Program Manager – Launch and Implementations

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Onward

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

🏥 Healthcare

🚗 Transport

☁️ SaaS

Healthcare • Transport • SaaS

Onward is a healthcare-focused transportation company that provides both software and operated services to coordinate and deliver assisted rides. The company offers a transportation management SaaS platform that lets hospitals, health systems, PACE programs, senior living communities, VA healthcare, transit agencies, and health plans order, track, and manage healthcare transportation (including integration with EHRs). Onward also operates Companion Rides, a Door-Through-Door℠ assisted rideshare service with trained Companion Drivers who provide door-through-door support for patients and riders, and builds and manages networks of transportation partners to reduce clinic no-shows, speed discharges, and cut transportation coordination time.

📋 Description

• Lead end-to-end implementation of new customer programs, from contract close through go-live. • Develop and manage detailed project plans, timelines, and deliverables across internal and external stakeholders. • Document customer specific variations and operations dependencies. • Coordinate cross-functional teams (Operations, Product, Engineering, Partnerships) to ensure readiness for launch, including identifying task ownership, communication plans, escalation paths, reporting requirements, operational processes and any additional required investment (product, OPS) to support the new partnership. • Serve as the primary point of contact during implementation, ensuring clear communication and accountability. • Identify and mitigate risks, proactively resolving issues that could impact launch timelines or success. • Ensure all operational, technical, and compliance requirements (e.g., ADA, FTA where applicable) are met prior to go-live. • Translate customer requirements into clear operational workflows and platform configurations using Onward’s templated Standard Operating procedures. • Develop and execute onboarding and training for customer teams and partners. • Ensure a smooth transition from implementation to live operations with minimal disruption. • Own post-launch stabilizations process through defined success milestones, including monitoring initial program performance, identifying operational gaps, and implementing improvements. • Lead cross-functional stabilization reviews and issue resolution, including tracking launch health, operational burden, customer feedback, and adoption metrics.

🎯 Requirements

• 4+ years of experience in program management, implementation, operations, or project management roles • Proven track record of launching complex, multi-stakeholder programs or services • Experience in healthcare, public transportation, NEMT, or mobility services strongly preferred • Strong ability to manage multiple projects simultaneously in a fast-paced environment • Highly organized with exceptional attention to detail and execution • Data-driven mindset with the ability to track performance and drive operational improvements • Excellent communication skills, with the ability to work across executive stakeholders and frontline operators • Experience working with cross-functional teams including Product, Engineering, and Operations

🏖️ Benefits

• Bonus • Stock options