COMPENSATION: The full compensation range for this role is
$87,000 - $118,000 annually.
- Placement in Range: Most individuals are placed toward the lower portion of the range, reflecting the time it takes to learn and grow into the role. Placement at the top of the range is not typical. Movement through the range happens over time based on performance, skill development, and the annual compensation review cycle.
- External Candidates: Placement within the range is based on a combination of factors, including relevant experience, skills, education and certifications, demonstrated job-related competencies, work location, market data, and internal equity with peers in similar roles.
- Internal Candidates: Not every internal job change is a promotion with an associated pay increase. For qualified internal candidates whose current base pay is below the range, a move into this role typically includes an increase of 5-10%, or an adjustment to the range minimum, whichever is greater. For candidates whose current base pay already falls within the range, the move is typically considered lateral, with compensation reviewed during the annual compensation review cycle.
WORK LOCATION: Onsite or hybrid work from our Elk Grove Village, IL or Columbus, OH location is preferred; remote work is available for candidates based in one of Orsini's approved work states.
TRAVEL: Up to 15% and may include overnight stays.
POSITION SUMMARY:The Sr. Program Operations Manager is an experience, operationally focused professional within the Program Management team. This role partners closely with the EVP, Trade, Directors who lead Program Managers and Analysts, providing the structure, resources, and analytical support that allow program teams to deliver consistent, high-quality program performance.
Collaborating with key stakeholders, the Sr. Program Operations Manager maintains and improves the operational processes that support the analyst team, including the workload model, analyst onboarding and training, assignment balancing, and workflow efficiencies. The role also shares insights and lessons learned across programs, adapting proven approaches from one area to another to strengthen program consistency and quality. This is an individual contributor role with no direct reports.
ESSENTIAL JOB DUTIES:Program Excellence - Document, maintain, and apply standards for program execution, including service expectations, reporting cadences, and quality benchmarks.
- Partner with Account Management Directors to identify performance gaps and program opportunities, and support the implementation of improvement plans.
- Track and report on key performance indicators (KPIs) for program health, analyst productivity, and deliverable quality; investigate variances and recommend corrective actions.
Analyst Workload Management - Maintain and enhance the workload tracking model to provide visibility into analyst capacity, assignments, and utilization across programs.
- Recommend and coordinate analyst assignments and rebalancing based on program complexity, volume, priority, and contractual requirements.
- Analyze workload trends to forecast staffing needs tied to new program launches, program growth, and seasonal demand; provide data and analysis to support leadership headcount decisions.
- Identify workload conflicts and competing priorities, recommend solutions, and escalate to leadership when needed.
Training and Onboarding - Coordinate and deliver the analyst onboarding program, adapting existing materials to bring new analysts to full productivity efficiently and consistently.
- Develop and update training content covering program requirements, systems and tools, reporting, compliance expectations, and professional skills.
- Coordinate ongoing cross-training to support resource flexibility and coverage across programs.
- Maintain a library of training materials, standard operating procedures (SOPs), and job aids, ensuring content remains current.
- Assess analyst skill gaps, recommend targeted training, and provide input to managers on analyst development needs.
Operational Efficiency - Identify opportunities to streamline analyst workflows, reduce manual effort, and eliminate redundant work.
- Partner with IT, Data/Analytics, and Operations teams to help evaluate and implement tools, automation, and reporting enhancements.
- Apply and maintain standardized templates, processes, and deliverables across programs to improve consistency and scalability.
- Track and report on efficiency gains and their impact on capacity and service quality.
Cross-Program Insights and Learning - Coordinate knowledge-sharing forums (e.g., program roundtables, lessons-learned reviews) and maintain a best-practice repository across programs.
- Synthesize trends, recurring issues, and successes across the portfolio and translate them into actionable recommendations for leadership.
- Support Account Management Directors with data-driven insights for client business reviews, program strategy, and renewals.
- Promote continuous improvement and collaboration within the analyst team and with account teams.
Mentorship and Advisory - Mentor and coach analysts on program processes, tools, and best practices; serve as a go-to resource for complex or unusual questions.
- Provide input to analyst managers on analyst performance, skill development, and readiness.
- Advise Account Management Directors on analyst capacity, program operations, and process issues, adapting communication to the audience.
Other duties and responsibilities as required.
Disclaimer: The information written in this job description indicates the general nature and level of work to be performed. This job description is not designed to contain or be interpreted as totally comprehensive of every job duty, responsibility, or qualification required by an employee assigned to this job. While employed in this position, an employee may be required to perform other assignments not listed in this job description.
QUALIFICATIONS- Bachelor's degree in Business, Healthcare Administration, Operations, or a related field, and/or equivalent experience.
- 5+ years of progressive experience in account management, program management, client services, or operations.
- Experience building or maintaining workload, capacity, or resource-planning models.
- Experience developing and delivering onboarding or training content.
SKILLS:- Strong analytical skills with the ability to translate data into clear insights and recommendations.
- Excellent communication and influencing skills, with the ability to partner effectively with Directors and senior leaders, including those less familiar with the subject matter.
- Advanced proficiency in Microsoft Excel and reporting/visualization tools (e.g., Power BI, Tableau).
COMPETENCIES:- Analytical problem solving
- Process improvement and operational execution
- Coaching and knowledge sharing
- Data-driven decision making
- Cross-functional collaboration and influence
- Adaptability and continuous improvement
- Organization and prioritization in a fast-paced environment
PERFORMANCE EXPECTATIONS:Within the first 12 Months,
- The workload tracking model is accurate, consistently maintained, and provides real-time visibility into analyst capacity across programs.
- Onboarding is delivered consistently and reduces time-to-productivity for new analysts.
- Measurable efficiency gains are documented and reported to leadership.
- Cross-program knowledge-sharing sessions are held regularly and best practices are documented.
- Program Management Directors and Managers report improved support, consistency, and analyst readiness.
EMPLOYEE BENEFITSWe offer a comprehensive benefits package designed to support your health, financial security, and overall well-being:
- Medical Coverage, Dental, and Vision Coverage
- 401(k) with employer match
- Accident and Critical Illness coverage
- Company-paid life insurance options
- Generous PTO, paid holidays, and floating holidays
- Tuition reimbursement program.
