Program Manager, Onboarding Transformation

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Role summary

The Program Manager within Onboarding Transformation plays a pivotal role in on-time delivery and strategic prioritization of Customer Success initiatives that enhance operational efficiency and result in large scale process improvement across Onboarding Success. This role will be responsible for developing and implementing best practices in project management and operational excellence, as well as fostering a culture of continuous improvement. This role will ensure the status of strategic priorities are communicated to leadership and will play a pivotal role in breaking down any barriers by driving cross functional collaboration.

Team summary

The Onboarding Transformation team prioritizes on-time delivery and execution of Customer Success initiatives that improve operational workflows and optimize large-scale process improvements within Onboarding Success. As part of this team, you will collaborate cross-functionally to align strategies and coordinate the implementation of solutions that promote effectiveness, scalability, and measurable outcomes impacting customer engagement and satisfaction.

Essential Job Responsibilities

Program manage the technology implementation and process improvement projects to transform onboarding workflows and ensure alignment with Business Operations and Customer Success goals and objectives.
Collaborate with cross-functional teams to align strategies and achieve shared organizational goals.
Develop and maintain project plans, status reports, and performance metrics ensuring timely delivery of onboarding initiatives.
Utilize tools such as Jira, SharePoint, Smartsheets, Salesforce, and Cloud Coach to manage project tracking and communications.
Provide guidance and support to team members and stakeholders throughout project lifecycle. Ensure the status of strategic priorities are communicated to leadership and will
Communicate effectively across teams and leadership to report project progress, risks, and outcomes.

Additional Job Responsibilities

Ensure all programs have clear, quantifiable outcomes and measures that drive improved performance, including support of pilots in the Onboarding zone.
Support documentation and knowledge sharing efforts to ensure best practices are maintained.
Participate in cross-functional meetings and contribute to continuous improvement discussions, ensuring alignment to the strategic agenda.
Engage in research and evaluation of emerging technologies to support onboarding efficiency.
Foster positive working relationships with internal and external stakeholders, play a pivotal role in breaking down any barriers by driving cross functional collaboration.

Expected Education & Experience

Bachelor’s degree in Business, Technology, or a related field preferred.
5+ years of experience in technology solution implementation or process improvement initiatives.
3+ years in business transformation and tactical execution
Proven track record of successfully managing high impact projects driving operational improvements
Strong knowledge of project management methodologies (e.g., PMP, Agile and operational excellence frameworks (e.g., Lean, Six Sigma)
Experience in implementation of technology solutions or process improvement initiatives
Experience working with cross-functional groups and teams to achieve common goals
Proficiency in Microsoft Office Suite: Excel, PowerPoint, Word, Outlook, OneNote
Proficiency in additional support tools: Jira, SharePoint, Smartsheets, Salesforce, Cloud Coach

Expected Compensation

$100,000 - $170,000

The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.