Program Manager, CS Operations

Join the Team Modernizing Medicine As a professional-grade, AI-enabled, specialty‑specific cloud platform, ModMed transforms the healthcare experience by placing patients at the center of care. Founded in 2010 by a practicing physician and a successful tech entrepreneur, ModMed has hired doctors and taught them how to code, creating a philosophy of “for doctors, by doctors”. Job Description Summary The Program Manager, CS Transformation serves as a senior strategic partner and visionary architect responsible for designing, innovating, and executing future‑state operating models across ModMed's onboarding, training, and support ecosystems. This role bridges high‑level corporate strategy and cross‑functional execution by turning ambiguous organizational challenges into actionable, margin‑aligned program roadmaps. Role & Responsibilities Strategic Blueprinting & Future‑State Operating Models (25%): Lead upstream architectural design and define future‑state operating models across Customer Success; convert abstract corporate objectives into structured, multi‑stream transformation roadmaps that optimize structures and drive long‑term margin alignment. Journey Architecture & Experience Redesign (20%): Drive architectural redesign of implementation and customer education experience into tailored, segmented engagement models ranging from digital self‑paced journeys to high‑touch consultative frameworks based on complexity and customer needs. Strategic Discovery & Capability Design (15%): Lead discovery sessions, executive alignment workshops, and business case development to invent net‑new organizational capabilities; synthesize friction and market shifts into actionable service delivery frameworks for CS Operations deployment. Scalability, Automation & Standardization Strategy (10%): Identify system gaps and bottlenecks across post‑sale teams; design and implement scalable, standardized service delivery models leveraging automation and digital enablement to drive efficiency. Change Management & Readiness Frameworks (10%): Author and implement comprehensive organizational change management strategies, including impact assessments, stakeholder communication, readiness planning, and adoption support to ensure high long‑term adoption. Executive Strategy & Roadmap Formulation (10%): Partner directly with executive leadership to compile feedback, synthesize metrics, and formulate actionable implementation recommendations, corporate presentations, and long‑term transformation roadmaps. Performance Governance & Cost‑Savings Accountability (10%): Track and deliver targeted operational cost‑savings and efficiency gains, building clear metric structures to validate ROI and value streams of all active transformation initiatives. Skills & Requirements Bachelor’s Degree in Business Administration, Healthcare, Management, Information Systems, Operations, or related strategic fields. 10+ years of experience in Program Management, Business Transformation, Management Consulting, or Customer Operations. Proven leadership of large‑scale cross‑functional transformation initiatives. Track record managing matrixed, multi‑stakeholder priorities and complex organizational change. 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, workshop leadership, and executive presentation capabilities. Project Management Professional (PMP) Certification. Lean Six Sigma Certification. Agility: embraces change as growth, learns from successes and failures, and adapts to new challenges. Communication: effectively tailors ideas to audience needs to build trust and ensure collaboration. Benefits United States comprehensive medical, dental, and vision benefits including a company Health Savings Account contribution. 401(k) with ModMed matching 50% of your contribution deferred on up to 6% of your compensation; 100% of matching contribution kept after one year. Generous Paid Time Off and Paid Parental Leave programs. Company‑paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs. Company‑sponsored Business Resource & Special Interest Groups. Professional development opportunities, tuition reimbursement and unlimited access to LinkedIn Learning. Global presence with in‑person collaboration opportunities and hybrid office‑based roles with remote availability for some roles. Weekly catered breakfast and lunch, treadmill workstations, and wellness rooms within our headquarters. PHISHING SCAM WARNING: ModMed has received reports of imposters posing as hiring managers. Valid communications will come from ModMed email addresses (View email address on click.appcast.io). We will never ask you to purchase equipment or supplies during onboarding. If you receive suspicious communications, please report them to the FTC website. #J-18808-Ljbffr Modernizing Medicine, Inc.