Sr. Manager Program, OB (Hybrid)

Sr. Manager Program, OB (Hybrid)

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 Organizational Biopsy™ 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 Organizational Biopsy™ 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 Organizational Biopsy™ 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 Organizational Biopsy™ 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 Organizational Biopsy™ 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 for Organizational Biopsy based on projected survey volumes and client growth as well as 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.

Responsible for setting objectives, evaluating employee performance, and fostering a collaborative team environment.

Responsible for developing staff knowledge and skills to support career development.