Program Success Manager

We are seeking a Program Success Manager to own the end-to-end performance and revenue outcomes of our HCBS programs. This role sits at the intersection of operations, partner relationships, and strategic execution—ensuring that our programs not only run smoothly but continuously improve and scale. You will be responsible for identifying bottlenecks, developing scalable solutions, and driving measurable improvements in program KPIs and revenue. The ideal candidate thrives in ambiguity, is highly analytical, and can translate complex operational challenges into actionable strategies.

Key Responsibilities

Program Performance & Pipeline Ownership

• Own the full pipeline and revenue performance of assigned HCBS programs, tracking all metrics from referral to case completion
• Monitor program health metrics and proactively identify when KPIs are not meeting expectations; diagnose root causes (internal vs. programmatic) and develop improvement plans
• Ensure program performance is well-publicized and communicated regularly to internal stakeholders and leadership
• Build and maintain comprehensive reporting dashboards to provide visibility into program status, bottlenecks, and revenue impact

Bottleneck Management & Process Improvement

• Identify and manage program bottlenecks by developing and implementing scalable escalation protocols
• Design systematic approaches to case management challenges moving beyond rote, case-by-case outreach to create repeatable, measurable processes
• Partner with Operations to develop improvement initiatives, track progress, and see them through to completion
• Gather and analyze data on bottleneck patterns to inform strategic decisions and process enhancements

Revenue & KPI Optimization

• Hold revenue responsibility for assigned HCBS programs, prioritizing efforts based on revenue impact and strategic importance
• Identify and execute on market expansion opportunities in collaboration with the GTM team
• Develop evidence-based approaches to case prioritization translating detailed case data into actionable, prioritized systems
• Execute on GTM strategy to drive program growth and member engagement

Qualifications

Required

• 4+ years of experience in sales and/or account management within healthcare, health plans, or HCBS/Medicaid programs
• Demonstrated experience independently owning revenue or P&L responsibility for a program, territory, or account portfolio
• Strong analytical skills with proven ability to work with complex data sets, identify trends, and translate findings into actionable strategies
• Experience developing and implementing scalable processes and escalation protocols
• Track record of cross-functional collaboration
• Excellent communication skills across multiple channels
• High attention to detail with the ability to manage multiple programs and priorities simultaneously

Preferred

• Experience with Medicaid managed care, MLTSS, or waiver programs
• Familiarity with prior authorization workflows and health plan operations
• Experience with CRM, case management, or business intelligence tools
• Startup or high-growth company experience
• Located in the tri-state (New York) region