Program Management Manager – Costa Mesa, CA

Program Management Manager

Job Summary
Develops and implements strategic plans for development, improvement and distribution of program. Responsible for implementing program enhancements to ensure member value and relevance. Responsible for development of programs, developing program goals, developing and coordinating implementation of partners and enhancements to programs, developing and managing growth/penetration, managing monthly forecasts, managing the program revenue, and managing partner relationships to maximize performance and relevance of the program. Provides informed hand-off to Education, Training & Development for training requirements for sales force; to Marketing for advertising & promoting the program(s); to Information Systems for technology and applications support for the program(s). Monitors revenue, research trends, competitive trends, partner/member/policyholder net gain, partner/member/policyholder retention, partner/member/policyholder acquisition, partner/member/policyholder growth, and program metrics and makes recommendations and corrections to improve attainment of Club’s goals and objectives. Conducts market and competitive research in order to effectively evaluate marketing plans and goals, and to develop optimum sales/service/distribution effectiveness. Negotiates and manages outside vendor contracts and partner relationships to ensure partner engagement and to provide value to partners as well. Evaluates, develops and oversees plans to enhance distribution strategies to achieve program objectives. Reports findings and recommendations to senior management. Manage team of Program Analysts and Business Developers for the program to meet objectives.

Job Duties

• Strategic Program Development and Enhancements: Directs the development, planning and implementation of program and process development for enhancements to program that result in greater member/policyholder acquisition and/or retention. Responsible for developing innovative and creative solutions that meet existing market needs, increase the value of current programs and/or product features and benefits. Utilizes trends, developments in the market place and voice of the customer research to shape program and offerings. Activities include, but are not limited to, conducting thorough market analysis and research, increasing usage, developing and implementing new program features, developing programs to increase revenue and member/policyholder relevance, working with assigned marketing team to create a marketing plan and appropriate support materials for partners and/or internal sales & service functions, and interfacing with both internal and external resources to implement programs. Responsible for managing timelines and internal and external resources to launch partners, programs, enhancements to program on time and within budget.
• Internal/External Partner Management: Responsible for new partner acquisition and partner retention of outside partners to enhance the program when appropriate. Responsible for establishing and managing key internal relationships with core operating units that are involved in or affected by assigned programs. Provide strategic insight and use of market research to identify partner offering gaps that are relevant to members/policyholders. Acquire partners that ensure member value and fill member needs/relevance gaps. Manage partner relationships including contract negotiations, product offering, internal/external partner expectations, external partner and/or internal marketing efforts, and additional incremental member/policyholder value offers to improve retention. Proactively communicate with partners and sales team to support partner retention. Responsible for understanding partner industry, representing the club in partner meetings, and collaborating with partners to increase member relevance and usage.
  Continue to monitor and achieve partner retention and acquisition goals to support the overall program and Club objectives.
• Oversee the implementation of strategic marketing and/or communication plans for the assigned program. Research market for business opportunities and ensure integration of program with the Club’s MRM strategy. Responsible for ensuring strategic marketing plan in alignment with partner plans to leverage overall spend. Directly responsible for managing program expense budget, and provides direction and oversight for program advertising budget.
• Act as project manager and provide leadership in the implementation of all strategic initiatives for assigned program. Ensure the timely and efficient completion of projects, as well as the success metrics are met after the project is implemented.
• Work with multiple areas of the organization (including the product distribution channels, sales, operations, finance, marketing, etc.) to ensure the development, execution, establishment of goals, and success of all program initiatives. Monitor, evaluate, and communicate to all areas including senior managers the progress against targeted goals and make corrections to attain assigned objectives.
• Hire, train, and manage staff. Develop goals and conduct performance appraisals. Review and initiate appropriate salary increases, promotions, terminations, and other changes in employee status. Advocate employee development through ongoing monitoring, coaching and training to ensure all staff is current on any changes in organizational policies and procedures.
• Design technology, write requirements, and implement technology solutions to support integration of program into multiple distribution channels for both employee use (to improve efficiencies) and for members use (for improved member interaction).
• Position requires a high degree of independent decision making and problem solving skills.
• Regularly makes decisions involving the direction of major projects. Implements plans that affect the strategic direction of assigned program line. Leads in the development and implementation of new processes.

Qualifications

• Bachelors Equivalent combination of education and experience Preferred
• 4-6 years Product management, product development or related experience Required
• 1-3 years Management/Supervisory Preferred
• Advanced ability to think strategically and transform strategy into actionable plans required.
• Advanced ability required to define and lead implementation of new processes.
• Requires advanced ability to coordinate and control major projects.
• Requires advanced ability to communicate clearly and effectively at all levels of the organization– both verbally and in writing.
• Requires ability to lead, present, and represent club with business CEO’s, Presidents, or marketing executives.
• Advanced organization, planning, and problem resolution skills required.
• Advanced computer skills with Excel, Word, and PowerPoint.
• Advanced ability to compile, analyze and interpret statistical data required.
• Independent leader and represents Club with partners. Understanding of other industries in order to represent club well. Marketing background to provide insight to partners and show the value of the program.

Scope

• Work is accomplished without considerable direction. Exercises judgment in selecting methods, techniques, and evaluation criteria in obtaining results. Exerts significant latitude in determining objectives of assignment. Takes calculated risks with consultation from the expert.
• Works on complex issues where analysis of situations or data requires in-depth evaluation of variable factors. Constructs and may pursue alternative paths towards a solution. Exercises judgment in selecting method, techniques and evaluation criteria for obtaining results consistent with broadly defined policies and practices. Problem/Task resolution timeframe: Inclusive of shorter timeframes, but typically six to twelve months or more to resolve.
• Functions independently within broad scope of established departmental policies/practices; generally refers specific problems to supervisor only where clarification of departmental operating policies/procedures may be required.
• This position manages/supervises people 6-20 1-10
• Erroneous decisions or recommendations would normally result in the inability to reach crucial organizational objectives and may have prolonged effect, as well as result in the expenditure of substantial resources.
• Represents the organization as the primary contact. Interacts with management and senior value-chain partners on matters requiring coordination across organizational lines. Achievement of objectives requires ability to influence others both internally and potentially externally.

The starting pay range for this position is:

$114,800.00 – $153,100.00

Additionally, for full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.

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Remarkable benefits:
•    Health coverage for medical, dental, vision
•    401(K) saving plan with company match AND Pension
•    Tuition assistance
•    PTO for community volunteer programs
•    Wellness program
•    Employee discounts

Auto Club Enterprises is the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

“Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA). 

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