Title: Sr. Manager, Project Management – Customer Establishment
Reports to: Director – Customer Establishment
Position Summary:
The Senior Manager, PM is a key leadership role within the Customer Establishment organization. This position is responsible for leading and developing a team of Implementation Project Managers, while driving execution excellence, customer satisfaction, operational consistency, and continuous improvement across implementation processes.
In addition to people leadership, the Sr. Manager, PM directly manages complex and high‑visibility customer implementations of CensiTrac and related service offerings. The role is accountable not only for successful delivery, but also for operational performance and measurable outcomes, including implementation efficiency, velocity, effort optimization, and customer satisfaction.
The Sr. Manager, PM is expected to be highly data‑driven, leveraging metrics and KPIs to identify trends, remove bottlenecks, and continuously improve the implementation operating model. This role requires strong collaboration across internal and external stakeholders to ensure timely, high‑quality delivery of software and services.
Specific Responsibilities:
1) Operational Excellence & KPI Ownership
- Owns and drives key implementation KPIs, including but not limited to: Implementation efficiency and revenue realization, Customer Satisfaction (CSAT), Project velocity and duration, Effort optimization and capacity utilization, On‑time delivery and backlog management
- Uses data, dashboards, and reporting to proactively identify risks, trends, and improvement opportunities
- Demonstrates strong analytical capability to define, track, and act on performance metrics
2) People Leadership
- Directly manages and develops a team of Implementation Project Managers
- Sets clear expectations for delivery standards, performance, and professional growth
- Provides ongoing coaching, mentorship, and actionable feedback to improve execution, communication, and customer outcomes
- Conducts regular 1:1 meetings, performance reviews, and development planning
- Builds a high‑performing, engaged, and accountable project management team
3) Continuous Process Improvement
- Leads continuous improvement initiatives to optimize implementation processes, eliminate inefficiencies, and rework
- Establishes and enforces consistent standard work and best practices
- Partners with cross‑functional stakeholders (Product, Engineering, Support, Sales, Customer Success) to improve end‑to‑end customer establishment outcomes
- Applies structured problem‑solving and root‑cause analysis to systemic delivery challenges
- Conducts risk assessments; maintains risk registers; develops mitigation, contingency, and escalation plans
- Serves as an escalation point for customer, delivery, or team issues
4) Internal Stakeholder Partnership
- Partners closely with cross‑functional teams (Sales, Customer Success, Support, etc.) to reduce project delays and address projects on hold
- Accountable for financial forecasting and for providing clear, timely updates to leadership on the status of ongoing and completed projects
5) Project Management – Critical / Complex projects
- Maintains direct accountability for successful delivery of assigned complex or high‑visibility implementations
- Ensures a consistently high‑quality implementation experience across all assigned projects
- Travel requirement of up to 20%
Qualifications:
Required
- 5–8 years of experience implementing / project managing software solutions in healthcare setting
- 2+ years of experience leading and managing project managers or delivery teams
- Demonstrated ability to use data and KPIs to drive decision‑making and operational improvements
- Exceptional presentation, communication, and stakeholder management skills
- Proven ability to lead, coach, and motivate teams
- Strong problem‑solving and analytical skills
- Well‑organized, detail‑oriented, and execution‑focused
- Self‑motivated individual with strong ownership mindset
- Proficiency with program management tools and methodologies
Preferred
- Project Management certification (PMP or equivalent)
- Understanding of SPD workflows and ITS system
- Demonstrated impact using Business System / similar lean process methodologies
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