Lead Program Manager

We're seeking an experienced Program Manager to own and orchestrate customer go-lives and speciality rollouts. This role is critical to our growth trajectory as we scale implementations across customer-speciality pairs. You'll coordinate cross-functional teams, manage complex dependencies, and ensure flawless execution of implementations that directly impact our customers' revenue cycle operations.

Responsibilities:

• Implementation Leadership: Own end-to-end program management for customer go-lives across all medical specialties Coordinate implementations for each customer-speciality pair, managing timelines, dependencies, and risks. Drive go-live readiness across Engineering, Clinical Operations, Customer Success, and Product teams. Establish and maintain implementation playbooks, timelines, and success criteria. Reduce current 6-8 week speciality launch timelines through process optimisation.
• Cross-Functional Coordination: Serve as the central orchestrator between. Engineering, Clinical Prompt Engineering, Customer Success, Data Operations, and customers. Run weekly implementation sync meetings with all stakeholders. Identify and resolve blockers across teams before they impact timelines. Manage resource allocation and capacity planning across concurrent implementations. Escalate critical issues and trade-offs to leadership with clear recommendations.
• Operational Excellence: Build and maintain project plans, RACI matrices, and implementation dashboards. Track key metrics: time-to-go-live, implementation success rate, customer satisfaction, and post-launch issues. Conduct post-mortems after each go-live to identify improvement opportunities. Create and maintain customer-facing implementation documentation and timelines. Implement best practices for change management and stakeholder communication.
• Process and Systems Design: Refine implementation processes to support rapid scaling. Build automated tracking and reporting systems for the implementation pipeline. Create early warning systems for at-risk implementations. Standardise customer onboarding, training, and go-live procedures. Partner with Engineering to optimise handoffs between development and deployment.

Requirements:

• Experience 5+ years of program management experience in B2B SaaS or healthcare technology.
• Proven track record managing complex, multi-stakeholder implementations.
• Experience coordinating technical teams (Engineering, Product, Operations) with customer-facing teams.
• History of managing 5+ concurrent projects with competing priorities.
• Strong understanding of software development lifecycle and deployment processes.
• Technical Competency: Comfortable navigating technical discussions about system architecture, APIs, and integrations.
• Experience with EHR systems (Epic, Cerner) or healthcare IT integrations is a major plus.
• Proficiency with project management tools (Jira, Asana, Monday.com, etc. )
• Strong data analysis skills for tracking and optimising implementation metrics.
• Understanding of HIPAA compliance and healthcare data security requirements.
• Core Competencies Operational Rigour: Obsessive attention to detail, process discipline, and follow-through.
• Coordination Excellence: Ability to keep multiple teams aligned without direct authority.
• Problem Solving: Proactive identification of risks and creative solution development.
• Communication: Clear, concise stakeholder updates; effective at managing expectations.
• Customer Obsession: Deep empathy for customer pain points and commitment to their success.
• Bias for Action: Moves quickly, makes decisions with incomplete information, and iterates rapidly.