Senior Manager, Program Management

Come join a winning team! Here at Imprivata, you’ll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.

While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.

We are seeking a Senior Manager, Program Management to join our team. This is a fully remote role.

Job Summary

The Sr. Manager of Program Management will oversee a team of Technical Architects and Program Managers responsible for service delivery of Imprivata Managed Services for our Access Management customers. This role will establish, maintain, track and report key performance indicators, ensure efficient processes for services delivery, and define and maintain adoption of best practices across the team, while functioning in alignment with best practices and in compliance with all regulatory requirements. You will possess a bias for continuous improvement and innovation, while maintaining high standards for customer excellence.

In addition to the ongoing health and scalability of Managed Services delivery, success in this role requires effective collaboration with other teams responsible for customer success including Product, Sales, and Support. Overall success in this role will be measured by excellent customer satisfaction and retention, as well as achieving customer retention and margin goals.

Duties and Responsibilities

• Establish and maintain a program management framework which drives a consistent and class leading level of service delivery for Imprivata customers 
• Join the Imprivata Managed Services management team, supporting our core mission to create Customers For Life, and contributing the continuous improvement of our management toolkit, processes, and best practices 
• Drive best practices and continually look for additional value opportunities based on team engagements 
• Present regular metrics, reports and program status updates to internal stakeholders 
• Guide and support team members’ personalized plans for career progression and growth 
• Handle customer escalations when needed, and resolving issues in a manner that balances operating standards with long-term value creation and customer relationships 
• Support with your experience the team-wide deepening of expertise in customer use cases, workflows and policies; support knowledge and skills development by team members that enable their effective use of our applications and data, identify and remediate skills gaps on the team 
• Enhance training programs for team members and direct reports 
• Other duties as assigned and required 

Required Qualifications

• 7-10 Years of related business experience with a Bachelor’s Degree in Computer Science, Business, Public Health, Healthcare Administration, Information Systems, Business Analytics or related discipline. 
• Proven track record of leading large complex customer engagements with executive stakeholders in a professional or managed services setting 
• 5+ Years of people management experience 
• Track record of providing consistently high service quality and results, as measured by customer satisfaction scores, services renewals rates, and/or adherence to contractual SLAs 
• Strong interpersonal, analytical, organizational, and problem-solving skills 
• Excellent verbal and written skills, as well as leadership, organizational and time management, presentation, and independent problem-solving skills 
• Knowledge of HIPAA, HITECH, GDPR, and DEA/State EPCS regulations 
• Prior experience with Imprivata solutions or relevant healthcare information technology a plus 
• Ability to work under pressure and me