Program Operations Manager, Wellth

• 4–8+ years experience in program operations, growth/engagement ops, product ops, analytics-driven operations, consulting, or digital health operations (titles vary)
• Proven ability to run metrics-driven optimization loops: set targets → launch interventions → measure → iterate
• Strong project management skills across multiple stakeholders and parallel workstreams
• Comfort operating in tools + data: you can reason from dashboards, queries, cohorts, funnels, and experiment results
• High bar for operational excellence: details, QA, documentation, and “safe to ship” judgment
• You are outcomes-obsessed and comfortable being held accountable for program performance
• You’re equal parts analytical and executional—you can diagnose and you can deliver
• You bring clarity: crisp scorecards, clean requirements, clear launch checklists, and tight feedback loops
• You naturally look for ways to reduce manual work through better systems, templates, and tooling

Desirable

• We’re looking for a Program Operations Manager to own the performance and outcomes optimization of a portfolio of our highest-priority programs
• You’ll translate program goals and data insights into high-quality, correctly configured member experiences & interventions—and then monitor, iterate, and scale what works
• This role sits within the Product organization and partners closely with Client Success, Product, Engineering, Design, and Health Informatics/Data Analytics (HIDA)
• You’ll be the person who ensures that our program strategies become real, measurable member experiences—shipped with operational excellence, safety, and repeatability
• Take ownership of outcomes optimization for ~4–5 key programs, with success measured by program performance against defined targets
• Monitor program lifecycle performance and key metrics such as:
• Medication adherence / PDC
• Care gap closure rates
• Healthcare utilization trends (as available/appropriate per client and program)
• Engagement and activation health across priority segments
• Provide clear, structured reporting on program health (weekly and/or monthly depending on program need)
• Identify when performance is off track, diagnose likely causes, and drive targeted improvements
• Serve as a tactical lead for intervention strategies, identifying opportunities within member populations to improve engagement and health outcomes
• Project manage end-to-end launches to ensure experiences are timely, safe, accurate, and error-free
• Proactively surface opportunities via analysis—either by performing analyses yourself or directing HIDA to conduct deeper dives
• Create reusable analyses / reporting views that make it easy to:
• Partner with Client Success to confirm clear outcomes/targets and ensure alignment with client priorities
• Understand intervention performance
• Segment member populations for targeted strategies
• Review survey responses and synthesize insights for Client Success partners
• Co-develop performance strategy and presentation materials (e.g., SBRs, monthly refreshes), and help CS tell a crisp story with data + intervention results
• Partner with Product + Engineering to flag product limitations, propose improvements, and help prioritize capabilities that reduce manual work over time
• Help templatize program setup and optimization so it becomes repeatable and “high polish” for future programs (500 → 5,000 → 50,000 → 500,000 members)
• Build and maintain a scorecard for each Tier 1 program and keep it current
• Spot an underperforming segment, design an intervention approach, launch it, QA it, and monitor results
• Configure a new product experience end-to-end: criteria, content, collisions, testing, translations, publishing, documentation, communications
• Launch a client-requested survey and ensure results are easily viewable, summarized, and shareable
• Standardize what works across programs (e.g., apply a winback strategy learned in one state/program to others)
• What success looks like (first 3–6 months):
• Program performance scorecards exist and are trusted sources of truth; reporting is consistent and actionable where gaps and opportunities exist. We know exactly what is working and what isn’t (yet)
• You’ve shipped multiple high-quality interventions with strong QA and clear measurement plans
• Cross-functional partners view you as the “operator who makes it real”—fast, rigorous, and reliable
• At least one or two intervention learnings are turned into a repeatable program standard
• Reports into: Product
• Core partners: Client Success Leads, Product Management, Engineering/Design, HIDA/Analytics, Acquisition Marketing, Member Care Advocates