[Hiring] Program Manager, Customer Onboarding @PartsSource

Role Description

The Program Manager owns end-to-end delivery of PartsSource's largest and most complex customer programs across enterprise health systems, IDNs, and multi-site organizations. You lead a matrixed project team spanning Engagement Managers, Implementation Specialists, technical resources, third-party partners, and cross-functional teams, holding them accountable to a comprehensive plan.

As the single accountable point of contact for customer executives, you own the integrated program, which includes:

• The cross-functional workstream plan
• Dependencies between solutions and third-party applications
• The executive governance structure
• The change management that moves clinical and operational teams to full adoption

Your success is measured by whether the program drives the intended clinical and operational outcomes and by your ability to build and sustain customer relationships that span the entire implementation lifecycle.

What You'll Do

• Own the Integrated Program Plan:
  • Build and maintain a single master program plan spanning every in-scope workstream.
  • Determine the right implementation sequence and identify dependencies.
  • Set the program-level milestone framework and hold each workstream lead accountable.
  • Direct Engagement Managers, Implementation Specialists, and technical resources without formal authority.
• Define Program Scope, Commercial Structure & Effort:
  • Partner with sales, legal, finance, and the customer to translate multi-solution commercial agreements.
  • Own the master statement of work and its relationship to subordinate SOWs.
  • Present program scope, structure, assumptions, and dependencies to customer executives.
  • Manage change at the program level by assessing impact of change requests.
• Establish Executive Governance & Stakeholder Relationships:
  • Design and run the governance model including workstream sessions and an executive Steering Committee.
  • Produce reporting that consolidates multiple workstreams into a clear view of progress.
  • Build and sustain relationships across HTM, supply chain, clinical engineering, IT, finance, and executive leadership.
• Manage Program Risk, Integrations & Third Parties:
  • Maintain a program-level risk register identifying risks that emerge from interaction between workstreams.
  • Coordinate data feeds, interfaces, asset migration, and ERP connections.
  • Own relationships and delivery dates for OEMs, service providers, and vendors.
  • Sequence onsite activity across multiple facilities and geographies.
• Drive Adoption & Benefits Realization:
  • Lead change management for multi-solution implementations.
  • Set measurable criteria for each workstream and validate adoption before closure.
  • Hold accountability for the program's Customer Onboarding Index (COI) result.
• Partner Across the Organization & Advance the Practice:
  • Coordinate across solution practices to secure resources and maintain delivery standards.
  • Bring recurring program friction to Product and Engineering with evidence.
  • Build reusable assets including templates and governance models.
  • Coach Engagement Managers and serve as delivery escalation resource.

Qualifications

• 7+ years delivering enterprise programs or complex implementations end to end, in healthcare or adjacent industry.
• 3+ years running programs with multiple concurrent workstreams under a single plan.
• Demonstrated experience leading matrixed delivery teams without formal authority.
• Prior experience with integrating technology solutions into clinical operations.
• Experience managing programs with multiple technical integrations and third-party applications.
• Strong executive communication and ability to hold a position under pressure.
• Ability to travel up to 50% in support of client implementations.

Preferred

• Direct experience with clinical engineering, biomedical, or managed equipment services.
• Understanding of service contract mechanics and operational differences between environments.
• Comfort with commercial structures behind enterprise programs.
• PMP, PgMP, or equivalent program management credential.

Benefits

• Competitive compensation package with salary, incentives, and comprehensive benefits.
• Career and professional development through training and coaching.
• Hybrid culture with new workspaces that balance flexibility and collaboration.
• Inclusive and diverse community of passionate professionals.

Company Description

Since 2001, PartsSource has evolved into the leading technology and software platform for managing mission-critical equipment, serving over half of the U.S. hospital infrastructure. Our digital systems modernize and automate the procurement of parts, services, technical support, and training for HTM professionals.

PartsSource employs over 700 employees nationwide that are committed to supporting healthcare providers and ensuring healthcare is always on.