Health Plan Operations Program Manager Customer Strategy & Operations

The Sr. Program Manager Customer Strategy & Operations will lead customer strategy and operational execution across the JHHC Solutions portfolio translating customer priorities population health insights and performance data into coordinated account plans scalable workflows customer retention strategies and measurable growth outcomes.

The Sr. Program Manager Customer Strategy & Operations will serve as the strategic lead for assigned key employer customer relationships while also providing portfolio-level leadership for customer engagement operational prioritization and continuous improvement. The position complements the existing Senior Program Manager role focused on strategic relationships clinic growth business development pricing competitive positioning and new customer implementations.

Responsibilities:

• Lead portfolio-wide customer engagement customer strategy and operations planning ensuring each assigned customer has clear goals success measures engagement plans and growth opportunities.

• Serve as strategic lead for assigned key employer customer accounts including executive relationship management business reviews customer retention contract renewals service recovery and identification of expansion opportunities.

• Develop and oversee account strategies that align customer priorities population health needs operational capabilities and organizational goals.

• Provide strategic guidance and mentorship related to account management activities ensuring consistency in customer engagement service delivery and renewal planning.

• Partner closely with the Senior Program Manager responsible for Strategic Relationships & Growth to coordinate implementation activities account expansion opportunities and seamless transitions from new business into ongoing customer support.

• Oversee account management activities for assigned customers and programs including recurring meetings reporting issue resolution customer communications and follow-up.

• Lead retention and renewal planning identifying customer risks and developing mitigation strategies.

• Design and implement data-informed customer engagement and population health strategies including utilization initiatives interventions incentives education webinars case studies and other customer success initiatives.

• Review customer reports and deliverables for accuracy quality strategic relevance and alignment with contractual commitments.

• Analyze utilization operational satisfaction and population health data to identify trends risks opportunities and recommended actions.

• Provide leadership and prioritization for customer operations activities ensuring resources are aligned with organizational goals and customer commitments.

• Oversee customer systems and operational infrastructure including Salesforce DrChrono Health Cloud Confluence Qualtrics Zoom customer portals and relevant integrations workflows access and training.

• Ensure timely accurate invoicing and pricing support for assigned customers and programs including vendor-related workflows as applicable.

• Establish and monitor key performance indicators customer health metrics service levels reporting standards and operational performance measures.

• Oversee customer satisfaction and feedback programs including patient satisfaction surveys Net Promoter Score processes reporting follow-up activities and improvement initiatives.

• Maintain complete accurate and current customer documentation account plans records and action items within Salesforce and Confluence.

• Coordinate with Product Growth Marketing Finance clinicians faculty and operational partners to improve customer outcomes and standardize scalable processes.

• Provide operational support and coordination for business development marketing industry collaboration faculty innovation and other Solutions lines of business.

• Identify opportunities to leverage automation analytics digital health technologies and artificial intelligence to improve customer experience reporting operational effectiveness and team productivity.

• Provide leadership coaching and operational guidance to customer engagement and operations staff as assigned.

• Serve as an escalation point for customer operational reporting and service-delivery issues requiring senior-level intervention.

• Perform other related duties as assigned.

Requirements:

Education:

Bachelors degree required with a concentration in Business Management preferred. Masters Degree in a related field is a plus.

Work Experience:

Senior Level requires at least 5 years experience in health care-related business consulting or program development and/or project coordination/management preferably in an academic medical center or major corporate institution. Public health business development experience preferred. Health care health research or other technical health sector experience beneficial.

Preferred Work Experience:

7 years of experiencein healthcare customer engagement customer success healthcare operations population health account management consulting program management or related healthcare leadership roles.

Experience leading complex customer portfolios and cross-functional initiatives with measurable customer financial operational utilization or clinical outcomes.

Previous leadership supervisory mentoring or team-development experience preferred.

Strong familiarity with healthcare IT population health or analytics solutions.

Specific systems applications projects on which the position will be responsible to develop or maintain:
Salesforce DrChrono Health Cloud Confluence Qualtrics Zoom customer portals customer reporting and analytics tools invoicing workflows and related integrations. Portfolio responsibilities may include various employer customer accounts and Solutions intervention programs.

Up to 30% US Travel

Salary Range: Minimum 44.81/hour - Maximum 71.70/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility. In cases where the range is displayed as a $0 amount salary discussions will occur during candidate screening calls before any subsequent compensation discussion is held between the candidate and any hiring authority.

The Hospital reserves the right to modify employee schedules as needed.

We are committed to creating a welcoming and inclusive environment where we embrace and celebrate our differences where all employees feel valued contribute to our mission of serving the community and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity and expression age national origin mental or physical disability genetic information veteran status or any other status protected by federal state or local law.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.

Required Experience:

IC