Retention Program Manager, Sr.

SCAN Health Insurance • California, MO

1d • Remote

About The Position

A Senior Program Manager is responsible for overseeing and managing multiple projects within an organization. They lead cross-functional teams, develop project plans, monitor progress, allocate resources, and ensure that projects are completed on time and within budget. Senior Program Managers also communicate with stakeholders, identify risks, and implement strategies to mitigate challenges. They play a key role in driving organizational success and achieving strategic objectives.

You Will
Executes programs that meet the needs of the organization or its employees or customers. Participates in all aspects of corporate programs, including planning, budgeting, staffing, and performance. Promotes the program throughout the organization and tracks utilization. Supervises the work of program or project staff to ensure that work in completed on time or in accordance with established standards or specifications. Evaluates program effectiveness by collecting and analyzing data in support of key performance metrics. Ensures that activities are in compliance with organizational policies and any relevant external regulations. Provides reports and updates to senior management or other stakeholders.

Leads the weekly cross-functional retention workgroup by establishing agendas, facilitating discussion, aligning stakeholders, and driving accountability for retention-focused initiatives and follow-up actions. Supports and runs other retention related workgroups and meetings as assigned. Reviews, analyzes, and prepares retention performance insights to identify trends, risks, and opportunities, and translates findings into actionable recommendations for leadership and cross-functional partners. Helps establish annual retention goals and track progress toward those goals, surfacing deviations early with insights into why goal misses occurred. Partners with market and network teams to identify retention opportunities, evaluate drivers of disenrollment risk, and support coordinated action plans that improve member experience and retention outcomes. Designs and manages retention campaigns, events, and activities from concept through execution, including campaign strategy, target population planning, timelines, stakeholder coordination, and readiness activities. This includes developing campaign talking points, call guidance, training materials, and supporting documentation; coordinating implementation readiness and team training; overseeing telephony configuration, workflow documentation, process tracking, and issue resolution; and building tracking tools, reporting processes, and performance summaries to support stakeholder and leadership report-outs. Collaborates in the design, refinement, and validation of data models used to identify members for retention outreach, ensuring business requirements are accurately translated into actionable targeting logic. Prepares executive-ready summaries, presentations, and recommendations that communicate retention strategy, campaign results, operational progress, and emerging opportunities to leadership audiences. Other member experience related functions as needed. Other duties as assigned.

We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

Requirements

• Bachelor's Degree or equivalent experience
• 5-7 years of related experience
• Prior experience in retention, strategy, sales/growth, or payor operations preferred.
• Business Insight – Applies understanding of retention strategy, payer operations, and business drivers to inform decisions and recommendations.
• Drives Results – Establishes goals, monitors performance, and proactively addresses risks to achieve retention outcomes.
• Data & Analytical Acumen – Uses data to identify trends, evaluate performance, surface risks, and generate actionable insights.
• Program and Project Management – Effectively manages multiple initiatives, timelines, dependencies, deliverables, and stakeholder coordination.
• Member Focus – Keeps the member experience at the center of retention strategies, decisions, and improvement efforts.
• Cross-Functional Collaboration – Builds strong partnerships across teams, aligns stakeholders, and drives coordinated action to support retention outcomes.
• Excellent written and verbal communication skills, including the ability to develop executive-ready summaries, presentations, and stakeholder communications.
• Ability to design, implement, and monitor campaigns, workflows, and outreach strategies from concept through execution.
• Strong attention to detail and organizational skills, with the ability to manage documentation, reporting, and follow-up actions accurately and on time.
• Proficiency in Microsoft Office applications, especially Excel and PowerPoint, to support analysis, reporting, and presentations.
• Curiosity about AI-enabled tools and emerging technologies that can enhance analysis, streamline workflows, and support improved member outcomes.
• A background check is required.

Nice To Haves

• prior experience in retention, strategy, sales/growth, or payor operations preferred.

Responsibilities

• Executes programs that meet the needs of the organization or its employees or customers.
• Participates in all aspects of corporate programs, including planning, budgeting, staffing, and performance.
• Promotes the program throughout the organization and tracks utilization.
• Supervises the work of program or project staff to ensure that work in completed on time or in accordance with established standards or specifications.
• Evaluates program effectiveness by collecting and analyzing data in support of key performance metrics.
• Ensures that activities are in compliance with organizational policies and any relevant external regulations.
• Provides reports and updates to senior management or other stakeholders.
• Leads the weekly cross-functional retention workgroup by establishing agendas, facilitating discussion, aligning stakeholders, and driving accountability for retention-focused initiatives and follow-up actions.
• Supports and runs other retention related workgroups and meetings as assigned.
• Reviews, analyzes, and prepares retention performance insights to identify trends, risks, and opportunities, and translates findings into actionable recommendations for leadership and cross-functional partners.
• Helps establish annual retention goals and track progress toward those goals, surfacing deviations early with insights into why goal misses occurred.
• Partners with market and network teams to identify retention opportunities, evaluate drivers of disenrollment risk, and support coordinated action plans that improve member experience and retention outcomes.
• Designs and manages retention campaigns, events, and activities from concept through execution, including campaign strategy, target population planning, timelines, stakeholder coordination, and readiness activities.
• Develops campaign talking points, call guidance, training materials, and supporting documentation.
• Coordinates implementation readiness and team training.
• Oversees telephony configuration, workflow documentation, process tracking, and issue resolution.
• Builds tracking tools, reporting processes, and performance summaries to support stakeholder and leadership report-outs.
• Collaborates in the design, refinement, and validation of data models used to identify members for retention outreach, ensuring business requirements are accurately translated into actionable targeting logic.
• Prepares executive-ready summaries, presentations, and recommendations that communicate retention strategy, campaign results, operational progress, and emerging opportunities to leadership audiences.
• Performs other member experience related functions as needed.
• Performs other duties as assigned.

Benefits

• A competitive compensation and benefits program
• An annual employee bonus program
• Generous paid-time-off (PTO)
• Eleven paid holidays per year
• Excellent Retirement Savings program
• A work-life balance
• An opportunity to become part of a team that makes a difference to our members and our community every day!

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree