Program Manager, Customer Onboarding & Implementation

Luma Health was founded on the idea that patients should easily be able to connect to their healthcare provider in a way that’s modern and mobile-first. 

For doctors, it means a full schedule, better patient outcomes, and caring for more patients. For clinics, it means a more automated practice, more revenue, and higher MIPS scores. For patients, it means getting the care they need and experiencing next-level patient care.

Needing to see a doctor is hard. Being able to see one shouldn’t be.

Luma is looking for an experienced program manager to boost effectiveness within our Implementation teams, and to drive substantial business outcomes. Are you passionate about strategic problem solving and effecting change across teams? Then we need you! We are looking for the first Program Manager to support customer onboarding & implementation. 

In this high-impact role, you will operate in an evolving environment, juggling a variety of responsibilities: operational, logistical, and strategic. You will report to the Senior Manager of Operations and be a trusted advisor to the Director of Professional Services. You’ll lead with an approach of continuous improvement for 1-2 pods of Implementation Managers.  You will own the development and management of rituals for a team of implementation managers, continuously seeking to improve the quality and effectiveness of their work.  You will drive complex projects, develop internal communications, provide escalation management, and build new processes from scratch. You will be seen as a go-to teammate – always one step ahead, anticipating needs.

As the ideal Program Manager of Customer Onboarding & Implementations, you are a self-starter, detail driven, and have experience with implementing SaaS products. You will need to have the interest to learn about the industry and the customer experience when adopting new work processes and tools. You are someone who has a mix of subject matter experience, including project management, SaaS implementations, and program management. With this experience, you will deeply understand the complexities of the role of the Implementation Manager, and be able to develop and manage a program focused on customer onboarding & implementation. 

• Keep a pulse on in-flight and upcoming projects and programs that may have an impact on this area of the business, proactively providing insights to leaders and teams who need to be made aware.
• Own the creation and development business and operational strategies by leading interactive workshops training, alignment, asking thoughtful questions, and helping to craft and implement the plan.
• Ensure the Implementation Managers in your pod(s) are delivering projects on time. 
• Instill project management best practices with the pod of Implementation Managers that you work with, and manage the prioritization of work in your pod, while tracking external commitments at a program level.
• Continuously refine and improve the implementation processes within your pods, as the needs evolve. You’ll identify what is causing project delays, 
• Communicate progress, manage risks and issues to team members and senior leaders.
• Generate targeted reports for different internal audiences, and be able to facilitate discussions based on the data.

• 5+ years experience managing multiple projects and implementations of a SaaS product
• Ability to handle multiple competing priorities in a fast-paced environment.
• A deep understanding of working with customers during the implementation period and a track record of managing scope.
• Organize and track projects, clarify project scopes, proactively manage risks, manage project escalations, ruthlessly prioritize tasks, and problem-solve.
• Proven ability to build alignment and influence others across the company to remain focused on desired outcomes without direct authority.
• Exceptional spoken and written communication skills in English.
• Able to thrive in ambiguity, be a champion of change, and be highly adaptable. You can take a complicated problem, identify next steps, and turn information and questions into action.
• Experience with Google Workspace, Slack, Rocketlane, ClickUp, and Salesforce.
• Note: You will work in one of the following time zones: Pacific, Mountain, Central, or Eastern Time

• 2+ years of Program Management experience
• Experience with facilitation of complex topics and cross-functional dependency management.
• Experience working in a fast-paced team built around Kanban or Scrum.
• Experience working in a growing start-up.
• Experience writing in health care, health tech, or related field.

• Medical, dental, vision (Luma Health covers 99% of the employee and 85% of the dependent premium costs).
• FSA/HSA 
• Commuter benefits (currently remote)
• Life insurance
• Short-term disability coverage
• Flexible Personal Time Off
• 401(k) program (employee’s contribution only)

Luma Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We believe in order to thrive, businesses need a diverse team and leadership. We welcome every race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. Everyone is welcome here. 

Come join us if you want to make a difference in health care.

Note: we have been made aware of individuals fraudulently claiming to represent Luma Health recruiting. Please note that you will never be asked to submit payment or share financial information to participate in our interview process. All emails from Luma Health will come from "@lumahealth.io" email addresses. Any emails from other email addresses are scams. If you suspect that you've been contacted by a scammer, we recommend you cease all communication with the scammer and contact the FBI Internet Crime Complaint Center. If you'd like to verify the legitimacy of an email you've received from Luma Health recruiting, forward it to [email protected].