Program Manager

Are you someone who is energized, not drained, by interacting with others online?

Are you able to see the finer details, conscious of how organization and taking ownership can affect the customer experience?

Are you an effective communicator and talented in motivating people to come together?

If this sounds like you, we may be a good fit!

The Program Manager's primary responsibility is supporting and encouraging our students in their journey to growing and monetizing their businesses by offering guidance, compassion and encouragement. The ideal candidate will be passionate about engaging with people and supporting others every day.

You will be the bridge between our team and our community of members. You will be responsible for helping our customers make connections within our community by making sure they have access to the right resources and people. Although the Program Manager plays an active role within our communities, she/he/they also serves behind-the-scenes to help implement the efforts of the strategic team.

This role requires a strategic thinker who can effectively collaborate with the cross-functional teams, provide valuable insights to the leadership team, and ensure the overall success, engagement, and satisfaction of our students.

Responsibilities:

Program Development & Management

• Lead the planning, development, and execution of online community programs, ensuring alignment with the organizational goals.
• Regularly update and refine existing programs based on community feedback, industry trends, and business objectives.
• Manage the Program Coordinator and Program Mentors.

Community Engagement:

• Foster a vibrant and supportive online community by facilitating discussions, addressing members inquiries, and creating opportunities for interaction.
• Provide valuable content, resources, and tools to community members to enhance their success in their respective businesses.
• Oversee and ensure the online community is receiving the support they need by engaging with them and understanding where they are at and what they need to have a successful business.

Feedback and Reporting:

• Gather and analyze feedback by giving surveys to our community members to identify areas for improvement and implement strategic changes.
• Prepare regular reports for the leadership team, highlighting key metrics, program performance, and areas of success.

Strategic Planning:

• Create and manage initiatives to develop and implement long-term strategic plans for community growth, retention and ascension within the programs.
• Report on these initiatives and provide weekly feedback and ideas on how to get those students to the next level.
• Identify and pursue opportunities to enhance the value proposition for the community members.
• Implement strategies to retain existing community members and drive their progression within the programs.
• Work closely with the marketing team to create campaigns and initiatives that encourage member loyalty and participation.

Cross Functional Collaboration:

• Collaborate with various departments, including marketing, customer support, and the CEO to ensure seamless integration of community initiatives with overall business objectives.

Success will be based on the following outcomes:

• Implement retention strategies resulting in hitting KPIs indicated for churn rate, member retention and ascension and anything else in the KPI dashboard.
• Boosting customer interactions, conversions and sales.
• Regularly obtaining feedback and gathering ideas from our customers through conversations and surveys and reporting back to the leadership team with ideas and suggestions on how to improve the network based on this information.
• Providing support for customers when they need it.
• Adding value to our customers beyond the membership that they’ve purchased.
• Maintaining the voice of the brand in all posts and interactions.
• Ensuring all content being shared has a purpose and meets the expectations and needs of our customers.
• Ensuring community rules and guidelines are being followed by all community members.
• Creating a safe space for followers and members to ask questions, get help, feel supported, share ideas, provide feedback and solve problems.
• Demonstrates excellent communication skills by regularly updating the leadership team on key metrics, program performance, and strategic initiatives, fostering transparency and alignment with organizational goals.
• KPI’s around group engagement, email open rate for member communications, quarterly surveys and retention rate.

Leadership and Execution Behaviors For This Role:

• Critical Thinking - Our company innovates frequently which can lead to new challenges that require critical thinking to solve problems.
• Sales Oriented - This role involves actively guiding customers through the ascension process by recommending upgrades or additional products that enhance their experience or help them achieve their goals more effectively.
• Analytical Thinker - This role requires someone who can really see the big picture, see what needs to be done to achieve the goal, and execute it at the highest level.
• Supportive - Motivate and empower students to own their results and keep moving forward.
• Compassion - Lead with a balance of compassion and understanding that creates a safe environment for people to express their wins and failures.
• Solution Focused - Staying positive when faced with challenges and conflict. Seeking solutions instead of freezing or complaining.
• Coachable - Excited to learn new strategies, skills, and ways to do things.
• Team Oriented - Ready to work together to achieve team goals and leverage team resources through delegation where possible. Willing to perform both mundane administrative tasks and high-level projects.
• Emotional Intelligence - This role will encounter challenging situations within the communities. This requires thoughtful and emotional responses.

Cultural Behaviors:

• Integrity - This role will be handling sensitive information, relationships, and conversations. Integrity is of the utmost importance.
• Flexibility - Due to the nature of our online business, decisions and strategies can change rapidly. The right candidate will be able to adapt quickly to new initiatives.
• Cooperation - Our team works together to support company goals. This sometimes requires everyone to help out in ways that do not fit their job description. If you are reading this, put the word joy in the subject line of your application email.
• Personal Responsibility - It’s important that the individual in this role takes personal responsibility for their own success and is able to communicate early and often when he/she hits roadblocks or needs more information to complete a task.
• Commitment - Since this role has direct interaction with our customers, the ideal person will be committed to their success and to this role long-term.

The following skills / experiences will allow you to step into the role with confidence:

• Must have a minimum of 2 years as a Program Manager or similar role.
• Able to work in a fast paced environment.
• Clear and effective oral and written communication with good grammar which ensures great communication with customers and team.
• Extremely detail-oriented as this role is a two-way communication channel with our customers.
• Prior experience managing other employees.
• Tech savvy to adapt to new tools required for this role and discover new tools that could improve processes and customer experience.
• Quick learner to acquire new skills and adapt to new strategies as needed.
• Time management to prevent overwhelm and ensure your physical, emotional, relational, and spiritual health are not neglected.
• Prioritization of tasks and projects to ensure on time completion as this role is responsible for the implementation of multiple deadline-oriented projects that often overlap.
• Process-driven thinking as you implement and improve existing processes and create new ones to improve efficiency and consistency of customer experience.
• Must have experience using social platforms such as Facebook and Instagram.
• Must have prior experience working directly with people in a retail, hospitality or customer support role.

Preferred

• Prior experience working virtually preferred, but not required.
• Prior experience with the following tools is preferred, but not required.
• Asana, Google Suite, Kajabi, Zoom, ConvertKit, Canva
• Prior experience with graphic design to update presentation slides, workbooks, is preferred but not required.
• Prior experience with e-commerce is preferred, but not required.

The position is a full-time role and will offer additional benefits, including:

• Being part of a supportive and dynamic team
• Remote working hours
• Opportunities for advancement within The Product Boss company
• 11 company holidays
• PTO based on an accrual basis

How to Apply: We are accepting initial applications now until March 22. You will be notified shortly after if you have been chosen to move forward into the interview process.

If you are not selected as part of the interview process, we truly appreciate your time and will keep your application for consideration in the future.

Product Boss Team Perks:

Did we forget to mention all of The Product Boss perks? We're fast-paced and rapidly growing. Our small but mighty team is full of talented and motivated individuals who enjoy coming to work. But these awesome perks help just a little too:

• Our Office is Virtual...which means you can wear yoga pants, and pajamas, or dress up and do your work from anywhere.
• Learning Opportunities – A mastermind, summit, or learning experience that will enrich your knowledge in your particular role? It’s on us!
• We’re not big on stress. While we expect you to work efficiently and get things done, we focus on open communication and getting things done right the first go around. We trust that you are on top of your work and that if a problem arises, you bring that to our attention so we can help the best way we can so you can move forward
• You don’t have to run your own business! Maybe you’ve been around that block, and it wasn’t for you. Now you can have all the benefits of supporting people to create their dream businesses that provide freedom, without all the headaches + expenses of actually building your own empire. It’s the best of both worlds!

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• Flexible schedule
• Paid time off

Compensation package:

• Commission pay

Experience level:

• 2 years

Application Question(s):

• When would you be able to start if you were hired?
• What do you feel are your top 3 qualities?
• What does success in this role look like to you?

Experience:

• Program management: 2 years (Required)
• Managing a direct report: 1 year (Required)

Work Location: Remote