Program Manager

We're Hiring: Retention Readiness Program Manager!

As the Retention Readiness Program Manager, you will oversee a suite of related projects, known as a program, to achieve strategic business goals and ensure that individual project outcomes align with the overarching program's objectives. This position requires a blend of strong organizational skills and the ability to manage cross-project dependencies.

Location:Cebu City, Philippines

Work Mode:Hybrid Set-Up (Once a Week)

Role:Retention Readiness Program Manager

Responsibilities Include

• Development and management of tactical projects and programs, ability to develop timelines, identify risks and dependencies, coordinate project team members and make recommendations that align with business objectives and goals.
• Monitor all Retention Operational Readiness activities to ensure they are executed on time and with quality. Ensure adherence to established processes, policies, and procedures.

• Attend GTM Meetings: Engage in weekly Go-To-Market (GTM) meetings, collaborating with Retention Directors and Managers to keep Retention strategies and initiatives current.
• Define Readiness Plans: Develop and execute readiness / action plans, as needed, to ensure smooth implementation and agent adoption.
• Collaborate with stakeholders to understand requirements and assist in defining the Retention strategy.
  
  

• Document readiness / action plans including milestone dates for all deliverables, expected impacts across applications, process changes, communication, training.
• Identify risks, dependencies and escalate as needed.
• Review and finalize plans with retention leaders.
• Execute readiness / actions plans.
• Training Material Updates: Work with the training team to identify training needs for all action plans, create training charters, ensure all training materials are created based on requirements, and provide necessary support to the training team to develop the required content.
• Engage in regular communication with leaders to review all action plans, provide updates on operational changes, policy updates, and upcoming training.
• Ability to create and deliver effective presentations, have excellent verbal and written communication skills, and be able to interact with all levels of management
  
  

Qualifications

• Experience with management of projects and programs; Project Management Professional (PMP) certification preferred.
• Experience with Call Center Operations, front-line agent tools and agent readiness
• Ability to work in a fast-paced environment, under pressure of tight deadlines
• Experience successfully working across levels and functional areas in a dynamic, fast-paced environment (i.e., technical, creative, and executive team)
• A strong collaborator and influencer in cross functional and interdependent teams
• Strong computer skills including Microsoft Word, Outlook, and PowerPoint
• Highly developed interpersonal, written and oral communications
• Consistent record of accomplishing short term business objectives
• Ability to work independently and with others at all levels within the organization
• Ability to organize and prioritize effectively
• Demonstrated facilitation skills and ability to manage meetings with project team members
• Skilled in presenting ideas and concepts
• Ability to synthesize project information and establish the appropriate scope of a project.
• Ability to consider impacts of change systematically and communicate/negotiate those changes.
  
  

Ready to make an impact? Apply now and let’s grow together!