Job DescriptionOVERVIEWThe Strategic Program Manager leads multiple complex, enterprise-level programs that span multiple teams, departments, and stakeholders. They also oversee the end-to-end survey lifecycle, including managing the survey platform and fostering key stakeholder relationships to ensure we are asking the right questions at the most impactful moments of the customer journey. This role ensures successful execution of strategic initiatives through advanced program planning, risk management, stakeholder coordination, and delivery excellence. This position requires expertise in managing high-visibility, high-complexity programs with significant organizational impact.
REPORTS TOThe Strategic Program Manager reports to the Manager, Strategic Operations in the Product department.
ESSENTIAL DUTIESProgram Planning & Strategy:
- Oversee the execution of strategic initiatives and related programs throughout the organization
- Assist in the identification, development, and execution of organizational and program-level OKRs to ensure alignment with strategic priorities and measurable business impact.
- Partner with Product teams and key stakeholders to define program strategy, scope, objectives, success criteria, and key milestones.
- Develop, track, and communicate comprehensive project plans
- Ensure program objectives align with organizational strategy and KPIs.
- Contribute to the coordination and facilitation of company planning cycles.
- Facilitate decision-making conversations across Product, Engineering, and other business units to resolve conflicts and manage dependencies.
Survey Strategy & Platform Management
- Identify optimal touchpoints in the customer journey for feedback and develop targeted question sets for specific segments (e.g., New to Medicare, SNP members).
- Manage the business utilization of survey tools (currently Qualtrics) and lead the evaluation of alternative solutions that are more cost-effective and easier to implement.
- Ensure every survey has a defined purpose with identified actionable steps for negative feedback or identified pain points.
- Partner with Engineering and Data teams to integrate survey feedback into key systems.
- Stay current on industry trends and external research, such as Deft Research reports, to benchmark internal performance against market switching intentions.
Industry & Methodology:
- Evaluate, adapt, and champion AI-enabled tools and ways of working across the organization to improve efficiency, decision-making, and team effectiveness.
- Champion program and project management best practices and methodologies across the organization.
- Contribute to the development and maintenance of templates, tools, and processes.
- Assist in business process documentation in relation to programs and projects.
- Understand industry and competitor trends, news, and impacts to our organization.
BEHAVIORSThe SVG behaviors are central to this role:
- Be Aware: Demonstrate high emotional intelligence when handling customer feedback.
- Be Open & Honest: Maintain transparent communication with stakeholders regarding project status and survey findings.
- Be a Team Player: Collaborate cross-functionally to drive improvements based on customer insights.
- Be Accomplished: Drive for results, aiming for high stakeholder satisfaction (4 out of 5 scale).
- Be Forward Thinking: Anticipate customer needs and market trends to optimize CX strategy.
- Be a Problem Solver: Continuously improve processes based on lessons learned and feedback.
Qualifications- Bachelor's degree in Business or related field
- 5+ years of program management experience
- Experience managing cross-functional teams
- Proficiency with CX/VoC platforms (Qualtrics, Medallia, etc.)
- Strong analytical skills and experience with reporting dashboards
- Advanced stakeholder management and influence skills
- PMP preferred, not required
Additional Information- Competitive compensation Medical, Dental and Vision benefits after a short waiting period
- 401k matching program
- Generous paid time off program with an additional company break during the holidays
- Annual Volunteer Time Off (VTO) and a donation matching program
- Life Insurance Employee Assistance Program (health & well-being on and off the job) Rewards and Recognition
- Maternity and Parental Leave Training program and ongoing support throughout your entire Spring Venture Group career
- Diverse, inclusive & welcoming culture
- Optional enrollment options include HSA/FSA, AD&D, Spousal/Dependent life insurance, Short Term/Long Term Disability, Travel Assist, and Legal plans
