Omada Health is on a mission to inspire & engage people in lifelong health, one step at a time.  

Job overview:

The Senior Program Manager, Member Operations, reports to the Senior Director of Member Operations & is a member of the cross-functional Care Team Leads in Care Delivery & Member Operations Leadership Team. The Member Operations Senior Program Manager proactively engages with cross-functional stakeholders within Care Delivery & across the company to leverage the voice of the member, drive continuous improvement, root cause analysis, & launch new programs at a time of incredible growth for Omada. A successful candidate will have experience managing business challenges & have the ability to influence & drive cross-functional initiatives forward. They will have a strong bias toward data driven decision-making, & an innate ability to understand how metrics relate to business problems.

This role will be responsible for the following processes: (1) Member Operations Weekly Business Review (WBR) including creating, refining & expanding metrics & driving the weekly meeting.  (2) Continuous improvement to customer service & cost of revenue efficiency.  (3) Incident managementbeing a key partner in building out how the operations team manages significant incidents that impact members and/or care teams. 

Because the person in this role will influence colleagues within the Member Operations department, Care Delivery, & across Omada, they will also need to demonstrate strong leadership skills, be highly collaborative, influence without authority, be highly organized & have a passion for building data-driven programs that improve business operations.

About you:

You are passionate about Omadas mission to inspire & engage lifelong health one day at a time & our products that help members who are living with prediabetes, diabetes, hypertension or musculoskeletal issues.  You bring your whole-self to work everyday with a curious mindset ready to dive into complex sets of data, review member anecdotes, & regularly visit, shadow, & interact with our care team in order to find hidden problems that affect our members & that result in Member Ops. interactions. You develop well-documented & data-driven business cases based on your newly gained insights.  You always validate that metrics match the anecdote.  You surface these business cases to Care Delivery, Product, Engineering, & Business teams to influence their prioritization of solutions to fix issues. You measure the impact of implemented solutions to celebrate the improved member experience & the cost savings from your projects.  You are a Zendesk expert who can create ad hoc reports in Explore, deeply understand Zendesk Guide & underpinning functionality of Support & Talk.

Your impact:

• Management of strategic roadmap:
• • Document & manage business priorities, project governance plans, project schedules, success criteria & project milestones
  • Develop solutions, identify owners, set delivery/completion dates & set up mechanisms to ensure programs are on track
  • Proactively identify & resolve issues that affect member experience & may impair the teams ability to meet strategic, product, & technical goals
  • Actively build relationships across Omada teams to deliver on your roadmap. Partner with program/product managers, category teams, finance, legal, care teams & engineers to deliver on your roadmap
  • Anticipate bottlenecks, provide escalation management
  • Drives programs end-to-end including business goals, technical solutions, to improve member experience & execute continuous improvement and/or new workflow implementation strategy with minimal to no guidance 
  • Deeply understands broad business needs & prepares succinct recommendations for tradeoffs to balance business needs versus constraints 

• Communication & change management initiatives:
• • Communicate, verbally & in writing, clear & concise requirements & expectations with business & technology teams
  • Capacity to present well-reasoned & data-driven proposals in both verbal & written formIdentify & communicate risks & mitigation plans in collaboration with stakeholders; develop & maintain goals, milestones & completion datesInfluence others to drive ongoing program improvements based on user feedback & performance measurements
  • Utilize strong written & oral communication skillsHave the ability to handle confidential & sensitive information with extreme discretion
  • Develops documents for business cases & presentation slide decks independently  
  • Demonstrated ability to influence change both internally & externally independently
  • Sets the standard for authoring white papers & reports that translate technical/data solutions into recommendations for business audiences

• Data analysis:
• • Analyze data to perform needs & task analysis, scope projects & evaluate existing processes to propose solutions, define areas of focus/opportunity supported by data
  • Identifies process & system improvement opportunities by baselining/monitoring existing metrics, analyzing data & partnering with internal teams to positively impact results in areas such as candidate throughput & driver quality
  • Develops business insights with custom metrics/attributes without guidance
  • Builds business cases for new business metrics & implements them independently
  • Creates feedback loops to & drives continuous improvement independently  

• Zendesk proficiencies:
• Zendesk Explore expertise.  Proficient at creating custom metrics, attributes, functions,  customizing reports, & dashboards
• Zendesk Guide expertise.  Have implemented a self-service support strategy.

Bonus points for:

• Demonstrated experience administering Zendesk (working proficiency creating triggers & automations)
• Experience creating Tableau reports & dashboards

Basic Qualifications:

• Bachelor's degree in a related field
• 10+ years of program management experience in a technical support service role applying Lean methodology
• Experience using data & metrics to drive improvements
• TQM, Lean or Kaizen certification 

Preferred Qualifications:

• MBA or Masters degree in a related field preferred
• PMP or CSM certification

Benefits:

• Competitive salary with generous annual cash bonus
• Stock options
• Remote first work from home culture
• Flexible Time Off to help you rest, recharge, & connect with loved ones
• Generous parental leave
• Health, dental, & vision insurance (and above market employer contributions)
• 401k retirement savings plan
• Two giftable Omada enrollments per calendar year
• Lifestyle Spending Account (LSA)
• Mental Health Support Solutions
• ...and more!

It takes a village to change health care. As we build together toward our mission, we strive to embody the following values in our day-to-day work. We hope these hold meaning for you as well as you consider Omada!

• Cultivate Trust. We actively cultivate trust through attentive listening & supporting one another. We respectfully provide & are open to receiving candid feedback.
• Seek Context. We ask to understand & we build connections. We do our research up front to move faster down the road.
• Act Boldly. We innovate daily to solve problems, improve processes, & find new opportunities for our members & customers.
• Deliver Results. We reward impact above output. We set a high bar, were not afraid to fail, & we take pride in our work.
• Succeed Together. We prioritize Omadas progress above team or individual. We have fun as we get stuff done, & we celebrate together. 
• Remember Why Were Here. We push through the challenges of changing health care because we know the destination is worth it.
  
  

About Omada Health: Omada is a virtual-first chronic care provider that nurtures lifelong health, one day at a time. Our care teams implement clinically-validated behavior change protocols for individuals with prediabetes, diabetes, hypertension, & musculoskeletal issues for consistent improvements that stack up. With more than a decade of experience & data, & 24 peer-reviewed publications that showcase our clinical & economic results, we improve health outcomes & help contain healthcare costs. 

Our scope exceeds 1,800 customers, including health plans, health systems, & employers ranging in size from small businesses to Fortune 500s. Omada is the first virtual provider to join the Institute for Healthcare Improvements Leadership Alliance, reflecting our aim to complement primary care providers for the benefit of our members, & affirming our guarantee to every partner: Omada works different.

Omada is thrilled to share that weve been certified as a Great Place to Work! Please click here for more information.

We carefully hire the best talent we can find, which means actively seeking diversity of beliefs, backgrounds, education, & ways of thinking. We strive to build an inclusive culture where differences are celebrated & leveraged to inform better design & business decisions. Omada is proud to be an equal opportunity workplace & affirmative action employer. We are committed to equal opportunity regardless of race, color, religion, sex, gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws.

Below is a summary of salary ranges for this role in the following geographies:

California, New York State & Washington State Base Compensation Ranges: $148,800 - $186,000*, Colorado Base Compensation Ranges: $133,920 - $167,400*. Other states may vary.

This role is also eligible for participation in annual cash bonus & equity grants. 

*The actual offer, including the compensation package, is determined based on multiple factors, such as the candidate's skills & experience, & other business considerations.

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