Senior Project Manager and Process Improvement Specialist

PracticeTek • San Diego, CA

30d • Onsite

About The Position

PracticeTek is seeking a Senior Project Manager & Process Improvement Specialist to join their Customer Success team. This role is responsible for leading high-priority programs and process-improvement initiatives across various departments including Onboarding, Customer Success, Support, Customer Success Operations, Reporting, Data and AI, RCM Services, and CT Revenue. The position requires a blend of project leadership and process redesign to translate strategic priorities into actionable plans, ensure adoption, and achieve measurable results. PracticeTek aims to revolutionize healthcare practices with technology solutions and fosters a high-energy, collaborative, and growth-oriented work environment.

Requirements

• 7+ years of progressive experience in project management, program management, operational excellence, business transformation, process improvement, or a related discipline.
• Proven success leading complex, cross-functional initiatives from ambiguity through implementation, adoption, and measurable results.
• Experience partnering with senior leaders and influencing teams without direct authority.
• Strong capability in process mapping, root-cause analysis, workflow redesign, operating controls, standard work, and continuous-improvement methods.
• Demonstrated ability to establish governance, manage interdependent workstreams, resolve execution risks, and communicate tradeoffs and recommendations clearly.
• Strong analytical and business judgment, with the ability to translate operational data and qualitative evidence into practical decisions and improvement priorities.
• Exceptional facilitation, executive communication, stakeholder management, organization, and documentation skills.
• Proficiency with modern project, collaboration, workflow, and reporting tools.

Nice To Haves

• B2B SaaS, Customer Success, post-sale operations, or healthcare technology experience is strongly preferred.
• Experience with CRM, customer-success, service-management, or analytics platforms is a plus.
• PMP, PgMP, Lean Six Sigma, Prosci, or comparable project, process-improvement, or change-management certification is preferred but not required.
• A practical, low-ego working style that combines urgency, curiosity, follow-through, and respect for the expertise of functional leaders and frontline teams.

Responsibilities

• Lead complex, cross-functional Customer Success programs from initial charter through implementation, adoption, and benefits realization.
• Partner with senior leaders to define business outcomes, scope, success measures, roadmaps, decision rights, owners, dependencies, and resource needs.
• Map and improve end-to-end customer and internal workflows, removing bottlenecks, unclear handoffs, avoidable rework, and inconsistent practices across teams and brands.
• Create governance and operating discipline that make priorities, risks, decisions, commitments, and tradeoffs visible to leaders and delivery teams.
• Use performance data, employee insight, and customer evidence to validate improvements, sustain gains, and identify the next highest-value opportunity.
• Own integrated program plans for strategic Customer Success initiatives, including milestones, workstreams, dependencies, resources, risks, decisions, and measurable outcomes.
• Maintain a clear portfolio view of active and proposed initiatives so senior leaders can prioritize work, sequence change, resolve capacity conflicts, and make informed tradeoffs.
• Lead discovery and planning sessions that convert broad objectives into executable charters, work plans, roles, deliverables, and acceptance criteria.
• Drive execution across functions and brands, following through on commitments and escalating issues early with facts, options, and recommendations.
• Close programs deliberately by confirming deliverables, transferring ownership, documenting lessons, and measuring whether intended benefits were realized.
• Facilitate current-state and future-state process mapping across the customer lifecycle, with particular attention to cross-functional handoffs and sources of customer or employee friction.
• Use root-cause analysis, workflow data, and frontline input to identify failure points, control gaps, unnecessary complexity, and opportunities for standardization or automation.
• Design practical future-state processes with clear roles, decision rights, service expectations, escalation paths, controls, and supporting documentation.
• Partner with Customer Success Operations, Reporting, Data and AI leaders to strengthen workflow visibility, measurement, automation, and scalable execution.
• Pilot changes with defined baselines and success criteria, incorporate feedback, and scale only after the new process demonstrates better outcomes.
• Serve as a trusted execution partner to senior leaders across Onboarding, Customer Success, Support, Customer Success Operations, RCM Services, and CT Revenue.
• Facilitate governance forums, working sessions, decision reviews, and operating checkpoints that keep teams aligned on priorities, ownership, dependencies, and next actions.
• Surface cross-functional conflicts and tradeoffs early, frame decisions clearly, and help leaders resolve issues without allowing work to stall between organizational boundaries.
• Provide concise executive communications that distinguish progress, risk, decisions needed, and expected business impact.
• Assess stakeholder impact and create fit-for-purpose communication, training, readiness, and adoption plans for each major initiative.
• Partner with functional leaders and people managers to prepare teams for new roles, workflows, tools, standards, and performance expectations.
• Track adoption and behavior change after launch, identify resistance or unintended effects, and coordinate corrective action before new practices erode.
• Transition completed work to accountable business owners with documented standard work, measures, governance, and support expectations.
• Define baselines, leading indicators, outcome measures, and reporting expectations that show whether programs and process changes are delivering value.
• Monitor schedule, scope, capacity, dependencies, risk, adoption, and benefits realization; maintain transparent logs for decisions, actions, issues, and changes.
• Conduct retrospectives and post-implementation reviews, converting lessons into improved methods, templates, playbooks, and leadership practices.
• Build a reusable Customer Success project and process-improvement toolkit that increases consistency without creating unnecessary bureaucracy.

Benefits

• Comprehensive health, dental, and vision coverage options
• Wellness benefits that support lifestyle, behavioral health, and overall wellbeing
• Flexible paid time off, sick time, and 10 company-paid holidays
• 401(k) plan with company match
• Culture Committee driving initiatives that spark connection, fun, and belonging
• A workplace powered by innovation, collaboration, and energy every day
• May be eligible for additional compensation such as bonuses or equity, as applicable.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed