Program Manager, CS Operations

ModMed

Program Manager, CS Transformation at ModMed designing, innovating, and executing future-state operating models across onboarding, training, and support ecosystems. Driving operational scalability with a focus on customer experience.

Posted 7/14/2026full-timeRemote • 🇺🇸 United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading large-scale transformation initiatives, developing strategic roadmaps, and implementing change management strategies to enhance organizational efficiency and drive long-term value. Proficient in synthesizing complex stakeholder needs and operational metrics to inform decision-making and optimize service delivery models.

Highest-signal resume keywords

Program ManagementChange ManagementJourney ArchitectureCross-Functional LeadershipExecutive Presentation

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Applicant Tracking System Keywords

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Hard Skills

Business TransformationPerformance Metrics & ROI TrackingOperational ScalingRisk MitigationWorkshop LeadershipStrategic Roadmap DevelopmentStakeholder FacilitationMaster-Level FacilitationAgilityLean Six Sigma

Soft Skills

Communication

Certifications & Qualifications

Project Management Professional (PMP)Lean Six Sigma Certification

Industry Keywords

Customer SuccessOrganizational ChangeService Delivery FrameworksTransformation RoadmapsExecutive Alignment

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Lead the upstream architectural design and definition of future-state operating models across Customer Success.
Convert abstract corporate objectives and strategic initiatives into structured, multi-stream transformation roadmaps that optimize organizational structures and drive long-term margin alignment.
Drive the complete architectural redesign of the implementation and customer education experience into tailored, segmented engagement models (ranging from digital self-paced journeys to high-touch consultative frameworks) based on complexity and customer needs.
Lead complex discovery sessions, executive alignment workshops, and business case development to invent net-new organizational capabilities.
Synthesize widespread organizational friction and market shifts into actionable service delivery frameworks before they are transitioned to CS Operations for deployment.
Proactively identify system gaps and operational bottlenecks across post-sale teams; design and implement scalable, standardized service delivery models leveraging automation and digital enablement to drive efficiency.
Author and implement comprehensive organizational change management strategies, including impact assessments, targeted stakeholder communication, readiness planning, and adoption support to ensure structural shifts achieve high long-term adoption.
Partner directly with executive leadership to continuously compile feedback, synthesize metrics, and formulate actionable implementation recommendations, corporate presentations, and long-term transformation roadmaps.
Retain final accountability for tracking and delivering targeted operational cost-savings and efficiency gains, building clear metric structures to validate the ROI and value stream of all active transformation initiatives.

Requirements

What you’ll need

Bachelor's Degree: Business Administration, Healthcare, Management, Information Systems, Operations, or related strategic fields.
10+ years of experience in Program Management, Business Transformation, Management Consulting, or Customer Operations.
Proven experience leading large-scale cross-functional transformation initiatives.
Track record managing matrixed, multi-stakeholder priorities and complex organizational change.
Journey Architecture, Program Governance, Stakeholder Facilitation, Change Management, Performance Metrics & ROI Tracking, Operational Scaling, Cross-Functional Leadership, Risk Mitigation, Adoption Strategy, Executive Presentation, Master-level facilitation, strategic roadmap development, risk management, workshop leadership, and executive presentation capabilities.
Project Management Professional (PMP) Certification.
Lean Six Sigma Certification.
Agility: Embraces change as a growth opportunity; learns from successes and failures and adapts to new challenges.
Communication: Understands audience needs and clearly expresses ideas to build trust, ensure understanding, and collaborate effectively.

Benefits

Comp & perks

Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
Generous Paid Time Off and Paid Parental Leave programs
Company paid Life and Disability benefits
Flexible Spending Account, and Employee Assistance Programs
Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed
Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning
Global presence and in-person collaboration opportunities; dog-friendly HQ (US)
Hybrid office-based roles and remote availability for some roles
Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters