Senior Project Manager and Process Improvement Specialist

PracticeTek • San Diego, CA

1d • Onsite

About The Position

PracticeTek is seeking a bold and impactful Senior Project Manager & Process Improvement Specialist to join their Customer Success team. This role is for individuals who thrive in a high-energy, high-impact environment and are passionate about revolutionizing healthcare technology. PracticeTek is a leading provider of retail healthcare technology solutions, serving over 40,000 clinics worldwide across various sectors including Chiropractic, Wellbeing, Vision, and Dental. The company is committed to a mission of revolutionizing healthcare practices effortlessly and operates with core values of consistent care, staying ahead, market-in approach, effortless experiences, open ownership, and doing right. The Senior Project Manager & Process Improvement Specialist will be a key individual contributor, partnering with the Customer Success leadership team to drive high-priority programs and process-improvement initiatives across multiple departments. This role combines disciplined project leadership with practical process redesign to achieve strategic goals and measurable operating results.

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.
• A practical, low-ego working style that combines urgency, curiosity, follow-through, and respect for the expertise of functional leaders and frontline teams.

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.

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