Job Description

Your Role

The Program Manager Consultant, Custom Product Implementation Triage, reports to the Principal Program Manager and supports complex group requests, strategic initiatives, and product implementation issue resolution. This role serves as the primary intake point of contact for Product processes, ensuring requests are complete, assessed, prioritized, and routed to the appropriate teams. Key responsibilities include managing requests from intake through resolution; coordinating stakeholder meetings to gather requirements, assess feasibility, obtain approvals, determine level of effort, and identify operational impacts; providing communications, dashboard updates, and status reporting; documenting requests and solutions to support a Product FAQ; and contributing to the development and implementation of standardized best practices. The role leverages existing systems and workflows to improve efficiency, strengthen prioritization, and support smooth product implementation.

Responsibilities

Your Work

In this role, you will:

• Provide overall program leadership, guidance, and manage all aspects of a given operational program or custom group onboarding, including requirements gathering, business case creation, and driving implementation and issue resolution
• Develop resourcing strategies to ensure optimum support for projects and for the day-to-day operational activities
• Lead large, complex implementations spanning multiple business areas to deliver strategic initiatives and measurable business value
• Support and coach project managers within the program, while providing technical expertise in planning, execution, and leadership of program, projects, and initiatives
• Be a trusted adviser to Product leadership, Senior Managers, Program Managers, and key stakeholders; serving as a Product Subject Matter Expert (SME) and overall program leadership ensuring appropriate processes are utilized, stakeholders are informed, and appropriate Product points of contact are engaged
• Ensure documentation and proper intake of various strategic requests of Product and guides request through governance, feasibility, level of effort through implementation and automation within Product systems
• Manage risks to implementation and agree on appropriate actions to mitigate/control ensuring strong governance is fully embedded with goals of urgent resolution and escalating promptly. Regularly review risk assessment with Product Leads, Senior Managers, Sales, and Implementation Teams and/or others as needed
• Review operational processes to determine gaps and inefficiencies; provides suggestions to leadership on improving/designing standard operational processes to increase operational reliability
• In an ever-changing environment, ensures process workflows and DLPs are always accurate and updated engaging MOC where needed
• Other duties as assigned

Qualifications

Your Knowledge and Experience

• Bachelor's degree or High School Diploma/GED and 4 years of additional relevant experience in lieu of a degree
• Requires at least 7 years of prior relevant experience
• Advanced experience with Microsoft Office Suite with preferred background with ShieldLink, Facets, JIRA, and Visio
• Excellent analytical and problem-solving skills required
• Possesses great organization skills and ability to prioritize effectively while managing multiple assignments, deliverables, and responsibilities
• Extensive experience in management of large initiatives and/or programs, ability to provide steady leadership in the face of uncertainty, change, and aggressive deadlines
• Extensive experience with developing and documenting business requirements and creating presentation materials

Hybrid

This role requires employees to be in-office based on our hybrid workplace model, balancing purposeful in-person collaboration with flexibility. For most teams, this means coming into the office two days each week.

Employees living more than 50 miles from an office location will work with their manager to determine in-office time based on business need.

Our Workplace Model

We believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility - providing clear expectations while respecting the diverse needs of our workforce. Our workplace model is designed around intentional in-person interaction, collaboration, connection, creativity and flexibility:

• For most teams, this means coming into the office two days per week.
• Employees living more than 50 miles from an office location, out of state employees, and employees in certain member-facing roles should work with their manager to determine in-office time based on business need.
• For employees with medical conditions that may impact their ability to work in-office, we are committed to engaging in an interactive process and providing reasonable accommodations to ensure their work environment is conducive to their success and well-being.

The Company reserves the right to require more presence in the office based on business needs, and requirements are subject to change with periodic reviews.

Physical Requirements:

Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.

Please click here for further physical requirement detail.