The Manager, Client Program Management (CPM) serves as the primary business program lead supporting strategic client accounts across APAC, with an initial focus on Mobile Device Protection and Trade-In programs. Acting as the bridge between the client, Account Management, and Asurion's cross-functional teams, this role ensures client priorities are translated into coordinated execution across the business. This position combines client engagement, program management, cross-functional leadership, operational governance, and executive reporting.

Rather than leading technical implementation, the CPM drives alignment across Product, Technology, Operations, Legal, Finance, Supply Chain, Care, and other internal teams to ensure client commitments are delivered successfully. Success in this role requires exceptional stakeholder management, strong communication skills, commercial awareness, and the ability to manage multiple initiatives while balancing client expectations with internal business priorities in a fast-paced environment. Key Responsibilities:

Client Program Management

Serve as the primary business program lead supporting assigned strategic client accounts.

Build trusted relationships with client stakeholders through regular operational reviews, business discussions, and program governance meetings.

Translate client requirements into clear business deliverables and coordinate execution across internal teams.

Partner closely with Account Management to ensure alignment between commercial objectives and operational delivery. Cross-Functional Program Execution

Lead cross-functional coordination across Product, Technology, Operations, Finance, Legal, Supply Chain, Customer Care, and other business functions.

Drive program execution from business requirements through implementation while ensuring stakeholders remain aligned throughout the project lifecycle.

Track key milestones, dependencies, risks, and action items to ensure timely delivery of client commitments.

Facilitate discussions between internal teams to resolve issues, remove blockers, and maintain delivery momentum.

Client

Reporting & Business Insights

Prepare high-quality client-facing reporting packages, including operational performance, KPIs, SLAs, trends, and business updates.

Present performance results to clients, providing clear explanations of key drivers, insights, risks, and recommendations.

Monitor ongoing program performance and proactively identify opportunities for service improvements and operational efficiencies.

Support Quarterly Business Reviews (QBRs), governance meetings, and executive client presentations.





Operational

Governance

Monitor day-to-day program health and ensure contractual service commitments are achieved.

Coordinate cross-functional investigations into operational issues and client escalations, ensuring root causes are identified and corrective actions implemented.

Maintain client operating procedures, governance documentation, and business process documentation where required.

Ensure reporting commitments and client deliverables are completed accurately and on schedule.

Continuous

Improvement

Identify opportunities to improve client experience, operational effectiveness, reporting quality, and cross-functional collaboration.

Drive process improvements that enhance program execution and support long-term client success.

Champion a collaborative working relationship between internal teams and external stakeholders. Qualifications:

Bachelor's Degree or equivalent experience.

5+ years of experience in Client Program Management, Program Management, Project Management, Business Operations, Client Services, or Account Management.

Experience managing enterprise or strategic client programs within complex cross-functional environments.

Experience working with regional stakeholders across multiple business functions.

Experience preparing and presenting business performance reporting to clients or senior stakeholders.

Experience supporting large enterprise clients within technology, telecommunications, retail, consulting, or service organizations is highly desirable.

Critical

Competencies

Client & Stakeholder Management

Excellent client-facing communication and relationship management skills.

Confident presenting business performance, operational insights, and recommendations to client stakeholders.

Ability to influence cross-functional teams without direct authority.

Strong commercial awareness and ability to balance client needs with business priorities. Program & Project Management

Strong program management and organizational skills.

Ability to manage multiple concurrent initiatives in a fast-paced environment.

Skilled at coordinating diverse stakeholders while maintaining execution momentum.





Comfortable managing ambiguity and adapting quickly to changing business priorities. Analytical & Business Acumen

Strong analytical and problem-solving skills with the ability to interpret operational and performance data.

Experience preparing KPI, SLA, operational, and performance reporting.

Ability to identify trends, provide recommendations, and support business decision-making through data-driven insights. Ways of Working

Collaborative team player who thrives in a flat, highly cross-functional organization.

Hands-on, proactive, and comfortable working in a lean team environment.

Transparent communicator who builds trust through openness and accountability.

Agile and responsive, particularly when supporting large strategic clients with changing priorities.

Preferred

Background

Candidates with experience from the following industries will be highly regarded:

Telecommunications

Consumer Electronics

Retail

Consulting

Managed Services or Business Operations

This role is not an IT Project Manager position. While close partnership with Technology teams is required, the primary focus is on business program management, client engagement, cross-functional coordination, operational governance, and program execution. Travel & Work Arrangement

Hybrid work arrangement.

Interstate travel within Australia as required.

Occasional regional travel, including Singapore and other APAC locations.

Flexibility to support strategic client meetings and business initiatives.

About

Asurion

Asurion helps more than 300 million people around the world unlock their technology’s untapped potential. We create innovative technology solutions that help keep consumers connected, from comprehensive protection to smart tech help that redefines expertise. We are the global leader of connected life services with 55 offices worldwide and working with 120 respected companies you’ve heard of whose products you love.

Asurion’s 19,000 employees and counting deliver a seamless, award-winning customer experience, 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. How we work together?

When we all act as leaders, we make Asurion excellent. At the core of this philosophy are our Leadership Principles, a common language we all live by to drive success. Asurion is an equal opportunity employer.

We celebrate diversity and are committed to creating an inclusive environment for all employees. For more information, please visit www.asurion.com

📌 Client Program Manager (Melbourne)
🏢 Asurion
📍 Melbourne