Senior Operations Program Manager

About the Company
The hiring organization is seeking a full-time Senior Manager, Provider Operations Strategy & Programs in the United States to lead cross-functional operational strategy, scale internal systems, and manage critical programs across provider operations.
About the Role
The Senior Manager, Provider Operations Strategy & Programs will lead cross-functional operational strategy, scale internal systems, and manage critical programs across provider operations, partnering with senior leadership and pillar leaders while managing and mentoring project managers.
Responsibilities
Partner with senior leadership to define and prioritize quarterly initiatives spanning multiple pillars or requiring cross-functional coordination, developing comprehensive program briefs that define scope, stakeholders, timelines, resource requirements, success metrics, and dependencies.
Drive strategic programs from initiation through close-out, monitoring milestone progress, escalating blockers early, and measuring quantitative outcomes (such as fill rate impact, cost savings, and cycle time) alongside qualitative outcomes (such as process improvements and cross-team alignment).
Collaborate with pillar leaders to document core operational workflows and design scalable systems, tooling, playbooks, checklists, SLAs, and decision trees that support business growth without requiring proportional headcount increases.
Audit workflows for operational gaps, redundancies, and hand-off friction, recommending actionable improvements and overseeing implementation.
Serve as a central connector across Quality of Service, Staffing, Experience, Growth, Analytics, and Strategy & Programs pillars, identifying cross-functional signals, conflicts, and strategic opportunities early.
Manage operational relationships between Provider Operations and cross-functional teams in Sales, Product, and Support, proactively setting expectations around capacity and constraints.
Lead quarterly planning sessions with pillar leaders to align on strategic roadmaps and identify potential risks and dependencies.
Maintain an eight-week forward-looking view to anticipate market shifts, business developments, and product changes that impact provider strategy.
Manage and mentor project managers, expanding their scope of ownership and guiding them into managing increasingly complex initiatives.
Evaluate automation and AI tools in partnership with pillar leaders to assess operational and economic value versus unnecessary complexity.
Qualifications
6+ years of experience in operations, business operations, or program management, or equivalent leadership impact in a relevant domain.
Demonstrated experience managing cross-functional work and influencing decisions without positional authority, including successfully leading 3+ concurrent programs across multiple teams.
Proven track record of managing and mentoring one or more direct reports into independent operators.
Demonstrated success building or significantly improving repeatable, standardized operational processes that scale effectively with business growth.
Professional experience operating within a high-growth company environment.
Strong data fluency, including the ability to self-serve data to identify operational problems, track key performance indicators, and guide trade-off decisions.
Strong written and verbal communication skills, with proven ability to present complex trade-offs and strategic recommendations to senior leadership clearly and without jargon.
High comfort with ambiguity and a track record of effective decision-making in environments with incomplete information.
Strong execution orientation, with demonstrated ability to establish realistic plans, monitor progress, course-correct proactively, and consistently deliver results.
Required Skills
Experience in operations, business operations, or program management.
Ability to manage cross-functional work and influence decisions without positional authority.
People management and mentoring skills.
Process design and improvement skills for scalable operations.
Experience in high-growth company environments.
Data fluency and ability to self-serve data.
Strong written and verbal communication skills.
Ability to make decisions in ambiguous environments with incomplete information.
Strong execution and project delivery skills.
Preferred Skills
Professional experience in supply-side operations, provider or marketplace operations, or recruiting and staffing supply chains.
Experience working in regulated industries or environments with complex external stakeholder management, such as the gig economy, healthcare staffing, or field services.
Hands-on experience evaluating, piloting, and implementing new operational tools or automation technologies.
Workshop design and facilitation skills, including experience leading strategic planning sessions or cross-team retrospectives.
Pay range and compensation package
Annual base salary range: $135,000 - $165,000.
Equity options.
Company-sponsored health, dental, and vision insurance for employees and dependents.
Wellness and mental health support programs.
Flexible paid time off.
401(k) retirement plan.
Home office setup support and a monthly internet and phone stipend.
Equal Opportunity Statement
The hiring organization is an equal opportunity employer. All employment decisions are based on qualifications, merit, and business needs, without regard to any legally protected characteristics.
Reasonable accommodations are available upon request for applicants requiring assistance during the application or interview process.
AI-assisted screening tools are utilized to assist in identifying and prioritizing candidate qualifications relevant to the role; all final employment decisions are made by human hiring teams.

Work arrangement
Yes