Senior Manager, Program Management [Manager]

Alto’s Customer Experience and Systems team (ACES)  is looking for a Senior Manager, Program Management to help pioneer this exciting method of customer service to all of our patients across the US. In this leader you will manage a team of ACES Program Managers supporting a team across delivery stations in the US. You will be working in a fast-paced environment where every day brings unique new challenges and new opportunities. You will be part of the senior leadership team that will help us build new processes to improve the customer experience. You should have excellent strategic, business and communication skills and be able to work with senior leaders, tech teams, and business stakeholders as well as legal owners to develop and execute a dynamic kind of customer service Model. This position will involve regular communication and engagement with senior management. Cross-team coordination, project management and executive level presentation skills will be key to success. The ability to lead remote teams virtually and travel as needed is also required.

Accelerate your Career as You:

Lead the implementation of operational excellence across Alto’s locations by:

• Monitoring results and progress towards goals
• Partnering and collaborating with cross functional teams to drive continuous improvement
• Ensuring best practices are shared with all Alto locations
• Defining and continually evolving operational strategic vision

A Bit About You:

Minimum Qualifications:

• Master’s Degree or MBA.
• 5-10 years of experience managing managers.
• 1-2 years of program management experience.
• Lean Six Sigma certified.
• Comfortable working in a diverse group and contributing to an inclusive culture
• Proven evidence of success in operational management, operational enhancement and operational change.
•  Leading through these levels without direct front line supervision
• Proven coaching and leadership skills including evidence of successful career progression and growth internally within operation and establishment of proven succession planning models.
• Excellent written and verbal communication skills both remotely and face to face.
• A proven track record of implementing, delivering large projects and communicating effectively at an executive level.
• A proven track record of creating strategic plans designed to drive continual improvements at scale

Preferred Qualifications: 

• Master’s Degree or MBA.
• 5-10 years of experience managing managers.
• 1-2 years of program management experience.
• Lean Six Sigma certified.
• Experience with call center, or call center like, management practices including key metrics and common planning mechanisms.
• Able to travel, as required by business (~50% of time).

Additional Physical Job Requirements:

• Read English, comprehend, and follow simple oral and written instructions.  The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.  Assessing the accuracy, neatness and thoroughness of the work assigned.
• Communicating with others to exchange information.  Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
• Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.
• The ability to hear, understand, and distinguish speech and/or other sounds (e.g., phone conversations)
• Frequent repeating motions required to operate a computer that may include the wrists, hands and/or fingers.
• Sedentary work: Sitting most of the time, exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Walking and standing are required only occasionally. 

• Reading English, comprehending, and following simple oral and written instructions. 

Salary Range:  $147,000- $173,000
*Please note this range is specific to employees in the market listed on this posting. Salary ranges for remote candidates working outside of this market can be subject to regionalized compensation based on their respective work location.
Commission Eligible: No
Equity Eligible: Full-time - Yes.
Travel: Yes, limited
Benefits: Full-time: Medical, Dental, Vision, 401(k), Group Life, AD&D, Employer paid STD/LTD, generous PTO and parental
leave.

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