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Senior Strategic Program Manager
Job Locations
US-Remote
Our Mission
Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS.Come be part of remarkable.
Overview
How you can make a difference:
The Sr Strategic Program Manageris responsible for coordinating, planning, documenting, and managing highly complex, mission-critical programs and projects. These programs and projects will have an enterprise or technology focus, requiring a strong influencer who can facilitate, collaborate, and build consensus among a broad range of stakeholders. This person will serve as the first line of knowledge and escalation for assigned program's health while continuously seeking ways to improve the effectiveness, efficiency, and output of the overall program.
This position acts as a liaison ensuring consistent communication of the program and project statuses across the organization.
Specific to this role -The person will manage the execution of a large-scale transformation initiative aimed at modernizing customer service operations at HealthEquity, including setting up and running a program management and transformation office to deliver the operational, organizational, and technology modernization initiatives for the program. This position will be instrumental in driving the successful adoption of these capabilities to improve customer and employee experience and drive operational efficiency.
What you'll be doing
Essential Duties and Primary Responsibilities:
Manages and carries out the personnel actions for direct reports, including but not limited to hiring and scheduling; training and evaluating; coaching and managing performance; making salary, merit, or other compensation recommendations for team of direct reports; and making recommendations and/or taking corrective or disciplinary action as appropriate.
Lead the Service Center Modernization Transformation Office, ensuring the program is structured to deliver high-impact results by establishing program governance, ensuring execution discipline and effective cross-functional collaboration.
Develops program/project charters that include specifications and objectives from initiation to delivery for complex projects within the program. Actively monitors program/project progress throughout the life cycle of associated projects.
Documents program/project responsibilities ensuring that activity, integration, and productivity are employed in the most efficient manner.
Ensure the program delivers measurable business impact aligned with strategic priorities. Oversee resource allocation, program funding, and trade-off decisions to maximize value creation. Implement operational dashboards and unified reporting to track key performance indicators (KPIs)
Act as the key liaison between Executive Leadership, transformation leadership, and operational teams, ensuring program alignment and visibility to include leading organizational change management efforts and driving communication strategies that articulate program benefits, secure stakeholder buy-in, and manage resistance to change.
Other duties as assigned.
What you will need to be successful:
Bachelor's degree in a related field or equivalent work experience.
8 to 10+ years of experience as a Program/Project Manager.
Proven experience in large-scale transformation program management, preferably in customer service, contact center, or digital transformation domains.
Deep understanding of AI/GenAI applications, self-service capabilities, and digital automation strategies for customer service operations.
* Strong financial acumen, with the ability to drive value realization and measure program success through business impact metrics.