Program Manager, Owner Lifecycle & Retention

Travel + Leisure Co.•Orlando, FL

11d

About The Position

The Program Manager, Owner Lifecycle & Retention drives cross-functional execution of the enterprise strategy to reduce first-year owner cancellations and improve owner retention. The role coordinates accountability across Sales, Owner Onboarding, Owner Services, Finance, Retention, Digital, Technology, Compliance, Data & Analytics, and other supporting teams. It translates strategic recommendations into executable workplans, establishes departmental handoffs and supervisory ownership, manages dependencies and risks, and provides leadership with a consistent view of progress and business impact. The position does not replace functional leadership or own departmental decisions; it ensures initiatives progress through implementation, adoption, measurement, and continuous improvement. The Program Manager maintains an integrated retention and cancellation-reduction roadmap, coordinates operational and financial initiatives, facilitates program governance and executive reporting, and partners with Data & Analytics and Finance to measure initiative outcomes. The role also supports change management and field adoption through rollout plans, communications, training, and reinforcement. Occasional travel may be required to support field implementation, leadership alignment, and enterprise rollouts.

Requirements

High School diploma or equivalent required.
Strong program and project management skills, including the ability to manage multiple cross-functional workstreams.
Strong interpersonal, facilitation, and executive communication skills.
Ability to influence and lead change without direct authority.
Ability to define operating processes, supervisory handoffs, ownership, and escalation paths across departments.
Strong analytical skills and ability to translate performance data into actions and business decisions.
Experience managing risks, dependencies, milestones, and executive-level reporting.
Working knowledge of sales, customer/owner experience, retention, servicing, or financial operations.
Proficiency in Microsoft Office, including PowerPoint and Excel.
Proficiency with project management, reporting, and collaboration tools.
Ability to interpret dashboards, operational metrics, and financial performance reporting.
7+ years of program/project management, business transformation, operations, or customer experience experience in a complex organization.
Demonstrated experience leading enterprise initiatives across multiple functions without direct authority over all participating teams.
Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

Nice To Haves

Bachelor’s degree in Business, Operations, Project Management, or a related field preferred.
Experience in Sales Operations, Owner/Customer Experience, Owner Onboarding, Financial Services, Hospitality, Vacation Ownership, or another regulated consumer business.
Familiarity with enterprise owner lifecycle, retention, and cancellation processes; applicable sales, owner servicing, financial, and compliance processes; and company-approved reporting, project management, and collaboration platforms.

Responsibilities

Own and maintain the integrated Owner Retention and Cancellation Reduction roadmap, including workstreams, accountable owners, milestones, dependencies, implementation dates, and success measures.
Translate Task Force recommendations into executable projects aligned with enterprise cancellation-reduction and owner-retention objectives.
Establish and manage supervisory handoffs across the owner lifecycle, defining the owner, trigger, required information, service expectation, escalation path, and downstream accountability for each transition.
Coordinate implementation of initiatives such as Sales/Owner Onboarding handoffs, education at closing, scripting/front bump, ZRA coaching, Day 1 customer service, consolidated communications, and post-sale follow-up.
Coordinate financial and retention initiatives, including down-payment/Auto Pay solutions, hardship programs, Pre-Save/Save interventions, rescission-denial outreach, downtrade, and expanded retention solutions.
Identify cross-functional dependencies and escalate issues that could delay deployment, create inconsistent owner experiences, or reduce expected business impact.
Partner with functional leaders to operationalize transitions through documented processes, communications, training, and field reinforcement.
Facilitate the program operating cadence, including workstream reviews, monthly performance reviews, and executive/advisory updates; maintain action, decision, risk, and escalation logs.
Provide leadership reporting on deployment, changes, results, risks, and decisions required.
Coordinate with Technology, Legal, Compliance, Finance, Operations, and field leadership to resolve dependencies and maintain accountability.
Partner with Data & Analytics and Finance to establish baselines, measurement methodology, and reporting for initiatives and departmental transitions.
Track initiative-level measures from baseline through deployment, population exposed, adoption, outcome, financial impact, and recommendation.
Track cancellation, rescission, default, owner engagement, retained revenue, and other approved measures; identify performance differences by region, site, team, or initiative.
Use quantifiable results to recommend whether initiatives should be scaled, modified, paused, or further evaluated.
Measure adoption and process compliance, identify execution barriers, and coordinate corrective actions with accountable functional leaders.
Partner with functional leaders to develop rollout plans, communications, training, and reinforcement to drive adoption across participating departments and field locations.
Travel occasionally, based on business needs, to support field implementation, leadership alignment, and enterprise rollouts.

Benefits

Medical, dental, and vision coverage.
Flexible spending accounts.
Life and accident coverage.
Disability coverage.
Depending on position, paid time off, parental leave, and holidays.
Paid time to volunteer at an approved organization of the associate’s choice (Wish day).
401(k) with employer match, subject to eligibility requirements.
Legal and identity theft plan.
Voluntary income protection benefits.
Wellness program, subject to provider availability.
Employee Assistance Program.