The Program Manager will coordinate and drive customer engagements and internal initiatives within the HealthShare Upgrade Advisory Program (UAP). The program helps customers develop a repeatable upgrade process and build the capability to manage future HealthShare upgrades with increasing independence. Its focus is on improving predictability and reducing upgrade failures and downtime through a consistent methodology, reusable tools and practical artifacts.
The Program Manager will drive InterSystems activities and commitments, working closely with the customer's Project Manager, where available. The role will also help evolve the UAP's processes, delivery approach and capabilities, working tightly with product, Managed Services and TrakCare upgrade teams, contributing to recommendations on how the program and team should develop as customer needs become clearer and product evolves.
Key Responsibilities- Coordinate UAP Engagements: Plan and track UAP engagements across customers, maintaining visibility of scope, milestones, resource needs and dependencies. Align InterSystems advisory activities with each customer's upgrade plan and agreed objectives.
- Drive Project Progress: Work alongside customer Project Managers to establish clear responsibilities, maintain action and decision logs, track risks and issues, and resolve or escalate blockers. Drive completion of InterSystems commitments and follow up on customer dependencies.
- Ensure Upgrade Readiness: Coordinate with customers and internal technical, Services, Support and Product teams to confirm readiness activities are planned and completed, including environments, testing, resources, cutover and rollback planning, and required approvals.
- Build Customer Self Sufficiency: Coordinate knowledge transfer and the use of UAP methods, tools and documentation so customers can take increasing ownership of future upgrades. Work with the team and customer to identify capability gaps and agree practical enablement actions.
- Develop the Upgrade Methodology: Work with technical specialists to develop and refine a consistent upgrade approach, including project templates, readiness checklists, test planning guidance, runbooks and other reusable artifacts. Coordinate tooling requirements, development priorities and adoption.
- Improve Quality and Predictability: Facilitate readiness reviews and lessons learned, ensuring findings inform subsequent engagements. Track measures such as milestone predictability, upgrade issues, downtime and customer readiness to identify improvements and reduce avoidable disruption.
- Align Stakeholders and Communicate Progress: Provide clear project and program reporting to customers and internal leadership. Coordinate across teams to maintain shared expectations, timely decisions and accountability for agreed actions.
- Support Program and Team Development: Identify recurring customer needs, delivery bottlenecks and capability gaps. Help leadership evaluate future delivery models, including the potential for a more comprehensive upgrade service, and recommend changes to processes, team capabilities and resource requirements.
Experience and Qualifications Required- Proven experience in project or program management within enterprise software, preferably in healthcare IT or interoperability environments.
- Experience coordinating software upgrades or complex technical projects, including readiness, testing, cutover planning, risk management and post-upgrade review.
- Strong customer and stakeholder management skills, with the ability to drive progress alongside a customer's Project Manager and influence teams without direct authority.
- Experience developing repeatable processes, reusable project artifacts and improvements to delivery quality and predictability.
- Ability to support customer enablement and knowledge transfer, helping teams build the capability to manage future projects independently.
- Excellent communication, organization and coordination skills, with the ability to manage multiple concurrent engagements and internal initiatives.
- Ability to work effectively in an evolving program and translate customer feedback and delivery experience into practical recommendations.
- Familiarity with HealthShare, InterSystems IRIS for Health or comparable healthcare integration platforms is preferred.
- Project Management certification such as PMP or PRINCE2 is preferred.
AI Competencies- Familiarity with AI-enabled productivity tools, such as Microsoft Copilot, to support project planning, meeting summaries, documentation, risk identification and progress reporting.
- Awareness of responsible AI principles, including data privacy, information security, accuracy checking and appropriate use of AI tools when handling sensitive healthcare or customer information.
- Interest in using AI to improve upgrade planning, reusable documentation, knowledge transfer and program workflows.
InterSystems is providing a current good faith estimate of the anticipated base salary range for this position depending on a variety of factors including experience, education, skills, and performance.
Other compensation may include a discretionary annual variable target incentive.
The company also provides generous employee benefits including:
- Medical, vision, and dental insurance
- Short-term and long-term disability, and life insurance
- 401(k) Profit Sharing Contribution
- Paid Time Off and Holidays
- Parental Leave
- Tuition reimbursement
The estimated base compensation range for this role is:
$118,000-$150,000 USD
