Manager, Professional Services Program

PracticeTek•San Diego, CA

About The Position

About PracticeTek Stop scrolling - your dream job might just be here! At PracticeTek, we don’t do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That’s the vibe here: high-energy, high-impact, and 100% human. Ready to jump in? Let’s go! We’re on a mission to revolutionize healthcare practices effortlessly and we live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide. Over the years, we’ve brought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly. Here, you’ll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you’re building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity. We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren’t just words; they’re how we live, work, and make an impact together.

Requirements

Bachelor’s degree in Industrial Engineering, Systems Engineering, Operations Management, Business, or a related field.
6–9 years of experience in Professional Services, Program Management, or Service Delivery.
People leadership experience managing a delivery team.
Experience managing utilization, capacity planning, and delivery KPIs.
Hands-on experience with Salesforce and service delivery tooling.
Strong analytical, organizational, and communication skills.

Nice To Haves

Healthcare SaaS or regulated industry experience.
Experience supporting websites, digital marketing, or SEO-related services.
Familiarity with NPS programs and retention reporting.

Responsibilities

Lead end-to-end delivery of scoped Professional Services programs including websites, digital advertising, SEO, and expansion services.
Manage multiple concurrent customer workstreams with clear scope, timelines, and delivery standards.
Ensure delivery approaches are aligned to customer segment and service tier.
Drive consistency, predictability, and quality across all service engagements.
Own program planning, prioritization, and execution across active customer engagements.
Track and optimize utilization, capacity, throughput, and delivery efficiency.
Build and maintain operational dashboards and reporting.
Leverage tools including Salesforce, proprietary service delivery platforms, SEO analytics tools such as RankWatch, and WordPress.
Own NPS reporting, trend analysis, and programmatic follow-through for Professional Services.
Translate customer feedback into systemic delivery and experience improvements.
Partner with Customer Success on retention and expansion initiatives.
Own churn and retention reporting tied to Professional Services engagement.
Lead and develop a Professional Services delivery team.
Set expectations related to delivery quality, utilization, and customer experience.
Coach team members on execution and operational best practices.
Serve as the primary escalation point for complex delivery or customer experience issues.
Establish governance and escalation paths for active programs.
Partner with Sales, Product, Operations, and Customer Success teams to ensure delivery alignment.
Partner with Finance and Operations on services forecasting and revenue visibility.
Monitor scope adherence and reduce unplanned or non-contracted work.