Sr. Manager Program, OB (Hybrid)

Sr. Manager Program, OB (Hybrid) Chicago, IL This role manages the health, consistency, and scalability of the Organizational Biopsy™ client experience. While leading a limited number of high‑touch engagements and demo conversations, this role focuses primarily on portfolio‑level relationship ownership, developing and enabling Program Specialists, and overseeing day‑to‑day Organizational Biopsy™ survey operations. It serves as the primary escalation point for client service issues and leads operational changes that strengthen delivery quality and reliability. The role ensures the program runs predictably, responsively, and in alignment with broader service and product strategies. It manages professional staff and/or supervisors, generally managing a homogenous team, and is responsible for business results of an area of expertise or a small discipline – primarily operational. Responsibilities Program Management Own end‑to‑end delivery of the Organizational Biopsy™ program including client acquisition and product demonstrations, client onboarding, survey configuration and administration, assistance with driving response rates, preparation of reporting deliverables, and issue resolution. Develop and implement operational changes related to delivery, partnering with physician faculty, Data and Technology, MMX, and senior leadership as appropriate. Oversee core survey operations, including timelines, workflows, quality controls, and exception handling. Design, document, and refine internal workflows, tools, and operating procedures to improve efficiency, consistency, and delivery quality. Drive continuous improvement of operations based on delivery experience, client feedback, and evolving program needs. Partner with the Data and Technology team to translate client insights and internal workflow needs into survey platform enhancements and requirements that streamline operations and strengthen the client experience. Relationship Management Lead demo calls and support sales, onboarding, and renewal conversations independently and in partnership with MMX commercial and service teams where relevant. Serve as the senior relationship owner for clients, tracking relationship health, milestones, renewals, and risk across the portfolio. Independently develop and execute service recovery plans for high‑touch or at‑risk clients, exercising judgment to resolve issues proactively and in line with resource or methodology constraints. Act as the primary escalation point for client service challenges, coordinating resolution across Faculty, Data, and Technology partners. Maintain close coordination with the Activation team, MMX service team, and Joy in Medicine team to ensure a seamless, coherent client experience across touchpoints. Lead and/or support program evaluation and customer understanding efforts. Program Operations and Enablement Set clear standards, expectations, process documentation, and workflows to ensure consistent service quality and execution. Own cross‑functional coordination and handoffs across Product, Faculty, Data, Marketing, Legal, and Technology teams. Inform staffing, resourcing, and capacity planning decisions based on projected survey volumes, client growth, and planned process efficiency gains. Define and oversee training, onboarding, and enablement related to demos, survey setup, survey execution, and deliverable creation processes. Staff Management Lead, mentor, and provide management oversight for staff. Set objectives, evaluate employee performance, and foster a collaborative team environment. Develop staff knowledge and skills to support career development. May include other responsibilities as assigned. Requirements Bachelor's degree required. 7+ years of experience in leading delivery of client‑facing surveys, assessments, or evaluation programs, with direct ownership of client relationships, operational execution, and service quality. Demonstrated experience owning delivery and evolution of survey‑based programs, balancing client relationships, operational systems, and quality standards in complex, ambiguous contexts. Experience in people management required; able to attract and develop talent. Strong client relationship management skills, including the ability to build trust, manage risk, and hold firm on standards in the face of client pushback. Ability to navigate ambiguity, exceptions, and competing priorities while maintaining program rigor, credibility, and consistency. Ability to translate methodological, product, or analytic requirements into clear, repeatable operational processes and refine them based on delivery experience. Experience overseeing operational workflows involving data collection, quality control, and delivery at scale, including identifying and addressing systemic gaps. Working understanding of health systems, including organizational structures, decision‑making dynamics, and operational constraints. Familiarity with health systems, physician roles, practice environments, and professional culture, and how these shape engagement with survey and evaluation programs strongly preferred. Ability to use feedback, data, and delivery experience to refine processes and participant experience. Strong communication and coordination skills, enabling effective collaboration across service, data, technology, and faculty partners. Some travel required. The salary range for this position is $104,872–$138,737. Employees are also eligible to participate in an incentive plan. To learn more about the benefits offerings, please consult the benefits guide. We are an equal opportunity employer, committed to diversity in our workforce. All qualified applicants will receive consideration for employment. As an EOE/AA employer, the American Medical Association will not discriminate in its employment practices due to an applicant’s race, color, religion, sex, age, national origin, sexual orientation, gender identity, veteran, or disability status. #J-18808-Ljbffr