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Aledade is the largest network of independent primary care.
The Role
The Director will lead program implementation, customer support, process optimization, and project management, ensuring efficient operations across all markets while managing teams and collaborating with various stakeholders to achieve organizational goals.
Summary Generated by Built In
The Director of Program Management and Implementation is an operations leader responsible for driving seamless implementation, optimization, and ongoing management of Aledade’s programs across all markets. This role oversees program implementation, customer support, business process optimization, and project management for enterprise initiatives.
The Director will lead teams responsible for program implementation, regional support, and operational infrastructure initiatives. They will partner closely with PN Stakeholders, Product, Business Intelligence, Customer Success, Finance, People, and Clinical Leadership to ensure scalable workflows and transparent operational performance.
This leader will serve as the operational business owner for the development of unified, automated, and AI-enabled reporting and workflow processes; and connecting operations, contract, financial, and performance business operations workflows. They will drive operational performance excellence, and the adoption of data-driven tools that support PN programs, including payment operations.
Primary Duties:
- Program Implementation Leadership
- Lead end-to-end implementation and operational rollout of new and existing programs, ensuring alignment with organizational goals, regulatory requirements, and best-in-class operations standards.
- Manage a team of implementation specialists and program managers, providing coaching, development, and performance oversight.
- Develop and maintain standardized implementation playbooks, workflows, SOPs, and training materials.
- Develop, catalog, and maintain PN operations policies and procedures.
- Monitor implementation progress, identify risks, and drive mitigation plans ensuring on-time and high-quality delivery of operations deliverables/projects.
- Provide regular program performance analysis and reporting to senior leadership.
- Regional Customer Support Leadership
- Develop and execute a customer support strategy rooted in responsiveness, partnership, and operational clarity for market leaders, and PN Central.
- Provide oversight for escalations, triage workflows, and inquiries related to programs, payments, and operational processes.
- Establish, measure, and refine KPIs such as resolution time, customer satisfaction, and inquiry volumes.
- Conduct periodic site visits and feedback sessions with market leaders and practices to identify gaps and improve operational touchpoints.
- Operational Process Optimization & Systems Integration
- Partner with PN Stakeholders, Product, BI, and IT to implement scalable, API-integrated pipelines that connect operational, contractual, financial, and performance data to automated workflows.
- Champion a governance model ensuring transparency, continuous quality improvement, and data quality across PN Operations.
- Lead initiatives to replace fragmented workflows with automated, intelligent systems that streamline operational processes.
- Drive adoption of modernized tools (Tableau, Salesforce, Dataverse, AI/LLM-powered models) across PN teams.
- Project Management & Strategic Execution
- Lead multi-functional project teams for enterprise operations initiatives, ensuring clear scopes, timelines, milestones, risks, and communication plans.
- Develop project charters, implementation timelines, and cross-functional work plans aligned to organizational priorities.
- Track and report project progress, resource needs, KPIs, and outcomes to senior leadership.
- Establish standardized PMO-style practices for Provider Networks Operations, including documentation, dashboarding, and issue resolution pathways.
- Partner with Finance and BI to align project planning with performance measurement and ROI frameworks.
Minimum Qualifications:
- Minimum of 7-10 years of experience in program implementation, customer support, or healthcare business operations, with at least 3 years in a leadership role.
- Demonstrated experience leading enterprise-wide operations modernization efforts, including reporting and analytics projects.
- Strong communication skills and a proven track record of cross-functional collaboration
- Experience with CRM systems and customer support software.
Preferred Qualifications:
- Proven track record implementing complex programs and operational transformation initiatives.
- Excellent communication, interpersonal, presentation, and stakeholder management skills.
- Strong analytical, problem-solving, and strategic thinking abilities.
- Ability to thrive in a fast-paced, matrixed, and evolving environment.
- Strong organization, planning, and time management skills.
Physical Requirements:
- Ability to travel up to 5% of the time, as needed
Who We Are:
Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.
What Does This Mean for You?
At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.
In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:
Flexible work schedules and the ability to work remotely are available for many roles
Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
Robust time-off plan (21 days of PTO in your first year)
Two paid volunteer days and 11 paid holidays
12 weeks paid parental leave for all new parents
Six weeks paid sabbatical after six years of service
Educational Assistant Program and Clinical Employee Reimbursement Program
401(k) with up to 4% match
Stock options
And much more!
At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.
Privacy Policy: By applying for this job, you agree to Aledade's Applicant Privacy Policy available at https://www.aledade.com/privacy-policy-applicants
Top Skills
Ai/Llm-Powered Models
Crm Systems
Customer Support Software
Dataverse
Salesforce
Tableau
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The Company
What We Do
Aledade is the largest network of independent primary care, enabling clinicians to deliver better patient outcomes and generate more savings revenue through value-based care. Aledade’s data, personal coaching, user-friendly workflows, health care policy expertise, strong payer relationships and integrated care solutions enable primary care organizations to succeed financially by keeping people healthy. Together with more than 1,900 practices and community health centers in 45 states and the District of Columbia, Aledade manages accountable care organizations that share in the risk and reward across more than 200 value-based contracts representing more than 2.5 million patient lives. To learn more, visit www.aledade.com or follow on X (Twitter), Facebook or LinkedIn.
Why Work With Us
At Aledade, we’re all about doing good for patients, practices and society - which is why we’re so passionate about value-based care and the work we do every day. Because we’re working to benefit all of society, we believe the best way to do so is to utilize all of our team members and their unique experiences, interests, backgrounds and beliefs.
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