Senior Operations Program Manager

About the Company

The hiring organization is seeking a full-time Senior Manager, Provider Operations Strategy & Programs in the United States to lead cross-functional operational strategy, scale internal systems, and manage critical programs across provider operations.

About the Role

The Senior Manager, Provider Operations Strategy & Programs will lead cross-functional operational strategy, scale internal systems, and manage critical programs across provider operations, partnering with senior leadership and pillar leaders while managing and mentoring project managers.

Responsibilities

• Partner with senior leadership to define and prioritize quarterly initiatives spanning multiple pillars or requiring cross-functional coordination, developing comprehensive program briefs that define scope, stakeholders, timelines, resource requirements, success metrics, and dependencies.
• Drive strategic programs from initiation through close-out, monitoring milestone progress, escalating blockers early, and measuring quantitative outcomes (such as fill rate impact, cost savings, and cycle time) alongside qualitative outcomes (such as process improvements and cross-team alignment).
• Collaborate with pillar leaders to document core operational workflows and design scalable systems, tooling, playbooks, checklists, SLAs, and decision trees that support business growth without requiring proportional headcount increases.
• Audit workflows for operational gaps, redundancies, and hand-off friction, recommending actionable improvements and overseeing implementation.
• Serve as a central connector across Quality of Service, Staffing, Experience, Growth, Analytics, and Strategy & Programs pillars, identifying cross-functional signals, conflicts, and strategic opportunities early.
• Manage operational relationships between Provider Operations and cross-functional teams in Sales, Product, and Support, proactively setting expectations around capacity and constraints.
• Lead quarterly planning sessions with pillar leaders to align on strategic roadmaps and identify potential risks and dependencies.
• Maintain an eight-week forward-looking view to anticipate market shifts, business developments, and product changes that impact provider strategy.
• Manage and mentor project managers, expanding their scope of ownership and guiding them into managing increasingly complex initiatives.
• Evaluate automation and AI tools in partnership with pillar leaders to assess operational and economic value versus unnecessary complexity.

Qualifications

• 6+ years of experience in operations, business operations, or program management, or equivalent leadership impact in a relevant domain.
• Demonstrated experience managing cross-functional work and influencing decisions without positional authority, including successfully leading 3+ concurrent programs across multiple teams.
• Proven track record of managing and mentoring one or more direct reports into independent operators.
• Demonstrated success building