Program Manager, Open School

Institute for Healthcare Improvement

Program Manager, Open School  

About IHI 

The Institute for Healthcare Improvement (IHI) is a leading, globally recognized not-for-profit health care improvement organization that has been applying evidence-based quality improvement methods to meet current and future health care challenges for more than 30 years. IHI provides millions of people in health care with methods, tools, and resources to make care better, safer, and more equitable; convenes experts to enable knowledge sharing and peer-learning; and advises health systems and hospitals of all sizes in improving their systems and outcomes at scale. IHI's mission is to innovate and lead transformational improvement in health and health care worldwide.

Position Summary:

Reporting to the Director, Education Operations, the Program Operations Manager, Open School leads the day-to-day operations and strategic implementation of Open School—a catalog of asynchronous, subscription-based courses serving both B2B and B2C audiences. This role is responsible for program operations, sales support, customer onboarding and success, data quality, and cross-functional collaboration with key internal stakeholders.

Position Responsibilities:

Responsibilities include but are not limited to the following:

• Manage the implementation of the strategy for Open School, ensuring seamless coordination of systems, budget oversight, data integrity, and internal processes that support scalable growth and high-quality learner experiences
• Oversee customer lifecycle management by enhancing and maintaining processes for onboarding, support, communication, and engagement while incorporating feedback loops to drive satisfaction and retention
• Own the implementation and evolution of key initiatives, including region- or sector-specific programs and communities of practice, working cross-functionally to meet the needs of diverse learner groups and organizational partners
• Develop and sustain cross-functional collaboration frameworks, serving as the primary operational connector between internal teams (e.g., Finance, IT, Sales, Marketing, and CX) to align systems, surface insights, and support shared accountability
• Maintain and continuously improve internal infrastructure, including documentation, reporting tools, knowledge-sharing platforms, and workflows to enhance team coordination, transparency, and long-term sustainability of Open School operations

Position Knowledge, Skills and Abilities:

• Excellent communication skills (both interpersonal and written), including superior presentation skills and ability to translate complex or technical content into layman’s terms
• Skilled in managing the day-to-day operations of digital programs, including coordinating internal and external workflows
• Comfortable interpreting usage data, trends, and learner outcomes to improve processes
• Strong interpersonal skills for managing customer inquiries, feedback loops, and ongoing support systems
• Ability to adapt quickly to manage the needs of the business, take and manage risks, and drive results
• Basic ability to understand technological integrations and enhance learning management system components
• Knowledge of subscription-based B2B/B2C service operations and customer lifecycle management
• Understanding of customer success best practices, including onboarding, engagement, and retention
• Capable of maintaining and improving internal tools, documentation, and systems to support scale and long-term program sustainability
• Ability to work across departments (Finance, IT, Marketing, Sales) to streamline operations and foster accountability
• Basic budget management and financial tracking for education or digital programs.
• Basic knowledge of data systems and infrastructure, including CRM, LMS, and reporting tools (e.g., Salesforce, iMIS, Excel/BI tools)
• Strong ability to understand cultural diversity and integrate into all areas of work
• Strong writing skills, including ability to produce written reports that succinctly describe activities, articulates insights and challenge

IHI Values and Culture

• Commitment to IHI Values of courage, love, equity, trust and impact
• Commitment to equity, anti-racism, and the improvement of societal systems
• For leadership roles - Ability to actively support, communicate, and teach the unique culture and values of the Institute for Healthcare Improvement

 Position Qualifications:

Required

• Bachelor’s degree or equivalent work experience in related field
• 3-5 years of experience in online program operations or customer success
• Experience:
  • Working within a global organization/online program
  • Managing a program budget of $2-5 million
  • Working cross functionally with Finance, IT, Marketing, etc.

Preferred

• Experience with:
  • Subscription based services
  • Digital learning
  • B2C and B2B customer bases supporting sales
• Experience utilizing:
  • CRM
  • LMS
  • Data Auditing tools

Physical Attributes:

• Ability to Sit for Extended Periods: Capability to work at a desk for long durations
• Manual Dexterity: Proficiency in using a computer, including typing, mouse handling, and other office equipment
• Visual Acuity: Ability to read and view a computer screen for extended periods
• Hearing and Speaking: Clear communication over phone and video calls
• Environment Setup: Access to a quiet, professional home office setup conducive to focused work and virtual meetings
• Lifting: Occasionally requires lifting up to 25 lbs as needed

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list or comprehensive inventory of all duties, responsibilities, skills, and qualifications required.

At IHI, we are inspired to do our best work and be our best selves by leaning into our values and uniting in our vision to create a future in which everyone has the best care and health possible. We ensure that people feel valued and supported in meaningful ways, as demonstrated in our total rewards package that features competitive compensation, medical, dental and vision coverage, life and disability plans, FSA plans, matching 401k contributions, tuition reimbursement, a personal development allowance to support what matters to you, a professional development allowance to support continued learning, respect for personal commitments and flexibility to manage them, generous time off including vacation time, wellness and wellbeing time, and other special programs to support employee wellbeing.

IHI is proud to be an equal opportunity workplace and an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, religion, sex or gender, marital status, national origin or ancestry, disability, veteran status, military service, age, sexual orientation, gender identity, genetic information, crime victim status, political belief, and any other protected class under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation to complete our application, please let us know. Veterans are encouraged to apply.