Program Manager, CS Operations
ModMed•Remote-FL, FL
•Hybrid
About The Position
The Program Manager, CS Transformation serves as a senior strategic partner and visionary architect responsible for designing, innovating, and executing future-state operating models across ModMed's onboarding, training, and support ecosystems. This position bridges the gap between high-level corporate strategy and cross-functional execution by turning ambiguous organizational challenges into actionable, margin-aligned program roadmaps. Leading with a unique blend of process design and change management, the role establishes comprehensive governance structures and segmented service models to drive massive operational scalability while keeping the customer experience paramount.
Requirements
- Bachelor's Degree: Business Administration, Healthcare, Management, Information Systems, Operations, or related strategic fields.
- 10+ years of experience in Program Management, Business Transformation, Management Consulting, or Customer Operations.
- Proven experience leading large-scale cross-functional transformation initiatives.
- Track record managing matrixed, multi-stakeholder priorities and complex organizational change.
- Journey Architecture, Program Governance, Stakeholder Facilitation, Change Management, Performance Metrics & ROI Tracking, Operational Scaling, Cross-Functional Leadership, Risk Mitigation, Adoption Strategy, Executive Presentation, Master-level facilitation, strategic roadmap development, risk management, workshop leadership, and executive presentation capabilities.
- Project Management Professional (PMP) Certification.
- Lean Six Sigma Certification.
Nice To Haves
- Agility: Embraces change as a growth opportunity; learns from successes and failures and adapts to new challenges.
- Communication: Understands audience needs and clearly expresses ideas to build trust, ensure understanding, and collaborate effectively.
Responsibilities
- Lead the upstream architectural design and definition of future-state operating models across Customer Success. Convert abstract corporate objectives and strategic initiatives into structured, multi-stream transformation roadmaps that optimize organizational structures and drive long-term margin alignment.
- Drive the complete architectural redesign of the implementation and customer education experience into tailored, segmented engagement models (ranging from digital self-paced journeys to high-touch consultative frameworks) based on complexity and customer needs.
- Lead complex discovery sessions, executive alignment workshops, and business case development to invent net-new organizational capabilities. Synthesize widespread organizational friction and market shifts into actionable service delivery frameworks before they are transitioned to CS Operations for deployment.
- Proactively identify system gaps and operational bottlenecks across post-sale teams; design and implement scalable, standardized service delivery models leveraging automation and digital enablement to drive efficiency.
- Author and implement comprehensive organizational change management strategies, including impact assessments, targeted stakeholder communication, readiness planning, and adoption support to ensure structural shifts achieve high long-term adoption.
- Partner directly with executive leadership to continuously compile feedback, synthesize metrics, and formulate actionable implementation recommendations, corporate presentations, and long-term transformation roadmaps.
- Retain final accountability for tracking and delivering targeted operational cost-savings and efficiency gains, building clear metric structures to validate the ROI and value stream of all active transformation initiatives.
Benefits
- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
- 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
- Generous Paid Time Off and Paid Parental Leave programs
- Company paid Life and Disability benefits
- Flexible Spending Account
- Employee Assistance Programs
- Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed
- Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning
- Global presence and in-person collaboration opportunities; dog-friendly HQ (US)
- Hybrid office-based roles and remote availability for some roles
- Weekly catered breakfast and lunch
- treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
