Manager, Client Program Management (CPM)

At Asurion, our teams work collaboratively to innovate and serve customers while ensuring employees succeed and feel valued. We don’t just provide customers with exceptional service — we create a positive experience for our employees, helping them grow their careers while they help customers enjoy and do more with their technology.

Who is the Manager, Client Program Management (CPM)?

Reporting to the Director of Client Program Management, you will manage projects and existing programs to exceed client expectations. The CPM acts as the main point of contact for our clients, working closely with internal teams to deliver on commitments. The role offers a chance to manage programs for major Australian brands, lead product launches, and drive internal projects to success during an exciting time of growth. You'll have the opportunity to take full ownership of outcomes.

You are a great fit for us if you like the idea of:

• Ownership – serving as the primary point of contact for both our clients and internal teams, while also taking full ownership of managing contractual obligations for your assigned portfolios (e.g. KPIs, NPS etc.)
• Project delivery – working autonomously with functional leads from gathering requirements, to designing solutions, to completing testing…and much more!
• Developing deep subject matter expertise – becoming the expert on our product suite, systems and client SOPs (e.g. processes and data flows)
• Presenting and reporting – completing regular reporting and quarterly business reviews on programs to our clients with an eye for championing continuous improvement
• Implementation – driving the development and implementation of product and program enhancements
• Working cross-functionally – you will love pulling together different functions in the business including our Account Managers, Operational teams (such as Contact Centre and Supply Chain), and Support functions (Finance, Legal and IT)

In return you will have the opportunity to:

• Join a non-hierarchical, fast paced and low ego culture – our motto is we have fun at work!
• Be part of something bigger – Asurion is an international award winning TechCare company with almost 19,000 employees serving more than 300 million customers globally
• Earn beyond your base salary through our Management Incentive Plan
• Utilise our Parental Leave scheme which includes 12 weeks paid leave for the primary carer. We also support you on your transition back to work, for the first 6 months after you can work for 4 days but be paid 5.
• Have true autonomy and flexibility over your work – you will utilise our hybrid working model working between your home office and our Melbourne CBD office. We expect that you will be in the office 3 days a week and more during the initial induction process.
• Tailored development opportunities – you will build your personal development plan with your People Leader
• Take part in our recognition platform – you can earn points for awesome work from your colleagues to trade in for rewards across major retailers
• Be part of regular team building, town halls and group training
• Get rewarded for referring top talent through our Employee Referral scheme
• Give back to the community through the partnership with our local charity partners

Your experience and personal attributes that would help set you up for success in the role include:

• 5 years’+ experience in a similar role (e.g. Project Manager, PMO Client Lead, Product Manager, Account Operations Manager, Client Operational Lead etc.)
• Experience working in the Financial services / Insurance / Telco / Technology industry is highly desirable
• Being tertiary educated with a degree in Business, Commerce, Marketing or Project Management or equivalent
• Strong interpersonal skills to interact effectively with both internal and external stakeholders including cross-functionally
• Excellent presentation skills, articulating messages clearly and effectively
• Ability to analyse and interrogate data with an eye for continuous improvement
• Being highly resilient and demonstrating a can do attitude when handling ambiguity and a fast pace of change
• Having a growth mindset – you will love to learn and be keen to improve your knowledge of working with our suite of products

If you are interested, please submit your expression of interest by applying directly to the advert with an up-to-date resume. For any questions about the role, please feel free to reach out to Mino Trinidad in our Talent Acquisition team ([email protected]) or our hiring manager Nick Khoo ([email protected]). All candidates must hold the permanent right to work in Australia.

Get to know us:

Our journey has taken us from a small startup to the biggest tech care company in the world. We’ll continue to evolve, but our integrity and commitment to our customers and partners will stay the same. With offices worldwide and working with respected companies you’ve heard of and whose products you love, Asurion’s 19,000 employees and counting deliver a seamless, award-winning customer experience to our nearly 300 million customers, anticipating their needs and providing tailored services reachable within one touch. We are regularly recognized for our excellence in service, customer support and as a best place to work.