Senior Program Manager - Customer Strategy & Operations

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The Senior Program Manager
- Customer Strategy & Operations, will lead customer strategy and operational execution across the JHHC Solutions portfolio, translating customer priorities, population health insights, and performance data into coordinated account plans, scalable workflows, customer retention strategies, and measurable growth outcomes.

The Senior Program Manager
- Customer Strategy & Operations will serve as the strategic lead for assigned key employer customer relationships while also providing portfolio-level leadership for customer engagement, operational prioritization, and continuous improvement. The position complements the existing Senior Program Manager role focused on strategic relationships, clinic growth, business development, pricing, competitive positioning, and new customer implementations.

Responsibilities:

• Lead portfolio-wide customer engagement, customer strategy, and operations planning, ensuring each assigned customer has clear goals, success measures, engagement plans, and growth opportunities.

• Serve as strategic lead for assigned key employer customer accounts, including executive relationship management, business reviews, customer retention, contract renewals, service recovery, and identification of expansion opportunities.

• Develop and oversee account strategies that align customer priorities, population health needs, operational capabilities, and organizational goals.

• Provide strategic guidance and mentorship related to account management activities, ensuring consistency in customer engagement, service delivery, and renewal planning.

• Partner closely with the Senior Program Manager responsible for Strategic Relationships & Growth to coordinate implementation activities, account expansion opportunities, and seamless transitions from new business into ongoing customer support.

• Oversee account management activities for assigned customers and programs, including recurring meetings, reporting, issue resolution, customer communications, and follow-up.

• Lead retention and renewal planning, identifying customer risks and developing mitigation strategies.

• Design and implement data-informed customer engagement and population health strategies, including utilization initiatives, interventions, incentives, education, webinars, case studies, and other customer success initiatives.

• Review customer reports and deliverables for accuracy, quality, strategic relevance, and alignment with contractual commitments.

• Analyze utilization, operational, satisfaction, and population health data to identify trends, risks, opportunities, and recommended actions.

• Provide leadership and prioritization for customer operations activities, ensuring resources are aligned with organizational goals and customer commitments.

• Oversee customer systems and operational infrastructure, including Salesforce, DrChrono, Health Cloud, Confluence, Qualtrics, Zoom, customer portals, and relevant integrations, workflows, access, and training.

• Ensure timely, accurate invoicing and pricing support for assigned customers and programs, including vendor-related workflows as applicable.

• Establish and monitor key performance indicators, customer health metrics, service levels, reporting standards, and operational performance measures.

• Oversee customer satisfaction and feedback programs, including patient satisfaction surveys, Net Promoter Score processes, reporting, follow-up activities, and improvement initiatives.

• Maintain complete,…