Senior Program Manager

Role Summary

One Health Link is seeking a Senior Program Manager, Customer Success to independently

manage a portfolio of healthcare and health plan clients across the full customer lifecycle—from

implementation and launch through ongoing operations, performance optimization, change

management, and expansion.

This is a client-facing role requiring strong healthcare payer domain expertise, excellent program

management skills, and the ability to develop trusted relationships with client business and

operational leaders. The Senior Program Manager will serve as the primary day-to-day owner for

assigned accounts, understand each client's business objectives, coordinate delivery across

internal teams, monitor program performance, resolve issues, and identify opportunities to

improve and expand programs.

The ideal candidate understands health plan operations and member-facing programs and can

independently translate client business needs into actionable solutions while effectively partnering with Product, Engineering, Analytics, and other internal teams.

About One Health Link

One Health Link (OHL) is a fast-growing healthcare technology company transforming how

health plans engage, support, and navigate their members through the power of AI. Our AI-

native platform combines intelligent agents, healthcare data, advanced analytics, and

omnichannel engagement to deliver personalized experiences across complex healthcare

journeys. We partner with leading health plans and healthcare organizations to turn fragmented,

manual processes into intelligent, scalable experiences that improve member outcomes and

operational efficiency. As we continue to scale, we are building a high-performing team that

values ownership, speed, technical excellence, and disciplined execution.

Key Responsibilities

Client & Portfolio Management

• Serve as the primary relationship and program owner for an assigned portfolio of health plan and healthcare clients.
• Develop a strong understanding of each client's business objectives, programs, workflows, stakeholders, and success measures.
• Build trusted relationships with client business, operational, clinical, and technology stakeholders.
• Lead regular client meetings, status reviews, performance discussions, and ongoing communications.
• Proactively identify client concerns, risks, and opportunities before they become escalations.

Implementation & Program Delivery

• Lead assigned clients from implementation planning through testing, launch, stabilization, and transition to ongoing operations.
• Develop and maintain implementation plans, milestones, dependencies, risks, decisions, and client deliverables.
• Coordinate across Product, Engineering, Analytics, QA, and other internal teams to ensure commitments are delivered on time and with quality.
• Manage client expectations regarding scope, priorities, timelines, dependencies, and changes.

Ongoing Operations & Performance

• Own ongoing program performance for assigned accounts after implementation.
• Monitor operational, engagement, and outcome metrics and identify areas requiring attention or improvement.
• Lead client discussions regarding program performance, issues, trends, and opportunities.
• Coordinate investigation and resolution of production issues, client requests, and operational problems.
• Ensure appropriate follow-through and closure of client commitments and action items.

Change Management & Solutioning

• Understand and assess client requests for program changes, enhancements, and new capabilities.
• Translate business needs into clear requirements and work with Product and Engineering to determine appropriate solutions.
• Distinguish between operational changes, configuration changes, product enhancements, and custom development.
• Help clients identify solutions that achieve their business objectives while aligning with One Health Link's platform capabilities and product strategy.

Account Growth & Expansion

• Identify opportunities to expand existing programs, introduce additional use cases, and increase adoption of One Health Link capabilities.
• Partner with Sales, Product, and leadership on account expansion and solution development.
• Develop a strong understanding of client priorities and proactively identify where One Health Link can deliver additional value.
• Support renewals, expansion discussions, and strategic account planning.

Required Qualifications

Education

• Bachelor's degree required.
• Master's degree in healthcare administration, public health, business, or a related field preferred.

Experience

• 7+ years of experience in healthcare program management, customer success, implementation, consulting, or client delivery.
• Strong experience working with health plans/payers, preferably including Medicare Advantage, Medicaid, Stars/Quality, pharmacy, care management, member engagement, clinical programs, or health plan operations.
• Experience independently managing enterprise healthcare clients and complex, cross- functional programs.
• Experience implementing and supporting healthcare technology, SaaS, digital health, or data/analytics solutions.
• Demonstrated experience managing programs beyond implementation into ongoing operations, performance improvement, and account growth.

Key Skills & Attributes

• Strong healthcare payer domain knowledge and ability to understand client business problems without relying heavily on internal subject matter experts.
• Strong executive and client communication skills, with the ability to communicate effectively with both business and technical stakeholders.
• Excellent program management, organization, prioritization, and follow-through.
• Ability to translate client business needs into actionable requirements and solutions.
• Strong analytical skills and comfort interpreting operational and outcome data.
• Ability to manage multiple clients and concurrent priorities in a fast-paced environment.
• Strong judgment regarding when to independently resolve an issue and when to escalate.
• Commercial mindset with the ability to recognize opportunities for additional value,adoption, and account expansion.
• High degree of ownership, accountability, responsiveness, and attention to detail.