Platform and Services Rollout Program Manager
iSupport Worldwide · Pasig City · PHP 70,000/month (stated in the posting)
KEY RESPONSIBILITIES
- Integrated Rollout Planning: Maintain one operating plan across platform modules and new services, with clear owners, milestones, dependencies, capacity needs, risks, and decisions. Coordinate initial launch phases and ongoing releases, using repeatable and automated workflows where practical.
- Operational Readiness and Expansion: Translate approved product scope and service plans into readiness requirements for onboarding, training, communications, user participation, and support. Gather functional readiness evidence and present recommendations on deployment timing and expansion. Keep product release readiness distinct from operational rollout readiness.
- Coach Adoption and Organizational Change: Coordinate coach onboarding, training, office hours, and practical guidance for incorporating BIG Intelligence into coaching relationships. Develop early coach champions with L&D and Client Success, capture evidence of successful use, and identify resistance or workflow barriers that need action.
- Client and Firm Onboarding: Coordinate participant selection, rollout waves, access setup, onboarding, and feedback collection with the appropriate owners. Integrate platform onboarding into new coaching-client onboarding. Work with internal process owners to prepare Firm users for new capabilities and changes to their work.
- Release Enablement and Communications: Coordinate Product Marketing, Product, and L&D deliverables so guidance, approved messaging, and training are ready when needed. Match enablement effort to the scale of the change and coordinate larger launches when appropriate.
- Feedback and Support Coordination: Use Product's established intake and classification process for defects and usability issues. Coordinate visibility and handoffs across product issues, training gaps, and adoption barriers without creating a parallel product backlog. Track unresolved issues and ensure clear ownership and user follow-through.
- Scalable Support Readiness: Coordinate support workflows, knowledge resources, escalation paths, service expectations, and internal or third-party capacity. A designated internal software customer success/support owner manages support operations, vendor performance, and escalated case follow-through. Engineering and AI own technical diagnosis and fixes.
- Measurement and Continuous Improvement: Maintain a concise scorecard covering readiness, activation, repeat use, coach participation, user feedback, support demand, and unresolved issues. Agree measures and targets with functional owners, compare rollout cohorts, and drive corrective actions. Transfer routine delivery tasks to operational teams where appropriate.
Requirements
CANDIDATE PROFILE
Required Experience
- At least five (5) years in software program management, implementation, launch operations, or a closely related role, with direct accountability for delivery across multiple functions.
- Taken at least two (2) software products or substantial releases from a controlled pilot or Beta into broader customer availability, with concrete examples of personal ownership and results.
- Managed rollout work beyond development delivery, including onboarding, training, communications, support readiness, and adoption.
- Built practical processes in entrepreneurial software environments where workflows, responsibilities, and organizational capabilities were still developing.
- Coordinated recurring SaaS releases and organizational change, including enablement and onboarding that continue after the initial launch.
- Managed senior stakeholders and competing priorities, securing commitments and resolving dependencies without direct reporting authority.
- Used customer feedback and operational data to adjust rollout plans, with examples of difficult decisions, corrective action, and lessons learned.
Required Skills
- Program Execution and Judgment: Identify the critical path, clarify ownership, resolve delivery risks, and make evidence-based readiness recommendations.
- Technical Fluency: Understand release cycles, testing, environments, defects, integrations, access management, and incident escalation sufficiently to coordinate decisions with technical owners.
- Adoption and Change Management: Introduce new workflows into established professional relationships, coordinate training, develop champions, and address barriers to sustained use.
- Operational Design and Analysis: Build usable, scalable workflows; automate repeatable steps where appropriate; interpret activation, repeat use, support demand, and cohort performance.
- Executive Communication and Influence: Provide concise updates on progress, risks, required decisions, and accountable owners. Challenge readiness constructively and surface disagreements early.
- Hands-on Execution: Run onboarding sessions, organize feedback, validate user workflows, prepare operational guidance, and solve practical rollout problems.
Education
- Bachelor's degree in business, information systems, computer science, operations, or a related field, or equivalent professional experience (required).
- An advanced degree is not required.
Preferred Qualifications
- Experience introducing software into a professional services or relationship-driven business.
- Experience launching AI-enabled products and supporting executive users.
- Experience building customer success, support, or enablement processes.
- Experience launching new services and coordinating small internal teams with outsourced development or support partners.
- Relevant program management, Agile, Scrum, or change management certifications.
Benefits
- Free lunch meal, fruits, snacks, and drinks
- Onsite gym with a free professional instructor
- Weekly fitness activity and an annual fitness challenge where you can win up to 70,000 PHP
- Weekly engagement activities with prizes that are up to 3,000 PHP
- Free upskilling academy to improve your performance and skillset
- State-of-the-art facilities from toilets to your workstation
- Amenities such as sleeping quarters, game area, chat room, shower room
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