Project Manager, Customer Success Operations

ModMed•Boca Raton, FL

1d•Hybrid

About The Position

At ModMed, we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care. A Culture of Excellence When you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes: Consistently ranked as a Top Place to Work 2025 Globee Business Awards: Gold Globee for “Technology Team of the Year” 2025 Black Book Awards: Ranked #1 EHR in 11 Specialties Florida Venture Forum: Venture-Backed Company of the Year We are growing fast, thinking big, and we are just getting started. Ready to modernize medicine with us? Job Description Summary: The Project Manager, CS Operations, serves as a strategic catalyst for organizational excellence. In this role, you will go beyond traditional task tracking to oversee the successful execution of moderate-to-complex projects that directly improve the Customer Success experience. You are responsible for project planning, risk management, and stakeholder alignment, with a heavy emphasis on identifying operational friction and driving sustainable change. This role sits at the heart of our Continuous Improvement function, utilizing data-driven methodologies to optimize workflows and applying robust Change Management strategies to ensure high adoption and long-term success. Your goal is to ensure ModMed works smarter, delivers measurable ROI, and provides a seamless journey for our customers.

Requirements

Bachelors degree - preferred Healthcare, Management Information Systems, Business Administration, Operations
2-5 years Related healthcare and/or project management experience
Experience working in a PMO as a Project Manager leading medium to large process excellence, technology delivery, merger and acquisitions business integration, and operational readiness projects

Responsibilities

Lead the full project lifecycle using Agile or Hybrid methodologies.
Define scope, resource needs, and timelines while ensuring every initiative aligns with ModMed’s overarching strategic goals.
Proactively identify bottlenecks within CS workflows.
Utilize Continuous Improvement frameworks to redesign processes that eliminate waste and improve internal efficiency.
Develop and execute change management plans that minimize "change fatigue."
This includes conducting impact assessments, creating communication loops, and partnering with leadership to drive cultural buy-in and high user adoption.
Serve as the primary bridge between CS, Product, IT, and Engineering.
Facilitate alignment to ensure that technical requirements meet operational needs and that dependencies are managed across business units.
Identify project risks and dependencies early.
Don't just report issues, drive the resolution strategy and escalate with data-backed recommendations to minimize impact.
Deliver executive-level dashboards and reports that go beyond status updates.
Focus on measurable outcomes, project health, and the realized ROI of process improvements.
Evangelize PMO best practices.
Provide guidance to team members on how to integrate Continuous Improvement/Change Management thinking into their daily work, fostering a culture of perpetual growth.
Synthesize complex project data and Continuous Improvement outcomes into high-impact executive presentations and periodic readouts.
Deliver clear, data-driven narratives to senior leadership that facilitate informed decision-making, secure buy-in for new initiatives, and demonstrate measurable ROI.

Benefits

United States 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, and 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.