Sr. Manager Program, OB (Hybrid)

American Medical Association • Chicago, IL

7d • $104,872 - $138,737 • Hybrid

About The Position

The American Medical Association (AMA) is seeking a Sr. Manager Program, OB for their Mission Operations team in Chicago, IL. This is a hybrid position requiring 3 days a week in the office. The role is responsible for managing the health, consistency, and scalability of the Organizational Biopsy™ client experience. Key responsibilities include portfolio-level relationship ownership, developing and enabling Program Specialists, and overseeing day-to-day survey operations. This role also serves as the primary escalation point for client service issues and leads operational changes to improve delivery quality and reliability, ensuring the program runs predictably and aligns with broader service and product strategies. The position manages professional staff and is responsible for business results primarily in an operational capacity.

Requirements

• Bachelor's degree required
• 7+ years of experience in leading delivery of client-facing surveys, assessments, or evaluation programs, with direct ownership of client relationships, operational execution, and service quality.
• Demonstrated experience owning delivery and evolution of survey-based programs, balancing client relationships, operational systems, and quality standards in complex, ambiguous contexts.
• Experience in people management required; able to attract and develop talent.
• Strong client relationship management skills, including the ability to build trust, manage risk, and hold firm on standards in the face of client pushback.
• Ability to navigate ambiguity, exceptions, and competing priorities while maintaining program rigor, credibility, and consistency.
• Ability to translate methodological, product, or analytic requirements into clear, repeatable operational processes and refine them based on delivery experience.
• Experience overseeing operational workflows involving data collection, quality control, and delivery at scale, including identifying and addressing systemic gaps.
• Working understanding of health systems, including organizational structures, decision-making dynamics, and operational constraints.
• Ability to use feedback, data, and delivery experience to refine processes and participant experience.
• Strong communication and coordination skills, enabling effective collaboration across service, data, technology, and faculty partners.
• Some travel required.

Nice To Haves

• Familiarity with health systems, physician roles, practice environments, and professional culture, and how these shape engagement with survey and evaluation programs strongly preferred.

Responsibilities

• Own end-to-end delivery of the Organizational Biopsy™ program including client acquisition and product demonstrations, client onboarding, survey configuration and administration, assistance with driving response rates, preparation of reporting deliverables, and issue resolution.
• Develop and implement operational changes related to Organizational Biopsy™ delivery, partnering with physician faculty, Data and Technology, MMX, and senior leadership as appropriate.
• Oversee core survey operations, including timelines, workflows, quality controls, and exception handling.
• Design, document, and refine internal workflows, tools, and operating procedures to improve efficiency, consistency, and delivery quality.
• Drive continuous improvement of Organizational Biopsy™ operations based on delivery experience, client feedback, and evolving program needs.
• Partner with the Data and Technology team to translate client insights and internal workflow needs into survey platform enhancements and requirements that streamline operations and strengthen the client experience.
• Lead Organizational Biopsy™ demo calls and support sales, onboarding, and renewal conversations independently and in partnership with MMX commercial and service teams where relevant.
• Serve as the senior relationship owner for Organizational Biopsy™ clients, tracking relationship health, milestones, renewals, and risk across the portfolio.
• Independently develop and execute service recovery plans for high-touch or at-risk clients, exercising judgment to resolve issues proactively and in line with resource or methodology constraints.
• Act as the primary escalation point for Organizational Biopsy™ client service challenges, coordinating resolution across Faculty, Data, and Technology partners.
• Maintain close coordination with the Activation team, MMX service team, and Joy in Medicine team to ensure a seamless, coherent client experience across touchpoints.
• Lead and/or support program evaluation and customer understanding efforts.
• Set clear standards, expectations, process documentation, and workflows to ensure consistent service quality and execution.
• Own cross-functional coordination and handoffs across Product, Faculty, Data, Marketing, Legal, and Technology teams.
• Inform staffing, resourcing, and capacity planning decisions for Organizational Biopsy based on projected survey volumes and client growth as well as planned process efficiency gains.
• Define and oversee training, onboarding, and enablement related to demos, survey setup, survey execution, and deliverable creation processes.
• Lead, mentor, and provide management oversight for staff.
• Responsible for setting objectives, evaluating employee performance, and fostering a collaborative team environment.
• Responsible for developing staff knowledge and skills to support career development.

Benefits

• We encourage and support professional development for our employees
• We are dedicated to social responsibility.
• Employees are also eligible to participate in an incentive plan.
• To learn more about the American Medical Association’s benefits offerings, please click here.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager