Senior Program Operations Manager

POSITION SUMMARY: The Senior Program Operations Manager provides strategic and operational leadership across the organization’s program services, ensuring efficient, compliant, and high-quality service delivery. This role oversees operational systems, cross-functional workflows, program implementation, and performance management, with a focused emphasis on CalAIM initiatives including Enhanced Care Management (ECM), Community Supports (CS), Justice-Involved (JI) services, Wellness Coaches, and other integrated care programs. The position partners with program, clinical, and administrative leadership to support organizational goals, regulatory compliance, and continuous operational improvement.

DUTIES:

Program Operations and Oversight

• Provide operational leadership and oversight across all organizational program services with a focused emphasis on CalAIM initiatives, including ECM, Community Supports, Justice-Involved services, Wellness Coaches, and related programs.
• Support Cal Aim program implementation, expansion, sustainability, and operational readiness.
• Monitor workflows, staffing structures, productivity, and service delivery to ensure operational efficiency and compliance.
• Collaborate with leadership to align operational processes with organizational goals and strategic initiatives.

Project and Change Management

• Lead cross-functional operational projects from planning through implementation and evaluation.
• Coordinate new program rollouts, workflow changes, technology implementations, and process improvement initiatives.
• Develop project plans, timelines, workflows, and tracking systems to support organizational objectives.

Workflow and Process Improvement

• Conduct workflow assessments, job task analyses, and operational reviews to identify opportunities for improvement.
• Develop and maintain standardized operating procedures, process maps, and program documentation.
• Improve operational efficiency through system optimization, automation opportunities, and best practices.
• Identify operational gaps and implement corrective strategies to improve outcomes and organizational effectiveness.

Compliance and Regulatory Oversight

• Ensure compliance with CalAIM requirements, Medi-Cal managed care standards, contractual obligations, and organizational policies.
• Monitor and ensure adherence to program, funder, and regulatory requirements, including reporting, documentation, service delivery standards, and contract compliance expectations.
• Support audit readiness, documentation standards, and corrective action initiatives.
• Collaborate with administrative and program staff to monitor program performance and risk mitigation efforts.

Reporting and Performance Management

• Develop and maintain operational dashboards, reports, and tracking systems related to program outcomes, productivity, enrollment, and performance metrics.
• Analyze operational data and trends to support decision-making and strategic planning.
• Prepare reports and presentations for leadership, funders, managed care partners, and regulatory agencies.

Leadership and Cross-Functional Collaboration

• Supervise and support program operations staff and/or supervisors as assigned.
• Partner with clinical teams, care coordinators, wellness coaches, community health workers, behavioral health providers, and external partners to support integrated service delivery.
• Serve as a liaison between operations, programs, leadership, and external stakeholders including managed care plans and community organizations.
• Participate in strategic planning and organizational development efforts related to our service delivery model and whole-person care initiatives.

Other Duties

• Perform other duties as assigned in support of agency operations and program success.

QUALIFICATIONS:

• Bachelor's degree in Healthcare Administration, Business Administration, Public Health, Social Work, Psychology, Organizational Development, or a related field. 
• Minimum 5 years of progressively responsible experience in healthcare operations, program operations, care management, behavioral health, or social services.
• Minimum 3 years of supervisory or management experience overseeing multiple programs, teams, or operational functions.
• Demonstrated experience supporting or managing CalAIM initiatives, including ECM, Community Supports, Justice-Involved services, or similar care coordination programs preferred.
• Strong knowledge of Medi-Cal, managed care, population health, and integrated care delivery models preferred.
• Experience with compliance requirements related to healthcare, behavioral health, social services, and data privacy regulations (e.g., HIPAA).
• Strong project management and organizational skills, with the ability to manage competing priorities.
• Experience in system and process mapping, workflow design, and performance measurement.
• Proven ability to manage budgets, resources, and complex operational logistics.
• Excellent communication, problem-solving, and interpersonal skills.
• Pass agency paid criminal justice screening fingerprints.
• Pass agency paid TB (Tuberculosis) screening.
• Pass agency health screening or drug testing, if required.
• Possession of a valid California Driver’s License and proof of valid auto insurance coverage.
• Pass agency paid MVR clearance with no more than 2 points – if you are under the age of 25 our insurance company will not allow any points.

PREFERRED QUALIFICATIONS:

• Certification in project management (e.g., PMP).

• Experience working with managed care plans, DHCS initiatives, or community-based healthcare organizations.
• Familiarity with CalAIM documentation standards, billing workflows, and program reporting requirements.

REQUIREMENTS:

• Represent the agency in a professional and competent manner.
• Advocate for the best interests of the agency and clients we serve.
• Establish and maintain effective working relationships with the public, co-workers, clients, supervisors, and members of diverse cultural and linguistic backgrounds regardless of race, color, creed, religion, gender, sexual orientation, gender identity or expression, national origin, age, ancestry, political affiliation, citizenship, disability, medical conditions, marital status, amnesty and military or veteran status.
• Will promote and support a culturally and linguistically diverse workforce and be responsive to the population within our service area.
• Maintain confidentiality and confidential information in accordance with legal standards and/or agency regulations.
• Participate in assigned scheduled agency meetings, in-service training, conferences, and other training as determined by the supervisor.  This includes    serving as an agency representative at assigned community meetings.
• Observance of assigned working hours and program appointments by demonstrating promptness and thorough preparation.
• Performance of assigned duties with a positive attitude and in the spirit of teamwork, collaboration, and cooperation.
• Communicate effectively both orally and in writing.
• Perform job duties in a safe manner to ensure a safe working environment for oneself and others.
• Participates in and/or supports agency fund development activities and events.
• Preparation of assigned reports, work records, statistical data, job performance evaluations, work plans, etc. in a timely manner.
• CHS desires all leaders have competency in the following:
  • Systems Thinker – Seeks to understand the big picture.
  • Creative/Innovator – Can both embrace and bring forward new ideas.
  • Empathic and Relational Leader – Inclusive and empowering of others.
  • Embrace Emergence – Explorative, ability to embrace and anticipate the unexpected
  • Boundary Spanner – Connect people across boundaries, extend past familiar territory, community builder.