Job Description

One of our clients in the Jacksonville, FL area has an immediate need for an IT Program Manager. The perfect candidate will have the following skills and experience:
Role Summary:
Senior level resource providing leadership as the single operations point-of-contact for assigned accounts, holding responsibility for establishing and operating a portfolio of project engagements spanning across implementations and ongoing support & enhancements post go-live. This role is accountable and responsible for leading the implementation and ongoing operations of all products and/or services purchased by the client in accordance with agreed-to terms. This position will plan, coordinate, and provide leadership for client and GuideWell Connect cross-functional teams to support all aspects of implementation. Provides direction to the team project managers and coordinators; has overall big picture in perspective. Focuses on delighting the customer at all times.

Key Accountabilities:
  • Lead delivery teams to execute all project implementation phases including project planning, requirements gathering, solution design, development, system and user testing, deployment, training and post go-live support 
  • Collaborate with cross-functional subject matter experts to ensure efficient implementation of product/service 
  • Initiate and set goals for programs according to the strategic objectives of the organization 
  • Negotiate Scope, Schedule, and Funding with Business Partners, IT, and external Vendors 
  • Develop and manage budgets and operations 
  • Manage customer relationships and day-to-day interactions & escalations during the implementation phase; ensure clients have a clear understanding of project implementation status during all phases to include completed tasks, pending deliverables, and outstanding issues/item/deliverables
  • Assist Account Managers in creating annual and quarterly account plans by providing operational plan detail for assigned active account(s), and supporting Account Managers with expansion sales opportunities.
  • Oversee process driven customer conversations and workshops related to sales processes, customer service, marketing automation and operational processes 
  • Define project short and long-term goals, identify success criteria, and coordinate client and delivery resource roles and responsibilities
  • Drive delivery teams to produce on--time, high quality, scalable and suitable services and deliverables
  • - Understand business needs and requirements and help turn client goals into tangible deliverables including projects and detailed proposals, requirements specifications, design deliverables, status reports, project plans, and present solutions and proposals to clients and prospects
  • Drive the development and enhancement of GWCs methodologies and approaches to client delivery and provide thought leadership for internal practice development
  • Contribute to pre-sales customer scoping sessions with the Business Development Team & assist with project proposal development 
  • Participate in key client relationships and growing those accounts within Customer Experience practice and cross selling to other areas 
  • Devise evaluation strategies to monitor performance and determine the need for improvements normally through governance processes
  • Discover ways to enhance efficiency and productivity of procedures and people
  • Apply change, risk and resource management principles across the program
  • Escalate and lead resolution of operational related issues and risks that cannot be resolved at the project level, leading client through planning, decision making and change management when appropriate.
  • Interact with Project Sponsors, Product Managers and other organizational units such as Operations, IT Partners, and QA
  • Ensure that clients are satisfied with assigned operations staff and the outcome of program engagements.
  • Contributes to contract, statement of work and change order documentation with Regional Manager
  • Keeps senior management informed with summary and detailed reports or presentations on a regular cadence
  • All other duties as assigned
Required Qualifications:
  • Bachelor’s degree in related field
  • Minimum of 3 years relevant technical project management experience, with demonstrated ability to manage multiple, concurrent project initiatives
  • Minimum of 5 years relevant experience, preferably within a healthcare-focused management / strategy firm
  • Working knowledge of basic health care principles across both Medicare and Commercial healthcare lines of business 
  • Demonstrated ability to influence senior management and key stakeholders director-level and above
  • Demonstrated ability to translate GWC product and/or strategic direction into client-specific recommendations, using consultative selling skills to obtain client buy-in and adoption
  • Ability to establish and maintain a clear understanding of the client’s business and strategic objectives in order to frame operations and service engagements that can be executed on
  • Strong project management experience with demonstrated ability to meet or exceed deadlines
  • Demonstrated ability to lead multiple, complex and highly visible projects simultaneously particularly in marketing or IT or call center
  • Ability to effectively perform in a dynamic work environment, solve problems, and make decisions
  • Excellent collaboration and relationship management skills; able to quickly build, develop, and expand relationships with customer and other stakeholder groups; ability to negotiate "wins" and "gain-gain" outcomes across organizational boundaries
  • Strong professional presence; excellent communication skills -in person and in writing
  • Consulting experience preferred 
  • Demonstrated problem solving ability in complex situations with multiple products 
  • Travel required (approximately 25%)
If you believe that your skills and experience are a match for this position, please e-mail your resume to apply@btginc.com, or apply on line at www.btginc.com (search jobs). 
If you have any questions, please call 904-998-9414 and reference IT Program Manager I position.
 

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