Position Overview: 

We are seeking a customer-oriented, highly organized, and technical Program Manager to serve as the dedicated Single Point of Contact (SPOC) for our strategic partnership with a key customer. In this critical role, you will be responsible for managing the delivery and ongoing support of GuidingCare, HealthEdge’s enhanced care management platform, across the customer's Medicaid organization, which spans several states and serves several million Medicaid members. 

The ideal candidate will have a proven track record of successfully delivering complex, high-visibility software programs from implementation through ongoing optimization, with particular strengths in managing stakeholder relationships at the director and manager level, leveraging program and project management best practices, and translating between business needs and technical solutions. This role requires someone who can navigate large, matrixed organizations, take clear ownership and accountability across multiple internal workstreams, and drive customer value through influence and collaboration rather than direct authority. 

About Center of Excellence: 

Centers of Excellence (COE) are teams whose primary goal is to provide expertise in a specific field. COEs will usually provide support through training, research, and skilled leaders. In the case of HealthEdge, our Centers of Excellence incorporate the Human Resources, IT, Legal and Financial fields, all of which provide support to our Product divisions and allows the enterprise to move forward and achieve its goals. 

Your Impact: 

Client Relationship Management & Accountability 

• Serve as the primary Single Point of Contact (SPOC) for all GuidingCare and clinical-related concerns for the customer account 

• Lead director and manager-level engagements primarily with the customer's Product Owners, Delivery Managers, and Business Analysts 

• Take clear accountability for workstreams across HealthEdge Product, Engineering, Operations, and Services teams 

• Partner closely with executive stakeholders and the Customer Success Executive to understand the customer's business goals, strategic initiatives, and priorities, and how our platform advances their business objectives 

• Translate customer business requirements into technical specifications and work with internal product & engineering teams to evaluate feasibility, effort, and alternative solutions 

• Interpret technical constraints, performance considerations, and system limitations for customer stakeholders in business terms that relate to their operational and strategic objectives 

• Build and maintain trust with customer leadership through consistent, transparent communication and reliable delivery 

Program Delivery & Value Realization 

• Responsible for overall delivery and value realization of concurrent implementation/expansion and enhancement projects 

• Demonstrate program value by providing measurable results, proactively monitoring risks to delivery, and resolving issues at the lowest possible level 

• Orchestrate cross-functional teams to develop high-quality, detailed project plans that achieve program goals 

• Define project plans that identify key objectives, timelines, dependencies, resources needed, and change management strategies 

• Monitor project timelines for task completion and ensure adherence by identifying and mitigating issues before they occur or troubleshooting problems when they arise 

• Conduct program-wide risk and issue management, ensuring appropriate escalation paths and timely resolution 

• Evaluate technical design proposals and solution approaches, assessing trade-offs between technical complexity, delivery timelines, and business value 

• Participate in technical discussions to understand root causes of issues, validate proposed solutions, and assess impact on customer operations 

Communication & Coordination 

• Take excellent meeting notes with detailed action items and follow-ups 

• Drive proactive communication and ensure timely execution of deliverables across multiple internal teams 

• Translate internal product complexity into clear business language for customer stakeholders 

• Communicate customer business needs, workflow requirements, and operational constraints to technical teams in sufficient detail to inform design and implementation decisions 

• Create presentations to report on progress, activities, and milestones to senior stakeholders both internally and externally 

• Manage portfolio and executive-level expectations and communications 

• Maintain a customer-facing single source of truth for program status, decisions, and next steps 

• Keep an eye toward process improvement opportunities and implement changes that unlock customer value 

Cross-Functional Partnership 

• Partner with internal teams (Product, Engineering, Customer Success, Customer Operations, Services) to ensure seamless delivery and support for customer initiatives 

• Coordinate across HealthEdge's matrixed organization to secure resources and navigate blockers 

• Support portfolio-level processes by ensuring priorities are effectively managed within the program in accordance with project needs 

• Establish and enhance program management processes that support successful oversight, management, and reporting at the program and project level 

• Ensure projects within the program are prioritized, staffed, and resourced to deliver expected results and benefits 

• Collaborate with Product and Engineering teams to assess technical feasibility of customer requests and recommend alternative approaches when original requests are not viable 

What You Bring: 

• Bachelor's Degree in a related field or equivalent combination of technical education and experience 

• 7 or more years of experience leading complex, billable, software delivery-based projects for external clients 

• Proven experience serving as a Single Point of Contact for large enterprise accounts 

• Demonstrated ability to lead director and manager-level stakeholder engagements 

• Familiarity with care management platforms and how they support payer business operations 

• Solid understanding of software development processes including agile methodologies such as SCRUM/Kanban 

• Strong technical acumen with ability to understand system architectures, data models, API integrations, and technical dependencies 

• Demonstrated capability to participate credibly in technical discussions with engineering teams while maintaining focus on business outcomes 

• Strong technical acumen to understand product capabilities and how they map to customer business needs 

• Superior problem-solving abilities coupled with strong decision-making capabilities 

• Outstanding verbal and written communication skills, including the ability to take detailed meeting notes and drive follow-through 

• Exceptional organizational skills with meticulous attention to detail 

• Proven track record of taking ownership and driving accountability across matrixed organizations without direct authority 
   

Bonus Points: 

• Experience with JIRA 

• Experience with SmartSheet 

• PMP Certification 

• Familiarity with healthcare payer operations, particularly Medicaid programs 

• Awareness of regulatory compliance requirements in healthcare (NCQA, state regulations) 

• Experience working with large, multi-state health plans or payer organizations 

• Background in care management, utilization management, or population health operations 

• Experience with API integrations, web services, and system-to-system data exchange 

• Knowledge of cloud platforms (AWS, Azure) and modern software architecture patterns 

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers. 

Geographic Responsibility: While HealthEdge is located in Boston, MA, you may live anywhere in the U.S. 

Type of Employment: Full-time, permanent 

FLSA Classification (USA Only): Exempt 

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job: 

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 

• Work across multiple time zones in a hybrid or remote work environment. 

• Long periods of time sitting and/or standing in front of a computer using video technology for client meetings and internal collaboration. 

• Travel may be required depending on client needs and program requirements (estimated 10-20% annually). 

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check. 

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities. 

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