Program Manager, Customer Onboarding

About the Job Opportunity

The Program Manager owns end-to-end delivery of PartsSource's largest and most complex customer programs across enterprise health systems, IDNs, and multi-site organizations. You lead a matrixed project team spanning Engagement Managers, Implementation Specialists, technical resources, third-party partners, and cross-functional teams, holding them accountable to a comprehensive plan.

As the single accountable point of contact for customer executives, you own the integrated program: the cross-functional workstream plan, dependencies between solutions and third-party applications, the executive governance structure, and the change management that moves clinical and operational teams to full adoption. You sit in front of health system CFOs, COOs, and C-suite sponsors, navigating complex environments and establishing trusted relationships at all organizational levels.

Your success is measured by whether the program drives the intended clinical and operational outcomes and by your ability to build and sustain customer relationships that span the entire implementation lifecycle.

What You'll Do

Own the Integrated Program Plan

Build and maintain a single master program plan spanning every in-scope workstream, with defined critical path, sequencing logic, and explicit dependency mapping. Determine the right implementation sequence and identify which workstreams gate others, where parallel execution is safe, and where phasing protects customer stability. Set the program-level milestone framework and hold each workstream lead accountable to it, escalating slippage before it consumes float. Direct Engagement Managers, Implementation Specialists, and technical resources without formal authority, establishing clear ownership at the workstream level.

Define Program Scope, Commercial Structure & Effort

Partner with sales, legal, finance, and the customer to translate multi-solution commercial agreements into coherent delivery scope. Own the master statement of work and its relationship to subordinate SOWs, service descriptions, joinders, and site-level addenda. Present program scope, structure, assumptions, and dependencies to customer executives for alignment and sign-off. Size total program effort across workstreams, surface resourcing gaps early, and negotiate capacity. Manage change at the program level by assessing downstream impact of every change request on other workstreams, cost, and go live.

Establish Executive Governance & Stakeholder Relationships

Design and run the governance model including workstream sessions, program-level integration cadences, and an executive Steering Committee at the C-suite level. Produce reporting that consolidates multiple workstreams into a clear view of progress, risk, decisions, and value delivered. Serve as the single accountable point of contact for customer executive sponsors and escalation path for issues crossing workstream boundaries. Build and sustain relationships across HTM, supply chain, clinical engineering, IT, finance, and executive leadership.

Manage Program Risk, Integrations & Third Parties

Maintain a program-level risk register identifying risks that emerge from interaction between workstreams, and define mitigation plans with named owners. Coordinate data feeds, interfaces, asset migration, and ERP connections across technical teams and customer IT. Own relationships and delivery dates for OEMs, service providers, vendors, and multi-party delivery structures. Sequence onsite activity across multiple facilities and geographies, including inventories, deployments, and go live support.

Drive Adoption & Benefits Realization

Lead change management for multi-solution implementations. Set measurable criteria for each workstream and program overall; validate adoption and confirm benefits realization before closure. Hold accountability for the program's Customer Onboarding Index (COI) result against the 85%+ standard. Lead the In-Market Support phase through a clean transition to Services and Customer Success. Run retrospectives and feed findings back into the implementation methodology.

Partner Across the Organization & Advance the Practice

Coordinate across solution practices to secure resources and maintain delivery standards. Work integration dependencies, sequencing, and data readiness with Technical Onboarding. Define transitions with Services and Customer Care. Bring recurring program friction to Product and Engineering with evidence to advocate for platform improvements. Build reusable assets including templates, service descriptions, governance models, and sequencing patterns. Coach Engagement Managers and serve as delivery escalation resource across Customer Onboarding.

What You'll Bring

Your Background

7+ years delivering enterprise programs or complex implementations end to end, from scoping through benefits realization, in healthcare, health technology, or adjacent industry.

3+ years running programs with multiple concurrent workstreams under a single plan with real dependencies on each other.

Demonstrated experience leading matrixed delivery teams without formal authority, including holding peers and senior stakeholders to commitments.

Prior experience with integrating technology solutions into clinical operations to improve clinical and care capacity through formal cross-functional change management across multi-disciplinary stakeholders.

Experience with multi-site or multi-entity rollouts within health systems, IDNs, or comparable distributed organizations.

Experience managing programs with multiple technical integrations and third-party applications, vendors, or delivery partners.

Track record of managing complex, multi-stakeholder client relationships at the VP or C-suite level.

Strong executive communication and ability to hold a position under pressure: to tell a client what they need to hear rather than what they want to hear.

Ability to travel up to 50% in support of client implementations, executive reviews, and onsite activities.

Preferred

Direct experience with clinical engineering, biomedical, or managed equipment services, and understanding of what uptime means in a clinical environment.

Understanding of service contract mechanics, OEM versus ISO service trade-offs, and operational differences between acute care and ambulatory environments.

Comfort with commercial structures behind enterprise programs: master agreements, subordinate SOWs, joinders, and phased site additions.

PMP, PgMP, or equivalent program management credential.

Who We Want to Meet

Act Like an Owner

You own the program plan end to end. You instrument the program against delays, unresolved dependencies, and stalled integrations. You escalate early and hold workstream leads accountable to milestones.

Accountability & Execution, Ownership & Commitment

Serve with Purpose

You show up as a trusted partner to your customer sponsor. You understand that every implementation is a change story. Teams are learning new systems and workflows that affect patient care. You bring rigor and empathy to that transition, holding yourself accountable for adoption outcomes.

Relationship Management, Active Listening, Clear & Critical Thinking

Adapt to Thrive

You navigate ambiguity in large healthcare organizations with competing priorities and shifting demands. You stay flexible in approach while holding firm on what matters: customer outcomes and program health. You learn quickly and bring that learning forward.

Learning Agility, Resilience, Composure Under Pressure

Collaborate to Win

You lead without formal authority and do it well. You build credibility with Engagement Managers, technical leads, and customer stakeholders through clarity, responsiveness, and reliability. You bring people together across solution practices and customer functions. You mentor junior program managers.

Team Orientation, Influence & Persuasion, Alignment & Cohesion

Challenge the Status Quo

You notice when a process breaks down mid-program and ask why. You bring that signal back to product and operations leadership. You see what would make the next program faster and smoother and say it out loud. You contribute ideas for practice improvement.

Curiosity & Problem Solving, Continuous Improvement, Innovation