Senior Manager, Program & Client Engagement Management – Healthcare

🕒 April 24

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EXL

WebsiteLinkedInAll Job Openings

10,000+ employees

💰 $2M Venture Round on 2015-01

Choosing a digital partner is about more than capabilities — it’s about collaboration and character.

📋 Description

• Lead delivery of one or more complex healthcare programs or portfolios, coordinating multiple parallel projects, vendors, and internal teams. • Create and manage integrated program plans, including scope, milestones, dependencies, risks, resourcing, and financial targets. • Ensure delivery is on time, within scope, and within budget while meeting contractual, operational, and regulatory obligations. • Drive governance across Agile and Waterfall delivery models. • Oversee cross-functional teams including product, engineering, operations and vendors. • Maintain a holistic view of overlapping initiatives, resource utilization, and downstream impacts across the portfolio; surface tradeoffs and recommendations. • Ensure consistent use of standard program management artifacts, reporting, and governance processes; coach teams on adoption and quality. • Establish and enforce environment governance (DEV/QA/PROD discipline) to reduce delivery risk. • Drive root cause analysis and resolution frameworks for recurring delivery issues. • Implement performance and SLA tracking across all workstreams. • Serve as a primary escalation point and delivery partner for client leaders and senior stakeholders. • Identify options and provide recommendations to resolve issues. • Build and maintain strong trusted relationships rooted in transparency, credibility, accountability and results. • Lead executive-level meetings, steering committees and governance forums. • Manage client expectations related to scope, quality, timelines, and outcomes; proactively address risks and concerns. • Partner with clients to define success measures, roadmap priorities, and continuous improvement opportunities. • Support contract execution, renewals, and change control in collaboration with sales, legal, finance, and delivery leadership. • Proactively manage client perception and escalation risk, especially in high-visibility situations. • Translate technical constraints into business-impact language for executive stakeholders. • Manage and own program-level financial performance, including forecasting, budget tracking, and variance analysis; escalate risks early with mitigation options. • Ensure accurate estimation of effort, costs, and resource requirements across phases and workstreams & drive financial transparency with clients to reduce billing disputes. • Manage and optimize staffing plans and utilization across internal teams and subcontractors. • Partner with finance and delivery leadership to support margin, revenue, and cost targets for assigned programs. • Identify and address cost leakage and billing misalignment. • Identify and manage risks, issues, and mitigation strategies. • Ensure compliance with Federal and state healthcare program requirements. • Be accountable for quality of deliverables and readiness for client acceptance; ensure traceability to requirements and contractual commitments. • Drive continuous improvement through post‑implementation reviews and lessons learned. • Enforce change management discipline, including clear classification of configuration vs code changes. • Ensure compliance expectations are clearly defined and not misaligned with billing models. • Foster a culture of accountability, collaboration, and continuous improvement. • Actively participate in departmental and leadership forums, contributing to delivery maturity, tools, and best practices. • Support and contribute to organizational initiatives focused on delivery excellence, talent development, and client success. • Drive alignment across teams to ensure consistent execution and communication.

🎯 Requirements

• 10+ years of professional experience managing large, complex healthcare programs • Proven experience in client facing leadership or account management roles • Experience with healthcare delivery, managed care, HMO, or government‑sponsored programs, preferably supporting care management and population health programs • Strong understanding of software development lifecycles, system implementations and releases • Ability to operate independently and drive outcomes under pressure within constrained timelines • Demonstrated ability to lead in highly regulated environments (Medicaid, Medicare, Federal Programs) • Advanced proficiency with Microsoft Project and Microsoft Office tools (Word, Excel, PowerPoint, Outlook, Visio, Project) • US Citizenship required.