Program Manager, CS Operations

About this role

Join the Team Modernizing Medicine

At  ModMed , we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach:  we hired doctors and taught them how to code.  This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care.

A Culture of Excellence

When you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction.   From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes:

• Consistently ranked as a Top Place to Work

• 2025 Globee Business Awards:  Gold Globee for “Technology Team of the Year”

• 2025 Black Book Awards:  Ranked #1 EHR in 11 Specialties

• Florida Venture Forum:  Venture-Backed Company of the Year

We are growing fast, thinking big, and we are just getting started.

Ready to modernize medicine with us?

Job Description Summary: The Program Manager, CS Transformation serves as a senior strategic partner and visionary architect responsible for designing, innovating, and executing future-state operating models across ModMed's onboarding, training, and support ecosystems. This position bridges the gap between high-level corporate strategy and cross-functional execution by turning ambiguous organizational challenges into actionable, margin-aligned program roadmaps. Leading with a unique blend of process design and change management, the role establishes comprehensive governance structures and segmented service models to drive massive operational scalability while keeping the customer experience paramount.

Role & Responsibilities: • Strategic Blueprinting & Future-State Operating Models (25%): Lead the upstream architectural design and definition of future-state operating models across Customer Success. Convert abstract corporate objectives and strategic initiatives into structured, multi-stream transformation roadmaps that optimize organizational structures and drive long-term margin alignment.

• Journey Architecture & Experience Redesign (20%): Drive the complete architectural redesign of the implementation and customer education experience into tailored, segmented engagement models (ranging from digital self-paced journeys to high-touch consultative frameworks) based on complexity and customer needs.

• Strategic Discovery & Capability Design (15%): Lead complex discovery sessions, executive alignment workshops, and business case development to invent net-new organizational capabilities. Synthesize widespread organizational friction and market shifts into actionable service delivery frameworks before they are transitioned to CS Operations for deployment.

• Scalability, Automation & Standardization Strategy (10%): Proactively identify system gaps and operational bottlenecks across post-sale teams; design and implement scalable, standardized service delivery models leveraging automation and digital enablement to drive efficiency.

• Change Management & Readiness Frameworks (10%): Author and implement comprehensive organizational change management strategies, including impact assessments, targeted stakeholder communication, readiness planning, and adoption support to ensure structural shifts achieve high long-term adoption.

• Executive Strategy & Roadmap Formulation (10%): Partner directly with executive leadership to continuously compile feedback, synthesize metrics, and formulate actionable implementation recommendations, corporate presentations, and long-term transformation roadmaps.

• Performance Governance & Cost-Savings Accountability (10%): Retain final accountability for tracking and delivering targeted operational cost-savings and efficiency gains, building clear metric structures to validate the ROI and value stream of all active transformation initiatives.

Skills & Requirements: • Bachelor's Degree: Business Administration, Healthcare, Management, Information Systems, Operations, or related strategic fields.

• 10+ years of experience in Program Management, Business Transformation, Management Consulting, or Customer Operations.

• Proven experience leading large-scale cross-functional transformation initiatives.

• Track record managing matrixed, multi-stakeholder priorities and complex organizational change.

• Journey Architecture, Program Governance, Stakeholder Facilitation, Change Management, Performance Metrics & ROI Tracking, Operational Scaling, Cross-Functional Leadership, Risk Mitigation, Adoption Strategy, Executive Presentation, Master-level facilitation, strategic roadmap development, risk management, workshop leadership, and executive presentation capabilities.

• Project Management Professional (PMP) Certification.

• Lean Six Sigma Certification.

• Agility: Embraces change as a growth opportunity; learns from successes and failures and adapts to new challenges.

• Communication: Understands audience needs and clearly expresses ideas to build trust, ensure understanding, and collaborate effectively.

ModMed Benefits Highlight:  At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:

United States • Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution, • 401(k):  ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep. • Generous Paid Time Off and Paid Parental Leave programs, • Company paid Life and Disability benefits, Flexible Spending Ac

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