Program Manager, Business Transformation & Platform Operations

Role Description

The Program Manager, Business Transformation & Platform Operations serves as a strategic partner supporting business transformation, operational excellence, enterprise platform enablement, reporting, analytics, automation, and continuous improvement initiatives across Care Communications. This role partners with business and technical stakeholders to optimize processes, improve visibility, drive adoption of organizational capabilities, and enable scalable business operations.

This role is intended to create sustainable coverage for critical transformation and platform operations work, reduce key-person dependency, and strengthen continuity across reporting, automation, governance, business compliance, revenue acceleration, and operational improvement efforts.

What you will be doing:

• Lead and support cross-functional business transformation initiatives that improve operational execution, visibility, consistency, and scalability.
• Partner with leaders and stakeholders to identify process gaps, manual workarounds, data quality issues, and opportunities for simplification.
• Translate business needs into practical process, reporting, automation, and platform-enabled solutions.
• Support prioritization, sequencing, readiness, and adoption of business capabilities across multiple stakeholder groups.

Enterprise Platform Enablement & Governance

• Support business-critical platforms and operational tools by coordinating enhancement requests, gathering requirements, supporting testing, and enabling adoption.
• Provide governance, administration support, roadmap coordination, user support, training, and continuous improvement for enterprise business systems.
• Learn new platforms and business processes quickly; develop enough fluency to connect system capabilities to operational needs and business outcomes.
• Partner with technical teams to clarify requirements, validate solutions, support readiness activities, and ensure business users understand process or system changes.

Reporting, Analytics & Automation

• Develop, maintain, or support operational reports, dashboards, metrics, and business insights that improve decision-making and execution.
• Identify automation opportunities that reduce manual effort, improve consistency, and increase operational capacity.
• Support reporting governance, data quality improvement, and standardization of key operational metrics.
• Partner with teams to convert reporting needs into clear requirements, sustainable dashboards, and repeatable reporting routines.

Stakeholder Partnership & Advisory Support

• Serve as a trusted business partner across PMO, PgMO, revenue, compliance, operations, and technical teams.
• Provide advisory support for business compliance, revenue acceleration, value-stream strategy, quoting transformation, reporting, automation, and process improvement needs.
• Communicate priorities, risks, tradeoffs, and recommendations clearly to business leaders and cross-functional partners.
• Help leaders identify which initiatives should be protected, deferred, or re-scoped based on available capacity and business impact.

Documentation, Knowledge Transfer & Business Continuity

• Create and maintain process documentation, playbooks, standard work, and training materials for key platforms, reporting routines, and operational processes.
• Support knowledge transfer and cross-training to reduce reliance on a single individual for critical work.
• Build repeatable processes and governance routines that support long-term continuity and scalability.
• Maintain visibility to open risks, enhancement requests, reporting needs, and operational dependencies.

Qualifications

• Bachelor’s degree or higher in business, operations, analytics, information systems, program management, process improvement, or related field.
• 5+ years of experience in program management, business transformation, business analysis, operational excellence, reporting, automation, platform operations, or process improvement.
• Experience supporting enterprise applications, operational platforms, reporting tools, workflow solutions, or business systems.
• Demonstrated ability to learn new platforms, processes, and technologies and quickly become a credible business partner.
• Strong analytical, problem-solving, prioritization, and communication skills.
• Experience gathering requirements, documenting business processes, supporting testing, enabling adoption, and translating business needs into scalable solutions.
• Ability to work across business and technical teams, manage competing priorities, and communicate risks and recommendations clearly.

Preferred Qualifications

• Experience with enterprise resource planning, customer relationship management, professional services automation, project portfolio management, workflow automation, analytics, or reporting platforms.
• Experience with Microsoft Power BI, Power Automate, SharePoint, Microsoft 365, Dynamics 365, Kantata, or similar platforms preferred, but not required.
• Experience supporting regulated, healthcare, compliance-driven, or operationally complex business environments.
• Experience with process improvement, change enablement, operational governance, data quality, and performance metrics.
• Project Management Professional, Certified Associate in Project Management, business analysis, Lean, Six Sigma, or continuous improvement certification preferred.

Benefits

• Comprehensive compensation and benefits packages for eligible roles.
• Medical and dental coverage that starts on day one.
• Insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance.
• Employee Stock Purchase Plan (ESPP) with the ability to purchase company stock at a discount.
• 401(k) Retirement Savings Plan (RSP) with options for employee contributions and company matching.
• Flexible Spending Accounts and educational assistance programs.
• Paid holidays and paid time off ranging from 20 to 35 days based on length of service.
• Family and medical leaves of absence, and paid parental leave.
• Commuting benefits, Employee Discount Program, Employee Assistance Program (EAP), and childcare benefits.