Program Manager, CS Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the architectural design and formulation of future-state operating models within Customer Success.

• Transform abstract corporate objectives and strategic initiatives into organized, multi-faceted transformation roadmaps that enhance organizational structures and promote long-term margin alignment.

• Spearhead the comprehensive architectural overhaul of the implementation and customer education experience into customized, segmented engagement models (ranging from digital self-paced journeys to high-touch consultative frameworks) tailored to complexity and customer requirements.

• Facilitate intricate discovery sessions, executive alignment workshops, and business case development to create innovative organizational capabilities.

• Translate widespread organizational friction and market changes into actionable service delivery frameworks prior to their handover to CS Operations for implementation.

• Identify system deficiencies and operational bottlenecks across post-sale teams; design and execute scalable, standardized service delivery models utilizing automation and digital enablement to enhance efficiency.

• Develop and execute comprehensive organizational change management strategies, including impact assessments, targeted stakeholder communication, readiness planning, and adoption support to ensure that structural changes achieve high long-term adoption rates.

• Collaborate directly with executive leadership to consistently gather feedback, analyze metrics, and create actionable implementation recommendations, corporate presentations, and long-term transformation roadmaps.

• Maintain final accountability for monitoring and delivering targeted operational cost-savings and efficiency improvements, establishing clear metric structures to validate the ROI and value stream of all ongoing transformation initiatives.

⛳️ Requirements

• Bachelor’s Degree in Business Administration, Healthcare, Management, Information Systems, Operations, or other related strategic disciplines.

• Over 10 years of experience in Program Management, Business Transformation, Management Consulting, or Customer Operations.

• Demonstrated experience leading large-scale, cross-functional transformation initiatives.

• Proven ability to manage matrixed, multi-stakeholder priorities and complex organizational changes.

• Expertise in Journey Architecture, Program Governance, Stakeholder Facilitation, Change Management, Performance Metrics & ROI Tracking, Operational Scaling, Cross-Functional Leadership, Risk Mitigation, Adoption Strategy, Executive Presentation, Master-level facilitation, strategic roadmap development, risk management, workshop leadership, and executive presentation skills.

• Project Management Professional (PMP) Certification.

• Lean Six Sigma Certification.

• Agility: Welcomes change as a growth opportunity; learns from successes and failures and adapts to new challenges.

• Communication: Recognizes audience needs and articulates ideas clearly to build trust, ensure understanding, and collaborate effectively.

🏝️ Benefits

• Comprehensive medical, dental, and vision benefits, including a company contribution to a Health Savings Account.

• 401(k): ModMed offers a matching contribution of 50% of your deferral on up to 6% of your compensation each pay period. After one year of employment, 100% of any matching contribution becomes yours to keep.

• Generous Paid Time Off and Paid Parental Leave programs.

• Company-paid Life and Disability insurance benefits.

• Flexible Spending Account and Employee Assistance Programs.

• Company-sponsored Business Resource & Special Interest Groups that foster engaged and supportive communities within ModMed.

• Opportunities for professional development, including tuition reimbursement and unlimited access to LinkedIn Learning.

• Global presence with in-person collaboration opportunities; dog-friendly headquarters (US).

• Hybrid office roles with remote availability for certain positions.

• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms at our BRIC headquarters.