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Senior Program Manager, Member Operations

Omada Health is on a mission to inspire and engage people in lifelong health, one step at a time.  

Job overview:

The Senior Program Manager, Member Operations, reports to the Senior Director of Member Operations and is a member of the cross-functional Care Team Leads in Care Delivery and Member Operations Leadership Team. The Member Operations Senior Program Manager proactively engages with cross-functional stakeholders within Care Delivery and across the company to leverage the voice of the member, drive continuous improvement, root cause analysis, and launch new programs at a time of incredible growth for Omada. A successful candidate will have experience managing business challenges and have the ability to influence and drive cross-functional initiatives forward. They will have a strong bias toward data driven decision-making, and an innate ability to understand how metrics relate to business problems.

This role will be responsible for the following processes: (1) Member Operations Weekly Business Review (WBR) including creating, refining and expanding metrics and driving the weekly meeting.  (2) Continuous improvement to customer service and cost of revenue efficiency.  (3) Incident management–being a key partner in building out how the operations team manages significant incidents that impact members and/or care teams. 

Because the person in this role will influence colleagues within the Member Operations department, Care Delivery, and across Omada, they will also need to demonstrate strong leadership skills, be highly collaborative, influence without authority, be highly organized and have a passion for building data-driven programs that improve business operations.

About you:

You are passionate about Omada’s mission to inspire and engage lifelong health one day at a time and our products that help members who are living with prediabetes, diabetes, hypertension or musculoskeletal issues.  You bring your whole-self to work everyday with a curious mindset ready to dive into complex sets of data, review member anecdotes, and regularly visit, shadow, and interact with our care team in order to find hidden problems that affect our members and that result in Member Ops. interactions. You develop well-documented and data-driven business cases based on your newly gained insights.  You always validate that “metrics match the anecdote.”  You surface these business cases to Care Delivery, Product, Engineering, and Business teams to influence their prioritization of solutions to fix issues. You measure the impact of implemented solutions to celebrate the improved member experience and the cost savings from your projects.  You are a Zendesk expert who can create ad hoc reports in Explore, deeply understand Zendesk Guide and underpinning functionality of Support and Talk.

Your impact:

  • Management of strategic roadmap:

  • Document and manage business priorities, project governance plans, project schedules, success criteria and project milestones

    • Develop solutions, identify owners, set delivery/completion dates and set up mechanisms to ensure programs are on track

    • Proactively identify and resolve issues that affect member experience and may impair the team’s ability to meet strategic, product, and technical goals

    • Actively build relationships across Omada teams to deliver on your roadmap. Partner with program/product managers, category teams, finance, legal, care teams and engineers to deliver on your roadmap

    • Anticipate bottlenecks, provide escalation management

    • Drives programs end-to-end including business goals, technical solutions, to improve member experience and execute continuous improvement and/or new workflow implementation strategy with minimal to no guidance 

    • Deeply understands broad business needs and prepares succinct recommendations for tradeoffs to balance business needs versus constraints 

  • Communication and change management initiatives:

  • Communicate, verbally and in writing, clear and concise requirements and expectations with business and technology teams

    • Capacity to present well-reasoned and data-driven proposals in both verbal and written formIdentify and communicate risks and mitigation plans in collaboration with stakeholders; develop and maintain goals, milestones and completion datesInfluence others to drive ongoing program improvements based on user feedback and performance measurements

    • Utilize strong written and oral communication skillsHave the ability to handle confidential and sensitive information with extreme discretion

    • Develops documents for business cases and presentation slide decks independently  

    • Demonstrated ability to influence change both internally and externally independently

    • Sets the standard for authoring white papers and reports that translate technical/data solutions into recommendations for business audiences

  • Data analysis:

  • Analyze data to perform needs and task analysis, scope projects and evaluate existing processes to propose solutions, define areas of focus/opportunity supported by data

    • Identifies process and system improvement opportunities by baselining/monitoring existing metrics, analyzing data and partnering with internal teams to positively impact results in areas such as candidate throughput and driver quality

    • Develops business insights with custom metrics/attributes without guidance

    • Builds business cases for new business metrics and implements them independently

    • Creates feedback loops to and drives continuous improvement independently  

  • Zendesk proficiencies:

    • Zendesk Explore expertise.  Proficient at creating custom metrics, attributes, functions,  customizing reports, and dashboards

    • Zendesk Guide expertise.  Have implemented a self-service support strategy.

Bonus points for:

  • Demonstrated experience administering Zendesk (working proficiency creating triggers and automations)

  • Experience creating Tableau reports and dashboards

Basic Qualifications:

  • Bachelor's degree in a related field

  • 10+ years of program management experience in a technical support service role applying Lean methodology

  • Experience using data and metrics to drive improvements

  • TQM, Lean or Kaizen certification 

Preferred Qualifications:

  • MBA or Masters degree in a related field preferred

  • PMP or CSM certification

Benefits:

  • Competitive salary with generous annual cash bonus

  • Stock options

  • Remote first work from home culture

  • Flexible Time Off to help you rest, recharge, and connect with loved ones

  • Generous parental leave

  • Health, dental, and vision insurance (and above market employer contributions)

  • 401k retirement savings plan

  • Two giftable Omada enrollments per calendar year

  • Lifestyle Spending Account (LSA)

  • Mental Health Support Solutions

  • ...and more!

It takes a village to change health care. As we build together toward our mission, we strive to embody the following values in our day-to-day work. We hope these hold meaning for you as well as you consider Omada!

 

  • Cultivate Trust. We actively cultivate trust through attentive listening and supporting one another. We respectfully provide and are open to receiving candid feedback.

  • Seek Context. We ask to understand and we build connections. We do our research up front to move faster down the road.

  • Act Boldly. We innovate daily to solve problems, improve processes, and find new opportunities for our members and customers.

  • Deliver Results. We reward impact above output. We set a high bar, we’re not afraid to fail, and we take pride in our work.

  • Succeed Together. We prioritize Omada’s progress above team or individual. We have fun as we get stuff done, and we celebrate together. 

  • Remember Why We’re Here. We push through the challenges of changing health care because we know the destination is worth it.

About Omada Health: Omada is a virtual-first chronic care provider that nurtures lifelong health, one day at a time. Our care teams implement clinically-validated behavior change protocols for individuals with prediabetes, diabetes, hypertension, and musculoskeletal issues for consistent improvements that stack up. With more than a decade of experience and data, and 24 peer-reviewed publications that showcase our clinical and economic results, we improve health outcomes and help contain healthcare costs. 

Our scope exceeds 1,800 customers, including health plans, health systems, and employers ranging in size from small businesses to Fortune 500s. Omada is the first virtual provider to join the Institute for Healthcare Improvement’s Leadership Alliance, reflecting our aim to complement primary care providers for the benefit of our members, and affirming our guarantee to every partner: Omada works different.

Omada is thrilled to share that we’ve been certified as a Great Place to Work! Please click here for more information.

We carefully hire the best talent we can find, which means actively seeking diversity of beliefs, backgrounds, education, and ways of thinking. We strive to build an inclusive culture where differences are celebrated and leveraged to inform better design and business decisions. Omada is proud to be an equal opportunity workplace and affirmative action employer. We are committed to equal opportunity regardless of race, color, religion, sex, gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws.

Below is a summary of salary ranges for this role in the following geographies:

California, New York State and Washington State Base Compensation Ranges: $148,800 - $186,000*, Colorado Base Compensation Ranges: $133,920 - $167,400*. Other states may vary.

This role is also eligible for participation in annual cash bonus and equity grants. 

*The actual offer, including the compensation package, is determined based on multiple factors, such as the candidate's skills and experience, and other business considerations.

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