Program Manager (US)

WHAT YOU'LL DO
Your mission is to turn our US health system partnerships into programs that deliver measurable outcomes, expand into new use cases, and become the reference accounts that open the next ten doors. This role requires up to 25–30% travel for go-lives, strategic reviews, and onsite work with customer teams.

You'll own the full lifecycle of a health system relationship from the first site implementation through multi-site expansion and new use case discovery. You'll work directly with care managers, nurses, call center staff, and pharmacy techs as well as decision-makers from directors to VP-level champions. You're the person the customer calls first, and the person who shapes what they ask for next.

Internally, you'll translate what you learn on the ground into product priorities, expansion strategies, and the evidence that makes our next sale easier. You are the operator who makes the program work and the strategist who makes it grow.

You bring the structure, the rigor, the commercial instinct, and the accountability our customers need to maintain a thriving program.

We're growing rapidly in the US, so you will have room for career progression and development.

WHAT TO EXPECT FURING YOUR FIRST MONTHS WITH US
During the first 3 months: Onboarding and training to get you up to speed on our platform, our workflows, and the accounts you'll own. You'll be running site implementations independently well by month three: kick-off meetings, workflow mapping sessions with clinical staff, platform configuration alongside our clinical and product team, go-live, and first-line support. You'll also be building relationships with the director-level champions who will determine whether these accounts expand.

From month 3 to 6: You will run multiple concurrent deployments and own the KPI reporting cadence for your accounts. You should be able tell the difference between a metric that's noisy and a metric that's telling you something. You're actively identifying where the next use case or site expansion sits and starting to build the case for it using the customer's data.

By month 12: You've driven at least one account expansion beyond the initial scope. You've turned what you learned into a repeatable rollout and growth model. You're the person the customer's VP level leadership trusts to tell them what's working, what isn't, and what to do next and the person our Sales team brings into new opportunities because your accounts are the proof.

RESPONSIBILITIES
Drive account growth, not just delivery. You own activation end to end but the job doesn't end at go-live. You identify expansion opportunities (new sites, new use cases, new pathways), build the business case with the customer's outcomes data, and partner with Sales to close. Delivery is how we earn the right to grow.

Frame the case for leadership. When a health system's VP asks "is this working and should we expand," you don't hand them a dashboard, you build the narrative: what the data says, what it means, what you'd recommend, and what it would take. This is the skill that turns a single-site pilot into a system-wide program.

Own the workflow translation between the customer and our product team. You observe how clinical teams actually work from call flow, cadence, handoff logic, edge cases, and bring that back with enough specificity that our Clinical and Product teams can build the right thing. You make sure the people who do have what they need from the field, and you own whether the result holds up once it's live.

Define and measure the KPIs that matter. Own the metrics for your accounts reach rate, engagement, confirmation rate, escalation volume, staff time freed, clinical outcomes and know what "good" looks like for each. Spot the trends before anyone asks, and translate usage data into a value story the health system's leadership will use to justify the next investment.

Build and maintain VP-level champion relationships. The directors and VPs who sponsor your programs are the people who decide whether this account doubles or plateaus. You cultivate those relationships deliberately not just with delivery results, but with strategic insight about what their organization should do next.

Build trust with clinical staff. LOLA only works if the people using it believe in it. You're the person in the room earning the respect of clinicians by listening well, responding fast, and proving it with outcomes.

Own the feedback loop to Product and Engineering. Distinguish a bug from a real feature gap from scope creep, and bring it back to the team with enough clarity that they can act on it. Your field perspective directly shapes what gets built next.

Scale with efficiency. Manage concurrent workstreams without compromising quality, and turn what you learn into processes and playbooks other people can run.

REQUIREMENTS
8–12 years of relevant experience, with a track record of owning complex, multi-stakeholder programs end to end including at least one where you drove expansion or growth beyond the original scope, not just delivered it.

Previous experience in one or more of the following (helpful):

Strategic account management or client partnership at a healthcare technology or services company

Health system program management implementation, expansion planning, change management, or process design

Clinical workflow redesign, care transformation, or process improvement inside a hospital or health system