[Remote] Program Manager, Launch and Implementations

Note: The job is a remote job and is open to candidates in USA. Onward is a company focused on improving access to healthcare and community resources through their transportation management platform. They are seeking a Program Manager, Launch and Implementations to lead the implementation and stabilization of programs across transit and healthcare partners, ensuring efficient deployment and operational readiness.

Responsibilities

• Lead end-to-end implementation of new customer programs, from contract close through go-live
• Develop and manage detailed project plans, timelines, and deliverables across internal and external stakeholders. Document customer specific variations and operations dependencies
• Coordinate cross-functional teams (Operations, Product, Engineering, Partnerships) to ensure readiness for launch, including identifying task ownership, communication plans, escalation paths, reporting requirements, operational processes and any additional required investment (product, OPS) to support the new partnership
• Serve as the primary point of contact during implementation, ensuring clear communication and accountability
• Identify and mitigate risks, proactively resolving issues that could impact launch timelines or success
• Ensure all operational, technical, and compliance requirements (e.g., ADA, FTA where applicable) are met prior to go-live
• Translate customer requirements into clear operational workflows and platform configurations using Onward’s templated Standard Operating procedures
• Support system setup, integrations, and service design to align with customer needs
• Develop and execute onboarding and training for customer teams and partners
• Ensure a smooth transition from implementation to live operations with minimal disruption
• Establish initial performance baselines and success criteria for each deployment
• Own post-launch stabilizations process through defined success milestones, including monitoring initial program performance, identifying operational gaps, and implementing improvements
• Lead cross-functional stabilization reviews and issue resolution, including tracking launch health, operational burden, customer feedback, and adoption metrics
• Troubleshoot issues and coordinate internal teams to resolve challenges quickly, including coordinating corrective actions across Revenue, Product, and Operations teams
• Once programs are stable and transitioned, provide ad-hoc technical account support when required or called upon by the account owners (Account Executives / Business Development Managers)
• Document learnings and refine implementation playbooks to improve future launches, implementation standards, launch gates, communication frameworks, and escalation procedures
• Continuously improve the company's go-to-market operating model for new program launches
• Identify recurring launch pain points and drive structural improvements across teams
• Partner with Sales, BD, and Account Executives to ensure smooth handoffs from pre-sale to implementation to post-launch, including driving cross-functional alignment on customer expectations, success metrics, and post-launch support model
• Collaborate with Product and Engineering to surface implementation insights and inform product improvements
• Work with Operations teams to ensure supply, service quality, and execution standards are met
• Contribute to the development of scalable processes, tools, and playbooks for program launches

Skills

• 4+ years of experience in program management, implementation, operations, or project management roles
• Proven track record of launching complex, multi-stakeholder programs or services
• Strong ability to manage multiple projects simultaneously in a fast-paced environment
• Highly organized with exceptional attention to detail and execution
• Data-driven mindset with the ability to track performance and drive operational improvements
• Excellent communication skills, with the ability to work across executive stakeholders and frontline operators
• Experience working with cross-functional teams including Product, Engineering, and Operations
• Experience in healthcare, public transportation, NEMT, or mobility services strongly preferred
• Experience with ADA, FTA or CMS compliant services or regulated transportation programs
• Lean process improvement certification and/or Project Management Professional (PMP) certification
• Background in marketplace operations or logistics-heavy environments
• Experience building or refining implementation playbooks and launch frameworks

Benefits

• +Bonus
• + Stock
• Remote
• Up to 20% travel

Company Overview

Company H1B Sponsorship