Job Description
Department: Operations - Transitions
Reports To: Senior Vice President, Operations
Location: Alabang (On-site), Muntinlupa City, Metro Manila, Philippines
About Pinnacle Intelligence:
Pinnacle Intelligence is at the forefront of transforming the automotive retail industry. We provide AI-powered, sustainable, and scalable digital solutions designed to engage customers, accelerate sales growth, and elevate the entire auto retail value chain. Our mission is to revolutionize the automotive retail industry through intelligent technology, unlocking dealerships' full potential and setting new standards of efficiency, profitability, and market leadership. We are dedicated to powering the future of auto retail with AI, Data, and Automation, driven by intelligence at every turn.
Position Summary:
The Senior Transitions Manager is responsible for leading complex, enterprise-level transitions and implementations from initial planning through operational launch and stabilization. This role serves as a senior project leader for new client implementations, account transitions, migrations, expansions, and major operational changes, ensuring that projects are delivered on time, within scope, and aligned with business and client objectives.
The role requires strong expertise in enterprise project management, transition planning, implementation governance, launch management, and cross-functional leadership. The Senior Transitions Manager works closely with clients and internal stakeholders across Operations, IT, Workforce Management, HR, Finance, Quality, Training, Security, and other support functions to establish the systems, processes, infrastructure, and operating model required for a successful launch. Beyond individual transitions, this role is expected to build and continuously improve transition frameworks, systems, tools, and governance standards that enable the organization to execute future implementations more efficiently and consistently.
Key Responsibilities:
- Enterprise Transition & Project Management
- Lead complex, enterprise-level BPO transitions, implementations, migrations, expansions, and transformation projects from initiation through stabilization.
- Develop comprehensive project plans covering scope, timelines, milestones, dependencies, resources, risks, and deliverables.
- Establish project governance, reporting structures, decision-making processes, and escalation mechanisms.
- Manage multiple workstreams simultaneously while ensuring alignment across internal teams and client stakeholders.
- Monitor project performance and proactively identify and address risks, issues, dependencies, and potential delays.
- Ensure projects remain aligned with contractual commitments, client expectations, operational requirements, and organizational objectives.
- Transition & Implementation Management
- Own the end-to-end transition lifecycle, including discovery, solution design, planning, readiness, implementation, launch, and post-launch stabilization.
- Translate client requirements and business objectives into actionable transition and implementation plans.
- Coordinate operational, technical, staffing, training, facilities, technology, security, and support requirements necessary for launch.
- Partner with Solutions, Sales, Operations, and other stakeholders during pre-sales and transition planning to ensure implementation feasibility and operational readiness.
- Establish clear ownership, deliverables, timelines, and acceptance criteria across all transition workstreams.
- Identify opportunities to standardize and improve implementation methodologies across accounts.
- Launch Management
- Serve as the overall program lead during critical launch periods and ensure organizational readiness before go-live.
- Establish launch-readiness criteria, checklists, command-center structures, escalation protocols, and contingency plans.
- Coordinate cross-functional teams during go-live and hypercare periods.
- Monitor key launch indicators and ensure timely resolution of operational, technical, staffing, and client-related issues.
- Lead post-launch stabilization and transition the account successfully to the appropriate operational owners.
- Conduct post-implementation reviews to identify lessons learned, gaps, and opportunities for improvement.
- Systems, Frameworks & Process Development
- Build and maintain scalable transition and implementation systems, frameworks, templates, tools, and governance models.
- Develop standardized methodologies for project planning, transition readiness, risk management, launch governance, and stabilization.
- Establish dashboards and reporting mechanisms to provide leadership with visibility into project health, milestones, risks, and readiness.
- Identify process gaps and develop solutions that improve the organization's ability to execute complex transitions.
- Continuously refine transition methodologies based on lessons learned, operational data, client feedback, and industry best practices.
- Client & Stakeholder Management
- Serve as a senior point of contact for clients throughout major transition and implementation initiatives.
- Build strong relationships with executive-level and operational client stakeholders.
- Facilitate project steering committees, executive updates, working sessions, and transition governance meetings.
- Communicate project status, risks, decisions, and recommendations clearly to both client and internal leadership.
- Manage expectations and facilitate resolution of complex issues involving multiple stakeholders.
- Leadership & Continuous Improvement
- Lead cross-functional project teams without necessarily having direct authority over all participating resources.
- Provide direction, structure, and accountability to project workstreams and functional owners.
- Mentor project and transition team members in enterprise project management and transition methodologies.
- Promote a culture of accountability, proactive risk management, and continuous improvement.
- Identify opportunities to improve transition speed, quality, cost efficiency, and scalability.
Skills & Qualifications:
Required:
- Bachelor's degree in Business, Management, Information Technology, Engineering, or a related field.
- 8+ years of experience in project management, transitions, implementations, or program management within the BPO, outsourcing, shared services, or related industry.
- Proven experience leading complex, enterprise-level projects involving multiple cross-functional teams.
- Strong experience managing end-to-end BPO transitions, implementations, and operational launches.
- Demonstrated experience developing project governance, frameworks, processes, and implementation systems.
- Strong client-facing and executive stakeholder management skills.
- Excellent communication, presentation, organization, and problem-solving capabilities.
- Strong understanding of BPO operations, including workforce, training, quality, technology, and operational readiness.
Preferred:
- PMP, PRINCE2, Agile, Lean Six Sigma, or other relevant project/program management certification.
- Experience managing large-scale multi-site or multi-country transitions.
- Experience with CRM, telephony, WFM, workflow, automation, or other technology implementations supporting BPO operations.
- Experience working with enterprise clients and complex contractual/service-level requirements.
- Experience establishing Project Management Offices (PMOs), transition offices, or enterprise implementation frameworks.
- Experience in transformation, process improvement, or organizational change initiatives.
Why Join Pinnacle Intelligence?
Pinnacle Intelligence offers a unique opportunity to be part of a growing and innovative company that is redefining intelligent business solutions for the automotive retail industry. We provide a collaborative work environment, opportunities for professional growth, and the chance to make a significant impact on our clients' success. If you are a skilled and passionate individual eager to contribute to a dynamic team, we encourage you to apply!
