Retention Readiness Program Manager

About the Role

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.

• Work Setup: Hybrid
• Location: Manila / Cebu
• Shift: Night Shift (US timezone)

Key Responsibilities:

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.
  o Collaborate with stakeholders to understand requirements and assist in defining the
  Retention strategy.
  o Document readiness / action plans including milestone dates for all deliverables,
  expected impacts across applications, process changes, communication, training.
  o Identify risks, dependencies and escalate as needed.
  o Review and finalize plans with retention leaders.
  o 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.

Why Join Us?

• Embrace a healthy work-life balance.
• Enjoy competitive compensation and benefits.
• Be part of a positive work environment that fosters collaboration and teamwork.
• Advance your career through our professional development opportunities.
• Thrive in an inclusive and employee-centric culture.

About Eastvantage

At Eastvantage, our mission is to create meaningful jobs. Through our portfolio of premium and select clients, we provide careers that are knowledge-based, inspiring, and always with the potential for development and growth.

We are an independently-owned outsourcing company with European roots, servicing global companies that have offices in every populated continent in the world. We have been in the industry for a decade, growing from a handful to over 1,000 happy employees over the years.

We invite you to navigate our site to get to know who we are, to see what sets us apart in culture and thinking. Because of this, we carefully select who we work with, both customers and co-workers, which is why people happily stick with us for a wonderful amount of time. We hope to convince you to apply with us and be part of our success story.