Manager, Professional Services - Consulting

Key Responsibilities

• Lead, coach, and develop a team of Software Implementation Consultants by providing performance management, mentoring, hiring, onboarding, career development, and operational leadership to ensure successful delivery and high employee engagement.
• Reinforce accountability through consistent 1:1s and team rhythms, and deliver continuous coaching feedback rather than relying solely on annual review cycles.
• Own consulting delivery performance by overseeing customer engagements, ensuring quality execution throughout implementation lifecycles, managing delivery risks, and supporting customer escalations to achieve successful outcomes and high satisfaction.
• Escalate delivery risks early with clear options and recommendations, not just problems, and quickly realign team priorities when customer needs shift.
• Establish, monitor, and improve operational performance through KPIs, OKRs, utilization management, capacity planning, forecasting, and continuous assessment of team performance against strategic objectives.
• Eliminate low-value work and empower Consultants to make delivery decisions closest to the customer without unnecessary escalation.
• Drive process improvement, implementation methodology enhancements, governance, and best practices that improve efficiency, consistency, scalability, compliance, and customer experience.
• Partner cross-functionally with Sales, Product Management, Customer Success, Technical Services, Project Management, and Solution Design to support product adoption, strategic initiatives, customer growth opportunities, and delivery excellence.
• Identify and operationalize AI-enabled opportunities within the consulting team's workflows — building simple business cases, ensuring compliance with PCC's AI governance guardrails, and driving team adoption of AI tools to reduce cycle time and manual effort.

Minimum Requirements

• Bachelor's degree in Business, Healthcare Administration, Information Technology, Nursing, Clinical Sciences, or related field
• 5+ years of experience in Professional Services, Healthcare Technology, Healthcare Consulting, Software Implementation, or related customer-facing delivery roles
• 2+ years of people leadership experience with demonstrated success managing, coaching, and developing team members
• Experience managing complex customer engagements, stakeholder relationships, risks, and escalations
• Strong project management, operational planning, prioritization, and organizational skills
• Demonstrated ability to develop KPIs, measure performance, and drive continuous improvement initiatives
• Excellent verbal, written, presentation, and executive communication skills
• Demonstrated experience applying AI or automation tools to improve delivery efficiency, decision-making, or team operations

Preferred Requirements

• Master's degree in Business Administration (MBA), Healthcare Administration (MHA), Nursing, or related field
• Previous experience leading consulting teams within a SaaS healthcare technology company
• PMP, Prosci, Lean, Six Sigma, or equivalent certification
• Experience supporting payer, provider, value-based care, population health, or care coordination solutions
• Clinical background with 3-5 years of experience working in a healthcare setting (e.g., nursing, therapy, social work, pharmacy, care management, clinical operations, or related disciplines)
• Experience applying clinical workflows and best practices to healthcare technology adoption and implementation is highly valued
• Experience establishing AI governance practices or upskilling a team on AI-enabled ways of working

Pay

$140,000 - $155,000 a year