Senior Program Manager, Omada Health

• Experience managing business challenges and have the ability to influence and drive cross-functional initiatives forward. Have a strong bias toward data driven decision-making, and an innate ability to understand how metrics relate to business problems
• Demonstrate strong leadership skills, be highly collaborative, influence without authority, be highly organized and have a passion for building data-driven programs that improve business operations
• You are passionate about Omada’s mission to inspire and engage lifelong health one day at a time and our products that help members who are living with prediabetes, diabetes, hypertension or musculoskeletal issues.
• You bring your whole-self to work everyday with a curious mindset ready to dive into complex sets of data, review member anecdotes, and regularly visit, shadow, and interact with our care team in order to find hidden problems that affect our members and that result in Member Ops. interactions.
• You develop well-documented and data-driven business cases based on your newly gained insights. You always validate that “metrics match the anecdote.”
• You surface these business cases to Care Delivery, Product, Engineering, and Business teams to influence their prioritization of solutions to fix issues. You measure the impact of implemented solutions to celebrate the improved member experience and the cost savings from your projects.
• Zendesk Explore expertise. Proficient at creating custom metrics, attributes, functions, customizing reports, and dashboards
• Zendesk Guide expertise. Have implemented a self-service support strategy
• Bachelor's degree in a related field
• 10+ years of program management experience in a technical support service role applying Lean methodology
• Experience using data and metrics to drive improvements
• TQM, Lean or Kaizen certification

Desirable

• Proactively engages with cross-functional stakeholders within Care Delivery and across the company to leverage the voice of the member, drive continuous improvement, root cause analysis, and launch new programs at a time of incredible growth for Omada
• Reports to the Senior Director of Member Operations and is a member of the cross-functional Care Team Leads in Care Delivery and Member Operations Leadership Team
• Document and manage business priorities, project governance plans, project schedules, success criteria and project milestones
• Develop solutions, identify owners, set delivery/completion dates and set up mechanisms to ensure programs are on track
• Proactively identify and resolve issues that affect member experience and may impair the team’s ability to meet strategic, product, and technical goals
• Actively build relationships across Omada teams to deliver on your roadmap. Partner with program/product managers, category teams, finance, legal, care teams and engineers to deliver on your roadmap
• Anticipate bottlenecks, provide escalation management
• Drives programs end-to-end including business goals, technical solutions, to improve member experience and execute continuous improvement and/or new workflow implementation strategy with minimal to no guidance
• Deeply understands broad business needs and prepares succinct recommendations for tradeoffs to balance business needs versus constraints
• Communicate, verbally and in writing, clear and concise requirements and expectations with business and technology teams
• Capacity to present well-reasoned and data-driven proposals in both verbal and written formIdentify and communicate risks and mitigation plans in collaboration with stakeholders; develop and maintain goals, milestones and completion datesInfluence others to drive ongoing program improvements based on user feedback and performance measurements
• Utilize strong written and oral communication skillsHave the ability to handle confidential and sensitive information with extreme discretion
• Develops documents for business cases and presentation slide decks independently
• Demonstrated ability to influence change both internally and externally independently
• Sets the standard for authoring white papers and reports that translate technical/data solutions into recommendations for business audiences
• Analyze data to perform needs and task analysis, scope projects and evaluate existing processes to propose solutions, define areas of focus/opportunity supported by data
• Identifies process and system improvement opportunities by baselining/monitoring existing metrics, analyzing data and partnering with internal teams to positively impact results in areas such as candidate throughput and driver quality
• Develops business insights with custom metrics/attributes without guidance
• Builds business cases for new business metrics and implements them independently
• Creates feedback loops to and drives continuous improvement independently