Program Manager, Owner Lifecycle & Retention

We Put the World on Vacation
Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

The Program Manager, Owner Lifecycle & Retention is responsible for driving cross-functional execution of the enterprise strategy to reduce first-year owner cancellations and improve owner retention. This role serves as the central point of coordination and accountability across Sales, Owner Onboarding, Owner Services, Finance, Retention, Digital, Technology, Compliance, Data & Analytics and other supporting teams. The position translates strategic recommendations into executable workplans, establishes clear departmental handoffs and supervisory ownership, manages dependencies and risks, and ensures leadership has a consistent view of progress and business impact. The Program Manager does not replace functional leadership or own departmental decisions; the role ensures initiatives move from recommendation through implementation, adoption, measurement and continuous improvement.

How You'll Shine:

Enterprise Program Management & Cross-Department Transitions

- 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 and ensure initiatives remain aligned to enterprise cancellation-reduction and owner-retention objectives.

- Establish and manage supervisory handoffs across the owner lifecycle: Sales → Owner Onboarding → Owner Services → Finance/Retention → Save/Resolution.

- Define for each transition the supervisory owner, handoff trigger, required information, service expectation, escalation path and downstream accountability.

- Coordinate implementation of key initiatives including 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 proactively escalate issues that could delay deployment, create inconsistent owner experiences or reduce expected business impact.

- Partner with functional leaders to ensure transitions are operationalized through documented processes, communication, training and field reinforcement.

Governance, Executive Reporting & Risk Management

- Facilitate the operating cadence for the program, including workstream reviews, monthly performance reviews and executive/advisory updates; maintain action, decision, risk and escalation logs.

- Provide concise leadership reporting that communicates what has been deployed, what has changed, what is working, what is at risk and which decisions are required next.

- Coordinate with Technology, Legal, Compliance, Finance, Operations and field leadership to resolve dependencies and maintain accountability across workstreams.

Performance Measurement & Business Impact

- Partner with Data & Analytics and Finance to establish baselines, measurement methodology and reporting for each initiative and departmental transition.

- Maintain initiative-level measurement from baseline through deployment, population exposed, adoption, outcome, financial impact and recommendation.

- Track cancellation, rescission, default, owner engagement, retained revenue and other approved program 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.

Change Management & Field Adoption

- Measure adoption and process compliance, identify barriers to execution, and coordinate corrective actions with accountable functional leaders.

- Partner with functional leaders to develop rollout plans, communications, training and reinforcement that drive consistent adoption across participating departments and field locations.

Travel Requirements

- Occasional travel based on business needs to support field implementation, leadership alignment and enterprise rollouts.

What You'll Bring:

- Bachelor’s degree in Business, Operations, Project Management or related field preferred. High School diploma or equivalent required.
- Enterprise owner lifecycle, retention and cancellation processes

- Applicable sales, owner servicing, financial and compliance processes

- Company-approved reporting, project management and collaboration platforms
- Strong program and project management skills with demonstrated ability to manage multiple cross-functional workstreams

- Strong interpersonal, facilitation and executive communication skills

- Proven 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 with the 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
- Proficient 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 in Sales Operations, Owner/Customer Experience, Owner Onboarding, Financial Services, Hospitality, Vacation Ownership or another regulated consumer business preferred.

Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

How You'll Be Rewarded:

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Certain benefits may be available to associates working fewer hours where required by applicable law. Travel + Leisure Co. benefits include:

Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

- Medical
- Dental
- Vision
- Flexible spending accounts
- Life and accident coverage
- Disability
- Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
- Wish day paid time to volunteer at an approved organization of your choice
- 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
- Legal and identify theft plan
- Voluntary income protection benefits
- Wellness program (subject to provider availability)
- Employee Assistance Program

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected] , including the title and location of the position for which you are applying.