Program Manager

Own end-to-end delivery for our AI benefits-verification program: hit SLAs, improve AI conversation quality, optimise the verification funnel, and lead a high-performing team.

Responsibilities:-

• Review call transcripts and analytics to identify failure modes and edge cases.
• Partner with product/ML on prompts/guardrails, A/B tests, and feedback loops to lift conversation success/containment.
• Instrument funnel metrics (reach eligibility verified documented) and remove bottlenecks.

Delivery & Client Management

• Act as day-to-day owner for client delivery; run weekly/quarterly reviews and governance.
• Define, track, and meet SLAs/KPIs (TAT, first-pass accuracy, AHT, QA scores, issue resolution).
• Maintain SOPs, playbooks, and escalation paths; ensure HIPAA-compliant operations.

Team Leadership (focused)

• Roster management: hiring, shift planning for US overlap, leave/backfill management.
• Training: onboarding plans, portal/tool refreshers, policy updates, and ongoing coaching.
• Team rhythms: daily standups, weekly syncs, QA calibrations, and performance check-ins.

Process, Quality & Compliance

• Establish QA/QC checks for complex benefits and payer-specific rules.
• Ensure accurate, audit-ready documentation and data integrity.
• Collaborate with engineering to improve tooling and dashboards.

Reporting & Analytics

• Publish weekly dashboards on SLA adherence, QA, funnel conversion, and agent (human+AI) performance.
• Forecast volumes, staffing, and delivery risks with mitigation plans.

What Youll Need (Must-Haves)

• Experience: Minimum 5–8 years of relevant experience in client delivery, preferably in roles such as Program Manager, Subject Matter Expert (SME), or Team Lead.
• Proven delivery leadership: SLA governance, stakeholder management, and escalation handling.
• People management experience: scheduling/rosters, training programs, and performance management.
• Analytical skills (Excel/Sheets; bonus for SQL/BI) and strong data hygiene.
• Excellent written and spoken English; crisp documentation and updates.
• Comfort with compliance-first environments (handling sensitive data/PII).

Nice-to-Haves