Job Description Summary:The role of the Project Manager, CS Operations, is to oversee and manage the successful execution of moderate-to-complex projects within the Customer Success organization. This role is responsible for project planning, coordination, risk management, and stakeholder communication, ensuring initiatives are delivered on time, within scope, and aligned to ModMed's strategic goals. The Project Manager drives cross-functional collaboration, ensures accountability, and identifies opportunities for process optimization within CS Operations. This role will support the Operational Excellence program in defining the business cases, how we will measure the return to value on the proposed initiatives, and work with the project team to manage the scope, schedule, and budget necessary to deliver the implementation of process excellence, business integration, technology adoption, and/or operational readiness projects.
Role & Responsibilities- Project Execution & Management: Execute end-to-end project management for CS Operations initiatives. Translate executive leadership priorities into actionable project scopes, resource allocations, and execution roadmaps ensuring that all tasks are completed effectively and aligned with business objectives.
- Stakeholder Coordination & Alignment: Serve as the central point of contact for project teams across Drive cross-functional alignment between Customer Success and key ecosystem partners (Product, Sales, and Accounting) to ensure seamless delivery. Facilitate regular meetings and maintain consistent communication to ensure all functional leads remain aligned on deliverables.
- Risk Tracking & Mitigation: Identify and track project risks, issues, and dependencies. Proactively escalate roadblocks to the CS leadership and own risk management lifecycle, independently engineering and executing mitigation strategies for complex operational roadblocks.
- Operational Readiness Support: Coordinate tactical workstreams to support new product launches and process updates. Ensure that training materials, documentation, and internal comms are updated and ready for team rollout. management methodologies, tools, and templates. Drive operational efficiencies in how CS Operations executes projects.
- Operational Reporting & Visibility: Maintain project dashboards and deliver regular status reports. Ensure that project progress, key milestones, and health metrics are clearly and concisely communicated to internal management teams.
- Process Adherence & Maintenance: Optimize, scale, and govern the CS Operations project management framework, continuously identifying workflow inefficiencies to improve delivery velocity. Provide feedback on existing workflows to help drive operational efficiencies within the project management lifecycle.
Skills & Requirements- Education Level: Bachelor's Degree Required
- Field of Study: Healthcare, Management Information Systems, Business Administration, Operations
- Related Experience / Qualifications: 5-7 years of related healthcare and/or project management experience
- End-to-End Project Execution
- SaaS Customer Success / Operations
- Stakeholder Coordination & Alignment
- Tactical Roadmap Tracking & Scheduling
- Operational Reporting
- Cross-Functional Collaboration
- Change Management Implementation
- Process Refinement & Documentation
- Tech Stack: CRM (Salesforce), Asana, Jira, Google Suite
- Qualifications / Competencies / Skills: Operational Strategy; Process Improvement; Workflow Optimization; Cross-Functional Leadership; Change Management; Continuous Improvement; Operational Scaling; Proactive Risk Mitigation; Executive Presence
- PMP, PMI preferred
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 Account, and Employee Assistance Programs,
- Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
- Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
- Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,
- Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.
