Sr. Program Manager, Customer Strategy & Operations

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Job Details

Requisition #:680858 Location:Johns Hopkins Health Plans, Hanover, MD 21076 Category:Healthcare Operations Schedule:Day Shift Employment Type:Full Time

The Sr. 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 Sr. 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 accounts, clinic growth, business development, pricing, competitive positioning, and new customer implementation.

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 Accounts & 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, accurate, and current customer documentation, account plans, records, and action items within Salesforce and Confluence.

• Coordinate with Product, Growth, Marketing, Finance, clinicians, faculty, and operational partners to improve customer outcomes and standardize scalable processes.

• Provide operational support and coordination for business development, marketing, industry collaboration, faculty innovation, and other Solutions lines of business.

• Identify opportunities to leverage automation, analytics, digital health technologies, and artificial intelligence to improve customer experience, reporting, operational effectiveness, and team productivity.

• Provide leadership, coaching, and operational guidance to customer engagement and operations staff as assigned.

• Serve as an escalation point for customer, operational, reporting, and service-delivery issues requiring senior-level intervention.

• Perform other related duties as assigned.

Requirements:

Education:

Bachelor's degree required, with a concentration in Business Management preferred. Master's Degree in a related field is a plus.

Work Experience:

Senior Level requires at least 5 years' experience in health care-related business, consulting, or program development and/or project coordination/management, preferably in an academic medical center or major corporate institution. Public health, business development experience preferred. Health care, health research, or other technical health sector experience beneficial.

Preferred Work Experience:

7+ years of experience in healthcare customer engagement, customer success, healthcare operations, population health, account management, consulting, program management, or related healthcare leadership roles.

Experience leading complex customer portfolios and cross-functional initiatives with measurable customer, financial, operational, utilization, or clinical outcomes.

Previous leadership, supervisory, mentoring, or team-development experience preferred.

Strong familiarity with healthcare IT, population health, or analytics solutions.

Specific systems, applications, projects on which the position will be responsible to develop or maintain:

Salesforce, DrChrono, Health Cloud, Confluence, Qualtrics, Zoom, customer portals, customer reporting and analytics tools, invoicing workflows, and related integrations. Portfolio responsibilities may include various employer customer accounts and Solutions intervention programs.

Up to 30% US Travel

Salary Range: Minimum 44.81/hour - Maximum 71.70/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility. In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

The Hospital reserves the right to modify employee schedules as needed.

We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.

Johns Hopkins Health System and its affiliates are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.

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