Project Manager, Customer Success Operations

About the position At ModMed, we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care. A Culture of Excellence When you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes: Consistently ranked as a Top Place to Work 2025 Globee Business Awards: Gold Globee for “Technology Team of the Year” 2025 Black Book Awards: Ranked #1 EHR in 11 Specialties Florida Venture Forum: Venture-Backed Company of the Year We are growing fast, thinking big, and we are just getting started. Ready to modernize medicine with us?

Job Description

Summary: The Project Manager, CS Operations, serves as a strategic catalyst for organizational excellence. In this role, you will go beyond traditional task tracking to oversee the successful execution of moderate-to-complex projects that directly improve the Customer Success experience. You are responsible for project planning, risk management, and stakeholder alignment, with a heavy emphasis on identifying operational friction and driving sustainable change. This role sits at the heart of our Continuous Improvement function, utilizing data-driven methodologies to optimize workflows and applying robust Change Management strategies to ensure high adoption and long-term success. Your goal is to ensure ModMed works smarter, delivers measurable ROI, and provides a seamless journey for our customers.

Responsibilities

• Lead the full project lifecycle using Agile or Hybrid methodologies.
• Define scope, resource needs, and timelines while ensuring every initiative aligns with ModMed’s overarching strategic goals.
• Proactively identify bottlenecks within CS workflows.
• Utilize Continuous Improvement frameworks to redesign processes that eliminate waste and improve internal efficiency.
• Develop and execute change management plans that minimize "change fatigue."
• This includes conducting impact assessments, creating communication loops, and partnering with leadership to drive cultural buy-in and high user adoption.
• Serve as the primary bridge between CS, Product, IT, and Engineering.
• Facilitate alignment to ensure that technical requirements meet operational needs and that dependencies are managed across business units.
• Identify project risks and dependencies early.
• Don't just report issues, drive the resolution strategy and escalate with data-backed recommendations to minimize impact.
• Deliver executive-level dashboards and reports that go beyond status updates.
• Focus on measurable outcomes, project health, and the realized ROI of process improvements.
• Evangelize PMO best practices.
• Provide guidance to team members on how to integrate Continuous Improvement/Change Management thinking into their daily work, fostering a culture of perpetual growth.
• Synthesize complex project data and Continuous Improvement outcomes into high-impact executive presentations and periodic readouts.
• Deliver clear, data-driven narratives to senior leadership that facilitate informed decision-making, secure buy-in for new initiatives, and demonstrate measurable ROI.

Requirements

• Bachelors degree - preferred Healthcare, Management Information Systems, Business Administration, Operations
• 2-5 years Related healthcare and/or project management experience
• Experience working in a PMO as a Project Manager leading medium to large process excellence, technology delivery, merger and acquisitions business integration, and operational readiness projects

Benefits

• United States Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
• 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
• Generous Paid Time Off and Paid Parental Leave programs
• Company paid Life and Disability benefits
• Flexible Spending Account, and Employee Assistance Programs
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US)
• Hybrid office-based roles and remote availability for some roles
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.

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