Program Manager V - Care Experience, People, Culture

Program Manager V, Care Experience, People, and Culture is a strategic leadership role that partners closely with the Chief Administrative Officer and local TPMG Executive Leadership Team to advance key priorities across Care Experience, People, and Culture. This role helps shape and execute both regional and local strategies, translating vision into practical initiatives that strengthen frontline engagement, team performance, and organizational culture.

The Program Manager leads and supports efforts to improve care experience, deliver trainings, develop initiatives, and partner with leaders and staff to drive engagement and performance. In addition, this role supports facility leadership in advancing people and culture strategies and helps lead Equity, Inclusion, and Diversity, and leadership development efforts in collaboration with executive and operational leaders.

Manages large-scale programs or components with multiple workstreams and strategic business goals across departments, functions, or regions with responsibility and accountability for achieving program outcomes from initiation to close-out in an extended or open-ended time frame. Leads the work of large program teams by leading others in coordinating and monitoring internal and/or external resources. Proactively monitors, identifies, and mitigates program risks, issues, and trigger events by developing mitigation plans and strategies.

Monitors compliance of program activities by ensuring program plans and team members adhere to relevant policies and procedures. Ensures the alignment, buy-in, engagement, and support of diverse program stakeholders. Reviews vendor performance levels, ensures service level agreements are met, and participates in contract negotiations with vendors.

Essential

Promotes learning in others by communicating information and providing advice to drive projects forward; builds relationships with cross-functional stakeholders. Listens, responds to, seeks, and addresses performance feedback; provides actionable feedback to others, including upward feedback to leadership and mentors junior team members. Practices self-leadership; creates and executes plans to capitalize on strengths and improve opportunity areas; influences team members within assigned team or unit.

Adapts to competing demands and new responsibilities; adapts to and learns from change, challenges, and feedback. Models team collaboration within and across teams. Conducts or oversees business-specific projects by applying deep expertise in subject area; promotes adherence to all procedures and policies.

Partners internally and externally to make effective business decisions; determines and carries out processes and methodologies; solves complex problems; escalates high-priority issues or risks, as appropriate; monitors progress and results. Develops work plans to meet business priorities and deadlines; coordinates and delegates resources to accomplish organizational goals. Recognizes and capitalizes on improvement opportunities; evaluates recommendations made; influences the completion of project tasks by others.

Manages large-scale programs or components with multiple workstreams and strategic business goals across departments, functions, or regions with responsibility and accountability for achieving program outcomes from initiation to close-out in an extended or open ended time frame. Develops, analyzes, and manages highly complex program plans which include scope identification and management, schedule, inter-dependencies, and resource forecast.

Manages and monitors the program financials of large-scale programs. Monitors program performance to ensure programs effectively deliver maximum long term value or benefit to the organization, and makes adjustments as needed in an uncertain environment where scope may be fluid. Leads program activities related to organizational change management (e.g., development and execution of user adoption, implementation, and training plans) as defined by the program.

Drives allocation of resources, establishes schedules, and task assignments to ensure established program management practices are in place. This role may perform project management duties in addition to program management responsibilities. Leads the work of large program teams by monitoring internal and external resources.

Leads others in requesting and coordinating internal and/ or external resources based on the alignment of team member skills and program demands. Communicates a clear vision of program goals and objectives to the team. Delivers performance feedback to team members supervisors.

Proactively monitors, identifies, and mitigates program risks, issues, and trigger events by developing mitigation plans and strategies; and resolving or escalating risks or issues as appropriate. Monitors adherence of program activities to policies and procedures by ensuring program plans and team members follow KP, departmental, and/or business line policies and procedures. Ensures the alignment, buy-in, engagement and support of diverse program stakeholders by building and maintaining relationships as well as communicating appropriately with internal customers, third party vendors, senior management, and business leaders; and clarifying accountability and authority across stakeholders.

Identifies and works closely with key stakeholders based on their level of influence and decision making and ensures all appropriate stakeholders are represented and included. Provides insight to key stakeholders and program sponsors by developing program goals, setting the prioritization of deliverables, discussing involvement of business processes (e.g. program change management, communication) and facilitating decisions necessary for program delivery.

Communicates tough issues to stakeholders while maintaining an independent opinion, providing recommendations, delivering formal presentations, and providing reports to various senior audiences. Engages with senior stakeholders to identify long term value to the organization and define success. Reviews vendor performance levels and ensures service level agreements are met.

Partners with Procurement and/or Legal to develop service level and/or scope of work agreements as appropriate. Participates in contract negotiations with vendors and reviews program invoices submitted by vendors for accuracy. Qualifications Knowledge, Skills and Abilities: (Core) Ambiguity/Uncertainty Management Attention to Detail Business Knowledge Communication Critical Thinking Cross-Group Collaboration Decision Making Dependability Diversity, Equity, and Inclusion Support Drives Results Facilitation Skills Health Care Industry Influencing Others Integrity Learning Agility Organizational Savvy Problem Solving Short- and Long-term Learning & Recall Teamwork Topic-Specific Communication Knowledge, Skills and Abilities: (Functional) Applied Data Analysis Change Management Conflict Resolution Financial Acumen Managing Diverse Relationships Negotiation Project Management Project Management Tools Quality Assurance Process Risk Assessment Service Focus Strategic Program Management

Minimum three (3) years experience in a leadership role with or without direct reports. Bachelors degree from an accredited college or university and minimum eight (8) years experience in project management or a directly related field, including minimum four (4) years program management experience OR Minimum eleven (11) years experience in project management or a directly related field including minimum four (4) years program management experience.

Four (4) years of experience working with consumer experience or care experience. Three (3) years experience delivering training programs. Four (4) years of experience working with large/complex medical group operations.

Four (4) years of experience working in performance improvement. Master's degree from an accredited college or university. Three (3) years experience delivering presentations to senior management.

Four (4) years of experience working with qualitative and quantitative analyses. Four (4) years of experience working with digital file creation. Scheduled Weekly Hours: 40

Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 08:30 AM Working Hours End: 05:00 PM Job

Full-time Job Type: Standard Employee Status: Regular Worker Location: Onsite Employee Group/Union Affiliation: NUE-NCAL-09|NUE|Non Union Employee Job Level: Individual Contributor Department: Daly City Medical Offices - Medical Office Administration - 0206

$161800 - $209330 / year Travel: Yes, 10 % of the Time