow management, reporting, and process improvement Comfortable working with technology platforms, systems architecture diagrams, and multiple interconnected business processes Qualifications Project Management certification preferred Project management, program management, product operations, customization, or related experience Experience working in a cross-functional retail, digital, product development, or operations environment preferred Industry-specific knowledge as required

Key Competencies

• Strong organizational and time management skills Analytical thinking and attention to detail Strategic problem-solving capabilities Effective negotiation and influencing skills
• Ability to manage multiple priorities while meeting deadlines
• Strong collaboration and communication skills
• Ability to leverage data, technology, and AI-enabled insights to support operational effectiveness and decision-making Continuous improvement mindset with a focus on efficiency and process optimization #LI-CE1 Ralph Lauren will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance laws.

Please note background checks will be evaluated individually.