Program Manager, CS Operations

Job Description

The Program Manager, CS Transformation serves as a senior strategic partner and visionary architect responsible for designing, innovating, and executing future-state operating models across ModMed's onboarding, training, and support ecosystems. This position bridges the gap between high-level corporate strategy and cross-functional execution by turning ambiguous organizational challenges into actionable, margin-aligned program roadmaps. Leading with a unique blend of process design and change management, the role establishes comprehensive governance structures and segmented service models to drive massive operational scalability while keeping the customer experience paramount.

Role & Responsibilities

• Strategic Blueprinting & Future-State Operating Models (25%): Lead the upstream architectural design and definition of future-state operating models across Customer Success. Convert abstract corporate objectives and strategic initiatives into structured, multi-stream transformation roadmaps that optimize organizational structures and drive long-term margin alignment.

• Journey Architecture & Experience Redesign (20%): Drive the complete architectural redesign of the implementation and customer education experience into tailored, segmented engagement models (ranging from digital self-paced journeys to high-touch consultative frameworks) based on complexity and customer needs.

• Strategic Discovery & Capability Design (15%): Lead complex discovery sessions, executive alignment workshops, and business case development to invent net-new organizational capabilities. Synthesize widespread organizational friction and market shifts into actionable service delivery frameworks before they are transitioned to CS Operations for deployment.

• Scalability, Automation & Standardization Strategy (10%): Proactively identify system gaps and operational bottlenecks across post-sale teams; design and implement scalable, standardized service delivery models leveraging automation and digital enablement to drive efficiency.

• Change Management & Readiness Frameworks (10%): Author and implement comprehensive organizational change management strategies, including impact assessments, targeted stakeholder communication, readiness planning, and adoption support to ensure structural shifts achieve high long-term adoption.

• Executive Strategy & Roadmap Formulation (10%): Partner directly with executive leadership to continuously compile feedback, synthesize metrics, and formulate actionable implementation recommendations, corporate presentations, and long-term transformation roadmaps.

• Performance Governance & Cost-Savings Accountability (10%): Retain final accountability for tracking and delivering targeted operational cost-savings and efficiency gains, building clear metric structures to validate the ROI and value stream of all active transformation initiatives.

Skills & Requirements

• Bachelor's Degree: Business Administration, Healthcare, Management, Information Systems, Operations, or related strategic fields.
• 10+ years of experience in Program Management, Business Transformation, Management Consulting, or Customer Operations.
• Proven experience leading large-scale cross-functional transformation initiatives.
• Track record managing matrixed, multi-stakeholder priorities and complex organizational change.
• Journey Architecture, Program Governance, Stakeholder Facilitation, Change Management, Performance Metrics & ROI Tracking, Operational Scaling, Cross-Functional Leadership, Risk Mitigation, Adoption Strategy, Executive Presentation, Master-level facilitation, strategic roadmap development, risk management, workshop leadership, and executive presentation capabilities.
• Project Management Professional (PMP) Certification.
• Leverage Lean Six Sigma Certification.
• Agility: Embraces change as a growth opportunity; learns from successes and failures and adapts to new challenges.
• Communication: Understands audience needs and clearly expresses ideas to build trust, ensure understanding, and collaborate effectively.

Benefits

• United States Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution, 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.

• Generous Paid Time Off and Paid Parental Leave programs, Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs.

• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed, Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning.

• Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles, Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.

PHISHING SCAM WARNING

No job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address (first.lastname@modmed.com). Please check senders’ email addresses carefully. Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website.