Technical Program Manager

Role Mission

The mission of the Technical Program Manager is to make HCIM’s technical delivery (implementations, query development, and support) high-quality, predictable, and scalable. This leader builds the systems, processes, and capabilities that allow the technical team to deliver consistently, coaches the team into independent and accountable operators, and creatively removes points of friction through process and tooling. This is a key role supporting HCIM’s mission to be the #1 automation company for healthcare administration.

Outcomes

A successful candidate in this role will accomplish the following goals in their first year at HCIM:

Qualitative:

• Build a documented, repeatable project management operating system for all technical delivery work: implementations, extended projects, and ongoing support.
• Automate the operational backbone (intake, capacity tracking, status reporting, queue management) so coordination doesn’t depend on individual heroics or institutional memory.
• Establish quality standards (written requirements, code review, handoff criteria, documentation) that prevent rework and protect the customer experience.
• Coach and upskill the technical team members into independent and self-sufficient operators.
• ·Eliminate single points of failure on the technical team through cross-training, documentation, and structural redundancy.
• Build a healthy team culture where ownership, accountability, and continuous improvement are normalized.

 Quantitative:

• Achieve 100% on-time delivery on implementations and major projects.
• Maintain NPS ≥ 40.
• Reduce time-to-value on implementations by 25%.
• Achieve cross-training coverage where ≥2 team members can handle any priority one issue across any account.

Key Areas of Responsibility

In addition to achieving the outcomes above, the Technical Program Manager’s responsibilities include, but are not limited to:

• Own end-to-end project management of all technical delivery work: implementations, ad-hoc projects, “hyper-care”, etc.
• ·Lead, manage, and develop the technical staff through performance management, coaching, hiring, capability development, and day-to-day direction.
• Build and operate the systems that automate project management and transparency: tracking systems, capacity planning, dashboards, etc. Maintain the team’s operational rituals (stand-ups, weekly meetings, retros) to reduce manual coordination overhead.
• Establish and enforce delivery quality standards: written requirements, code review, testing protocols, documentation, and handoff criteria.
• Partner cross-functionally with Sales for clean handoffs, shared visibility into the book, and joint accountability for client outcomes.
• Own production stability and operational excellence: incident response, root cause analysis, prevention of recurring issues, and knowledge management.

Requirements

Experience & Skills

The ideal candidate will have:

• 3+ years in program or project management, technical operations, management consulting, or Enterprise PMO work within enterprise B2B SaaS.
• Healthcare or healthcare-adjacent experience is a requirement. Either payer or provider side is acceptable, and ideally one of the following: a healthcare software vendor, consulting firm serving SMB clients, regional healthcare plans, Medicare Advantage orgs, TPAs, IPAs, MSOs, or a payment integrity vendor.
• Technical fluency sufficient to scope work, review code at a senior level, and engage credibly in technical conversations with engineers and customers. SQL fluency strongly preferred; RPA or low-code automation experience desirable.
• Experience in leading implementations, coordinating customer go-lives, managing product integrations, and/or working with engineering on delivering custom-built solutions or integrations.
• Demonstrated track record building and managing a technical delivery team through growth or operational maturation, where the roles had to be defined as much as executed.
• Strong systems thinking with specific examples of operational workflows the candidate automated or systematized as the team scaled.
• Coaching and team development skills, with a specific track record of upskilling contributors into independent operators or promoting team members into expanded roles.
• Working knowledge of healthcare payer/provider workflows (claims, auto-adjudication, revenue cycle) and demonstrated ability to learn complex domains quickly.
• Sharp written and verbal communication, especially for status reporting, escalation management, and executive or client-facing conversations.
• Experience with AI tools (Claude, ChatGPT) and HubSpot, Jira, or similar tooling.
• Work authorization in the United States.

Work Environment

The Technical Program Manager will perform duties from a home-based office in collaboration with HCIM colleagues located elsewhere. Travel for face-to-face work sessions with colleagues and/or HCIM prospects and clients will be necessary. This role may require up to 10% travel. This job description is not intended to be all-inclusive, and the Technical Program Manager may perform other related duties as negotiated to meet the ongoing needs of the company.

About Healthcare Information Management, Inc. (“HCIM”)

Healthcare Information Management, Inc. (HCIM) is a leading healthcare software company founded by healthcare operations experts to help healthcare organizations streamline processes, enhance operational efficiency, and improve patient outcomes. Our flagship product, SymKey, is an intelligent robotic process automation (RPA) application built to automate manual administrative workflows for value-based care provider organizations, health insurance companies, and third-party administrators. Our dedicated team focuses on delivering innovative technology to meet the evolving needs of the healthcare industry. Join us in making a meaningful impact and helping our healthcare system deliver high-quality care more efficiently.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Short Term & Long Term Disability
• Work From Home