Senior Program Manager, Operational Excellence

Role Overview

Senior Program Manager, Operational Excellence at SmarterDx (Customer Success)

Fully remote within the US, preferably working Central or Eastern business hours. You will provide strategic oversight and drive execution for a portfolio of complex, cross-functional initiatives that directly impact customer outcomes and the adoption of SmarterDx clinical AI across US health systems.

Responsibilities

• Partner with Customer Success (CS) leadership to prioritize and drive the strategic roadmap for a portfolio of programs aligned to executive objectives.
• Lead program governance by establishing standards, accountability, and execution rigor across stakeholders.
• Define project objectives with CS leaders and oversee delivery and ongoing updates throughout each project lifecycle.
• Provide concise, executive-ready program updates covering achievements, risks, challenges, and proposed mitigations.
• Schedule and track complex program timelines, milestones, and deliverables using advanced project management tools.
• Champion program management best practices (tools/templates) and drive continuous process improvement in Customer Success.
• Serve as a subject matter expert and mentor for other Program/Project Managers to raise departmental maturity.
• Run formal program post-mortems and produce recommendations reports to institutionalize learnings.

Requirements

• Bachelor’s degree in Business Administration, Project Management, or related field (Master’s preferred).
• 10+ years progressive program/project management experience (or 14+ years without a Bachelor’s).
• Proven track record managing cross-functional, client-impacting programs.
• Experience as an admin/super user for project management tools (e.g., Jira, Asana, Churn Zero, Microsoft Project).
• Ability to apply project management methodologies appropriately (e.g., Agile, Scrum, Waterfall).
• Startup/fast-paced experience; ability to move quickly with minimal supervision.
• Strong problem-solving and analytical skills.
• Comfort engaging with executive leadership with reporting and recommendations.

Nice to Have

• Experience implementing operational excellence and program management maturity initiatives within a Customer Success org.