Customer Program Executive (Remote)

Description

Olive's AI workforce is built to fix our broken healthcare system by addressing healthcare's most burdensome issues -- delivering hospitals and health systems increased revenue, reduced costs, and increased capacity. People feel lost in the system today and healthcare employees are essentially working in the dark due to outdated technology that creates a lack of shared knowledge and siloed data. Olive is designed to drive connections, shining a new light on the broken healthcare processes that stand between providers and patient care. She uses AI to reveal life-changing insights that make healthcare more efficient, affordable and effective. Olive's vision is to unleash a trillion dollars of hidden potential within healthcare by connecting its disconnected systems. Olive is improving healthcare operations today, so everyone can benefit from a healthier industry tomorrow.

Job Overview

The Customer Program Executive (CPE) will design and execute programs aligned with Olive and customer initiatives to deliver business-aligned outcomes. The CPE leads strategy and ownership of highly complex, cross-functional programs. Collaborates with subject matter experts and key stakeholders to achieve vision, objectives, and develop program strategy. Manages resources which may include people, data, processes, and third party relationships. Initiate and develop relationships with internal and external stakeholders and provide advisory services and support to achieve program goals. Develops and maintains program metrics and outcomes reporting. The CPE also leads cross-functional process and program improvement efforts and sets and manages the financial plan for the program.

The role is responsible to understand the customer's goals & strategic objectives, operational environment and constraints, and innovates solutions and services to achieve or surpass those goals, and contractual obligations.

Essential Duties And Responsibilities

• Serve as the accountable driver of effective relationships and ensure the successful implementation and delivery of Olive programs
• Establish and facilitate a governance, risk, communications, and operational program consisting of Customer and Olive leadership to effectively oversee the program
• Innovate service and operational solutions to best achieve customer goals and accountable for driving high levels of customer satisfaction, retention, and growth
• Ensure strong effective relationships with customer senior leadership and key internal operational leaders, in order to best understand the customer's goals, operational environment, and strategic initiatives
• Monitors and tracks all aspects of the project, including productivity milestones, deliverables, and timelines
• Preemptively address customer needs, critical issues and risks, and present options for addressing/solving needs and issues
• Develop, implement and maintain standardized tools, templates, processes, procedures and methodologies to ensure alignment with standards and best practices
• Facilitate cross-functional collaboration with stakeholders to establish vision, objectives, and program strategy
• Actively seek out and solves for barriers / problems / risks to successful delivery of program objectives
• Participate and facilitate Weekly / Monthly / Quarterly Business Reviews and other program discussions
• Realize, articulate, and communicate growth opportunities within existing customers. Facilitates change orders and new sales opportunities with sales team for any customer service requests outside of contracted services
• Provide voice of the customer input for Product development and contribute to the ideation, development, and productization of significant new services
• Deliver strategically relevant and operationally precise analytics and recommendations for improvement opportunities
• Maintain visibility, communicate and educate on key program components to all participants
• Lead identification of customer needs and supporting solutions, including co-creation of new solutions, where necessary
• Regularly provide updates on work progress, obstacles and blockers, and overall performance with execution and progress toward delivery
• Actively measure, monitor, and ensure the health of the program components from financial, dependency, risk and mitigation, and schedule perspectives
• Provide clear expectations and follow up to ensure progress and overcome roadblocks
• Drive a performance-based culture through accountability and foster leadership, strategic thinking, and business acumen on the team
• Provide timely feedback to team members to encourage success, ensure accountability, and connect opportunities for your team members' development
• Assist in on-boarding, coaching and mentoring team members to customer program team
  

Requirements

• Successfully delivered multi-million-dollar programs/projects on-time and on-budget
• 7+ years of increasing responsibilities in project management of IT initiatives or other large change initiatives
• 5+ years in a client facing role, ideally leading implementations and support in the healthcare industry, including independently managing multiple complex projects/initiatives with competing priorities and deadlines
• 5+ years of experience with analyzing and synthesizing qualitative and quantitative information, forming opinions with corresponding recommendations, and presenting the results to key stakeholders including executive leadership
• Demonstrated ability to communicate analysis, including trends and opportunities, to leadership and stakeholders
• Articulate, assertive and persuasive with the ability to adapt communication style and approach to audiences at all levels
• Proven problem-solving skills, including balancing multiple priorities and addressing team and/or prioritization conflicts
• Prior experience leading, managing and collaborating with cross-functional teams, business partners and stakeholders
• Ability to work independently and be resourceful when confronted with ambiguity.
• Strong change management knowledge and/or experience
• Effective organizational skills and attention to detail, and ability to prioritize/organize/multitask and meet multiple deadlines
• Proficiency with evaluating, bench-marking and improving business processes
• Ability to travel up to 50%
• The position can be remote and does not require a specific living location
  

At Olive, we're committed to growing and empowering an inclusive community within our company and industry. This is why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives across our organization. Research shows that oftentimes women and other minority groups only apply to open roles if they meet 100% of the listed criteria. Olive encourages everyone - including women, people of color, individuals with disabilities and those in the LGBTQIA+ community - to apply for our available positions, even if they don't necessarily check every box on the job description.

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned.

This job description does not constitute a contract of employment and Olive AI, Inc. may exercise its employment-at-will rights at any time.

Benefits

We take the health and happiness of our employees seriously and consistently evaluate new ways to provide an amazing place to work. From retirement planning, to a wellness program designed to actively incorporate mental and physical wellness into daily interactions amongst fellow Olivians, we make sure to take care of our own.

• Health, Dental, and Vision insurance that starts on your first day at Olive with 100% of premiums covered for team members and 75% covered for dependents
• Monthly Grid stipend to cover work related expenses
• Unlimited PTO
• Telemedicine
• EAP/Mental health resources
• Getaways by Marriott Bonvoy
• Family-building and fertility support via Kindbody
• 12 weeks of parental leave
• 401(K) match
• Wellness program
• Stock Options