Senior Program Operations Manager

POSITION SUMMARY: The Senior Program Operations Manager provides strategic and operational leadership across the organization’s program services, ensuring efficient, compliant, and high-quality service delivery. This role oversees operational systems, cross-functional workflows, program implementation, and performance management, with a focused emphasis on CalAIM initiatives including Enhanced Care Management (ECM), Community Supports (CS), Justice-Involved (JI) services, Wellness Coaches, and other integrated care programs. The position partners with program, clinical, and administrative leadership to support organizational goals, regulatory compliance, and continuous operational improvement.

DUTIES:

Program Operations and Oversight

• Provide operational leadership and oversight across all organizational program services with a focused emphasis on CalAIM initiatives, including ECM, Community Supports, Justice-Involved services, Wellness Coaches, and related programs.
• Support Cal Aim program implementation, expansion, sustainability, and operational readiness.
• Monitor workflows, staffing structures, productivity, and service delivery to ensure operational efficiency and compliance.
• Collaborate with leadership to align operational processes with organizational goals and strategic initiatives.

Project and Change Management

• Lead cross-functional operational projects from planning through implementation and evaluation.
• Coordinate new program rollouts, workflow changes, technology implementations, and process improvement initiatives.
• Develop project plans, timelines, workflows, and tracking systems to support organizational objectives.

Workflow and Process Improvement

• Conduct workflow assessments, job task analyses, and operational reviews to identify opportunities for improvement.
• Develop and maintain standardized operating procedures, process maps, and program documentation.
• Improve operational efficiency through system optimization, automation opportunities, and best practices.
• Identify operational gaps and implement corrective strategies to improve outcomes and organizational effectiveness.

Compliance and Regulatory Oversight

• Ensure compliance with CalAIM requirements, Medi-Cal managed care standards, contractual obligations, and organizational policies.
• Monitor and ensure adherence to program, funder, and regulatory requirements, including reporting, documentation, service delivery standards, and contract compliance expectations.
• Support audit readiness, documentation standards, and corrective action initiatives.
• Collaborate with administrative and program staff to monitor program performance and risk mitigation efforts.

Reporting and Performance Management

• Develop and maintain operational dashboards, reports, and tracking systems related to program outcomes, productivity, enrollment, and performance metrics.
• Analyze operational data and trends to support decision-making and strategic planning.
• Prepare reports and presentations for leadership, funders, managed care partners, and regulatory agencies.

Leadership and Cross-Functional Collaboration

• Supervise and support program operations staff and/or supervisors as assigned.
• Partner with clinical teams, care coordinators, wellness coaches, community health workers, behavioral health providers, and external partners to support integrated service delivery.
• Serve as a liaison between operations, programs, leadership, and external stakeholders including managed care plans and community organizations.
• Participate in strategic planning and organizational development efforts related to our service delivery model and whole-person care initiatives.

Other Duties

• Perform other duties as assigned in support of agency operations and program success.