As a Program Manager (For Operations OR Retention), you will work with business leaders in identifying opportunities of business metric improvement across CX / Supply Chain / Retention / Customer Engagement
Core Objective: Design and execute operational frameworks that minimize patient churn, optimize care adherence, and streamline cross-functional workflows between product, operations, and clinical teams.
Key Responsibilities
- Retention & Lifecycle Operations: Own the post-acquisition customer journey. Build structured intervention programs to boost compliance, adoption, and renewals/subscriptions.
- Process Design & Optimization: Map end-to-end customer onboarding, care coordination, and follow-up loops. Eliminate operational bottlenecks to improve service speed and client satisfaction.
- Cross-Functional Leadership: Partner with Product, Engineering, and Clinical leads to translate patient feedback and retention drop-off points into product features or automated workflows.
- Metrics & Capacity Planning: Track KPIs including patient retention rate, churn, Net Promoter Score (NPS), and operational SLA adherence. Set up dashboards to forecast staffing and care-team capacity.
- Compliance & Governance: Ensure all operational procedures strictly adhere to local healthcare regulations, data security standards, and patient privacy norms.
Requirements & Qualifications
- Experience: 3–6 years of experience in program management, business operations, or growth operations, ideally within a fast-scaling startup (Series A/B) or healthcare/healthtech environment.
- Education: Bachelor's degree in Business Administration, Healthcare Management, Industrial Engineering, or a quantitative field.
- Skills:
- Advanced data literacy (SQL, Excel/Google Sheets dashboards).
- Strong execution discipline and project tracking via tools like Jira, Asana, or Notion.
- Deep empathy for patient care workflows balanced with a rigorous, metrics-driven commercial mindset.
