Manager, Proactive Interventions and Retention (PRINT)

At Athena, we empower possibility through transformative delegation. True leaders reflect on what they want in life and map out the path to get there. Athena is the path. We offer rigorously tested delegation coaching technology and an exceptional Philippines-based EA to keep our driven clients moving forward. The result is 10x more leverage, more time, and more impact in work and life. With 2,500+ successful EA placements, we help ambitious leaders reach their most audacious goals. Role Overview The Manager, Proactive Intervention and Retention (PRINT) at Athena is a strategic leadership role that will manage and grow a critical sub function within Operations: Executive Support and Interventions. The role will focus on creating systems to manage and minimize partnership escalations and building out programs that help build great partnerships.. Our ideal candidate combines proven 0-to-1 build experience with inspiring people leadership, driving high-performing outcomes towards measurable success. The role will report directly to the COO to start. Key Responsibilities Executive Support & Escalation Prevention • Build the Executive Support function from the ground up with a strong emphasis on early-stage intervention, clear workflows, proactive KPIs, and robust training. • Mobilize cross-functional working groups across Sales, Billing, Operations, and Legal to intervene early, stabilize high-risk situations, and prevent client concerns from escalating. • Engage directly with clients to rebuild trust, de-escalate issues in real time, and ensure swift, accurate resolution. • Conduct in-depth root cause analyses to identify patterns, address systemic issues, and reduce the likelihood of future escalations. • Redesign and optimize client support pathways to increase efficiency, shorten resolution timelines, and strengthen the preventative layers of the support system. • Translate insights into policy and process improvements that bolster client retention and minimize recurrence of similar issues. • Scale the Executive Support team to effectively manage both current demand and future growth, with a focus on proactive outreach and intervention capacity. Operations Leadership Coaching as a Preventative Mechanism • Develop and facilitate comprehensive coaching playbooks that strengthen managers negotiation and escalation capabilities -proactively addressing the core drivers of potential escalations. • Implement and refine proactive (planned) and reactive (trigger-based) milestones across the client journey to intercept and address risks early. • Partner with internal teams to diagnose partnerships' most likely challenges and design targeted interventions that prevent downstream friction. • Build systems to measure impact, track progression, and highlight improvements that contribute to long-term stability. Cross-Functional Collaboration & Leadership • Cultivate strong cross-functional relationships to ensure Executive Support and intervention initiatives are integrated, preventative in nature, and aligned with company-wide goals. • Lead and develop a high-performing function through clear vision, metrics, and processes that prioritize early intervention, client stability, and long-term success. Key Stakeholders • VP, Membership • Operations VPs and Directors • Chief Operations Officer • Membership, Learning Experience, Operations, Data, Sales and Billing departments Core Requirements & Qualifications • 8+ years in customer experience/operations roles, ideally in B2C or B2B2C environments with a customer-centric focus • 5+ years managing and scaling functions in fast-paced, entrepreneurial settings • Exceptional client presence and interpersonal skills • Proven track record of building new functions (0 to 1) with supporting tools, systems, and metrics • Servant leadership, balancing strategic vision with hands-on support • Strong operational rigor and data-driven decision making • Sound analytical abilities with action-oriented problem solving • Experience leading complex cross-functional initiatives towards shared goals • Polished written and oral communication skills • Bachelor's degree required; MBA or relevant advanced degree preferred Equal Opportunity Employer: At Athena, we are deeply committed to fostering an inclusive and diverse workplace environment. We believe that diversity enriches our organization, enhances creativity, and drives innovation. We are dedicated to providing equal employment opportunities to all individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by applicable laws. We strive to create an environment where everyone feels valued, respected, and empowered to contribute their unique perspectives and talents. We actively promote diversity and inclusion through our hiring practices, employee development initiatives, and company culture, recognizing that it is essential for our success as a company and as a community. Apply tot his job