Senior Manager, Program & Client Engagement Management – Healthcare

Key Responsibilities:

Program & Portfolio Leadership

• Lead delivery of one or more complex healthcare programs or portfolios, coordinating multiple parallel projects, vendors, and internal teams.
• Create and manage integrated program plans, including scope, milestones, dependencies, risks, resourcing, and financial targets.
• Ensure delivery is on time, within scope, and within budget while meeting contractual, operational, and regulatory obligations.
• Drive governance across Agile and Waterfall delivery models 
• Oversee cross-functional teams including product, engineering, operations and vendors 
• Maintain a holistic view of overlapping initiatives, resource utilization, and downstream impacts across the portfolio; surface tradeoffs and recommendations.
• Ensure consistent use of standard program management artifacts, reporting, and governance processes; coach teams on adoption and quality.
• Establish and enforce environment governance (DEV/QA/PROD discipline) to reduce delivery risk
• Drive root cause analysis and resolution frameworks for recurring delivery issues
• Implement performance and SLA tracking across all workstreams

Client Engagement & Executive Relationship Management

• Serve as a primary escalation point and delivery partner for client leaders and senior stakeholders
• Identify options and provide recommendations to resolve issues.
• Build and maintain strong trusted relationships rooted in transparency, credibility, accountability and results 
• Lead executive-level meetings, steering committees and governance forums.
• Manage client expectations related to scope, quality, timelines, and outcomes; proactively address risks and concerns.
• Partner with clients to define success measures, roadmap priorities, and continuous improvement opportunities.
• Support contract execution, renewals, and change control in collaboration with sales, legal, finance, and delivery leadership.
• Proactively manage client perception and escalation risk, especially in high-visibility situations 
• Translate technical constraints into business-impact language for executive stakeholders

Financial & Resource Management

• Manage and own program-level financial performance, including forecasting, budget tracking, and variance analysis; escalate risks early with mitigation options.
• Ensure accurate estimation of effort, costs, and resource requirements across phases and workstreams & drive financial transparency with clients to reduce billing disputes
• Manage and optimize staffing plans and utilization across internal teams and subcontractors.
• Partner with finance and delivery leadership to support margin, revenue, and cost targets for assigned programs.
• Identify and address cost leakage and billing misalignment

Risk, Quality, and Compliance Management

• Identify and manage risks, issues, and mitigation strategies.
• Ensure compliance with  Federal and state healthcare program requirements.
• Be accountable for quality of deliverables and readiness for client acceptance; ensure traceability to requirements and contractual commitments.
• Drive continuous improvement through post‑implementation reviews and lessons learned
• Enforce change management discipline, including clear classification of configuration vs code changes 
• Ensure compliance expectations are clearly defined and not misaligned with billing models

People Leadership & Organizational Contribution

• Foster a culture of accountability, collaboration, and continuous improvement.
• Actively participate in departmental and leadership forums, contributing to delivery maturity, tools, and best practices.
• Support and contribute to organizational initiatives focused on  delivery excellence, talent development, and client success.
• Drive alignment across teams to ensure consistent execution and communication 

Qualifications & Core Competencies

• Executive‑level communication and stakeholder management
• Strategic thinking with strong operational execution
• Program and portfolio governance
• Financial planning and performance management
• Risk management and problem solving
• Client relationship ownership and escalation management
• Ability to operate effectively in highly complex, regulated environments

Education

• Bachelor’s degree required; advanced degree preferred
• PMP certification or completion of a recognized project/program management certification program

Experience Requirements

• 10+ years of professional experience managing large, complex healthcare programs
• Proven experience in client facing leadership or account management roles
• Experience with healthcare delivery, managed care, HMO, or government‑sponsored programs, preferably supporting care management and population health programs
• Strong understanding of software development lifecycles, system implementations and releases
• Ability to operate independently and drive outcomes under pressure within constrained timelines
• Demonstrated ability to lead in highly regulated environments (Medicaid, Medicare, Federal Programs)
• Advanced proficiency with Microsoft Project and Microsoft Office tools (Word, Excel, PowerPoint, Outlook, Visio, Project)
• US Citizenship required