Senior Program Manager

Role: Senior Program Manager

Contract: Full-time Remote Contractor (40 hours weekly / 160 hours monthly)

Business Hours: Monday through Friday, 9 AM to 5:30 PM EST

Rate: $3,800 - $4,500 USD monthly / $45,600 - $54,000 USD annually (Salary is negotiable based on experience and location)

Availability to Start: Immediately

Company Profile

This established US-based healthcare center provides compassionate, patient-centered care for individuals seeking support across a range of healthcare and rehabilitation needs. The center offers services spanning rehabilitation, behavioral health, substance abuse recovery, physical therapy, and medication-assisted treatment, with a strong focus on personalized care and positive patient outcomes.

What You'll Do

As the Senior Program Manager, you will help strengthen how work is coordinated and executed across the organization. You will work closely with department leaders to understand existing workflows, identify gaps, establish effective tracking systems, and improve accountability across teams. You will be responsible for creating visibility into key initiatives, managing cross-functional dependencies, documenting processes, and ensuring that priorities, action items, and deliverables stay on track. Your core responsibilities will include the following:

Map & Document Current Workflows

• Conduct structured interviews with Ops, Finance, Compliance, and Client Success to understand how work currently flows end-to-end.
• Document key workflows: patient qualification, order routing, client onboarding, billing/collections, invoicing, and partner support.
• Identify handoff points, bottlenecks, and failure modes where work gets stuck or dropped.
• Produce clear process maps and SOPs that teams can actually use.

Build Visibility & Tracking

• Design and maintain a cross-functional initiative tracker — who owns what, what stage it's in, what's at risk.
• Build dashboards and scorecards that give leadership a real-time view of operational health.
• Track inter-department dependencies so that delays in one team's work surface before they cause downstream failures.
• Create escalation paths and status reporting cadences so the right people know the right things at the right time.

Drive Accountability Without Authority

• Follow up with stakeholders on open items and commitments, keeping things moving without being a blocker.
• Proactively identify any bottlenecks in the execution plan and bring them to the attention of the relevant stakeholders.
• Facilitate cross-functional syncs and document decisions, action items, and owners.
• Maintain a clean issue log and drive resolution on recurring problems.
• Be the connective tissue between departments, so no one is surprised.

Support Process Improvement Over Time

• Identify high-impact processes to prioritize for redesign based on error rates, cycle time, or volume.
• Propose and implement incremental improvements; measure impact.
• Build a simple continuous improvement intake mechanism so improvement ideas don't get lost.
• Support automation requirements gathering, translate operational pain points into clear requirements for the Product/Engineering team.

What You Should Have

Must-haves:

• 6–10 years of experience in Operations, Program Management, Business Operations, Process Improvement, Chief of Staff, or Head of Staff roles, with strong experience in technology and AI.
• At least 2 years of experience supporting or working with US-based companies.
• Experience in US healthcare, pharma services, or a regulated industry, ideally in a shared services environment supporting US clients.
• Demonstrated experience mapping and documenting complex, multi-step workflows across departments.
• Strong dependency tracking and project management skills, with the ability to keep plans on track across multiple teams.
• Proficiency with PM and tracking tools such as Asana, Monday.com, Jira, Notion, or similar.
• Advanced Excel/Google Sheets skills as a baseline.
• Excellent written and verbal English communication, with the ability to interview senior stakeholders and turn complex information into clear documentation.
• Strong relationship-building skills and the ability to work alongside operational leaders without disrupting their authority.
• Comfortable working US business hours, with EST overlap preferred.

Technology Speci