Program Manager, Business Issue Management
About The Position
The Program Manager, Business Issue Management supports the effective identification, management, and resolution of business issues across the organization. This role assists with the intake management, assessment, and prioritization of submitted issues, ensuring tickets are complete, accurate, and actionable by proactively gathering missing information from submitters and stakeholders. They will work cross‑functionally to coordinate resources, support issue resolution, and remove blockers, while providing clear communication and status updates to operational teams and leadership. The role is responsible for validating issue closure and partnering with teams to implement improvements that reduce recurrence and strengthen business processes. This position requires strong analytical thinking, relationship management, and the ability to operate effectively in a dynamic environment with competing priorities. The role operates with enterprise awareness but escalates to the Program Manager III & IV when issues require enterprise level alignment, governance, or executive decision making. The role must function with little to no managerial oversight. Performs other duties as assigned.
Requirements
- Bachelor's degree or equivalent experience in related field
- 5+ years of work experience beyond degree interacting with leadership at the Manager level and above, claims knowledge or member services experience with a focus on issue resolution
Nice To Haves
- Experience using ServiceNow as a workflow and tracking tool
- Formal process improvement training or certifications, such as Lean, Six Sigma, or Lean Six Sigma, with applied experience
- Executive Presence – synthesizes complex information into concise updates timely, provide recommendations with confidence and transparency
- Change Navigation & Ambiguity Tolerance – thrives in environments with shifting requirements, evolving contexts, and incomplete information
- Relationship Management – ability to successfully navigate cross-functional leadership, building trust, balance competing priorities, manages expectations with clarity and professionalism
Responsibilities
- Assist with the management, assessment, and prioritization of business issues submitted through the Business Issue Resolution process; ensure each ticket contains complete, accurate, and actionable information by proactively gathering missing details from submitters and stakeholders to support timely management, assignment, and resolution
- Manage business issues as structured bodies of work by defining objectives, scope, milestones, and success criteria.
- Drive issue progression from intake through resolution by coordinating activities, monitoring timelines, managing dependencies, and ensuring commitments are met.
- Facilitate issue level leadership discussions to align on priority, scope, risks, and resolution approach. Prepare clear materials, options, and recommendations to support informed decision making, and translate decisions into documented actions and next steps.
- Identify cross functional dependencies, downstream impacts, and scope considerations associated with business issues. Proactively surface risks, trade offs, and capacity constraints, escalating to the Program Lead when enterprise level alignment or governance is required.
- Coordinate cross functional teams to execute issue resolution plans, remove blockers, and manage dependencies. Ensure accountable ownership is established and sustained throughout the resolution lifecycle.
- Serve as the primary point of coordination among operational teams, leaders, and supporting partners. Provide clear, timely status updates and documentation to ensure transparency, shared understanding, and alignment across stakeholders.
- Maintain accurate documentation, status reporting, and issue artifacts in alignment with established tools and standards. Ensure decisions, actions, and closure evidence are captured to support accountability, auditability, and continuous improvement.
- Validate that issues are fully resolved and closed appropriately. Document lessons learned and partner with teams to implement preventative actions that reduce recurrence and strengthen business processes.
- Perform additional responsibilities in support of departmental and organizational objectives.
Benefits
- competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
