Program Manager – Customer Onboarding

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

📋 Description

• Oversee the complete delivery of PartsSource's most significant and intricate customer programs across enterprise health systems, Integrated Delivery Networks (IDNs), and multi-site organizations.

• Direct cross-functional project teams that include Engagement Managers, Implementation Specialists, technical experts, third-party partners, and various departmental teams.

• Act as the primary accountable contact for customer executives and manage the integrated program.

• Develop and maintain comprehensive program plans that include critical paths, sequencing logic, milestones, and dependency mapping.

• Convert multi-solution commercial agreements into a clear delivery scope and manage the master statement of work.

• Assess program effort, identify resource gaps, negotiate capacity, and oversee program-level change requests.

• Design and implement governance frameworks, integration schedules, and executive Steering Committees.

• Generate reports on progress, risks, decisions made, and value delivered.

• Oversee program risks, technical integrations, data feeds, interfaces, asset migrations, ERP connections, and relationships with third-party delivery partners.

• Organize onsite activities across various facilities and locations, including inventories, deployments, and go-live support.

• Lead change management efforts, validate adoption, ensure benefits realization, and manage the Customer Onboarding Index results to meet the 85%+ standard.

• Guide the In-Market Support phase transitioning to Services and Customer Success.

• Conduct retrospectives to enhance implementation methodology.

• Coordinate resources across solution practices and establish transitions with Services and Customer Care.

• Promote platform enhancements with Product and Engineering teams.

• Create reusable delivery assets and mentor Engagement Managers and junior program managers.

⛳️ Requirements

• A minimum of 7 years of experience delivering enterprise programs or complex implementations from scoping through benefits realization in healthcare, health technology, or a related industry.

• At least 3 years of experience managing programs that involve multiple concurrent workstreams under a unified plan with interdependent components.

• Proven ability to lead matrixed delivery teams without formal authority, ensuring accountability from peers and senior stakeholders.

• Prior experience in integrating technology solutions into clinical operations to enhance clinical and care capacity through formal cross-functional change management involving multi-disciplinary stakeholders.

• Familiarity with multi-site or multi-entity rollouts within health systems, IDNs, or similar distributed organizations.

• Experience in managing programs with various technical integrations and relationships with third-party applications, vendors, or delivery partners.

• A successful track record of managing complex, multi-stakeholder client relationships at the VP or C-suite level.

• Excellent executive communication skills and the ability to maintain composure under pressure.

• Willingness to travel up to 50% to support client implementations, executive reviews, and onsite activities.

• Legal authorization to work in the U.S. is mandatory.

• Preferred: direct experience in clinical engineering, biomedical, or managed equipment services.

• Preferred: understanding of service contract mechanics, OEM versus ISO service trade-offs, and acute care versus ambulatory environments.

• Preferred: familiarity with enterprise program commercial structures, including master agreements, subordinate SOWs, joinders, and phased site additions.

• PMP, PgMP, or equivalent program management certification is preferred.

🏝️ Benefits

• Competitive compensation package that includes salary, incentives, company ownership/equity, and comprehensive benefits such as 401k matching, health coverage, college debt reduction, and more!

• Opportunities for career and professional development through training, coaching, and diverse experiences.

• A hybrid work culture featuring modern and attractive workspaces that promote flexibility, collaboration, and productivity.

• An inclusive and diverse community of passionate professionals dedicated to learning and growing together.