Manager, Client Onboarding – Operations

Job Description:

• Establish and maintain relationships with key stakeholders, executives, and C-suite contacts across large enterprise clients
• Develop understanding of Twin Health programs, onboarding processes, program management, growth marketing, and clinical operations
• Own end-to-end onboarding and deployment of Twin programs across clients including self-insured employers, health plans, and health systems
• Lead discovery sessions and design tailored solutions for client populations
• Program manage and support the Client Growth team after launch
• Provide recommendations to increase member engagement, improve program results, and optimize client satisfaction
• Set up, configure, and test client instances
• Coordinate internal resources and third-party vendors for project execution
• Train clients on Twin programs to drive awareness and enrollment
• Analyze client data before and after launch and provide actionable insights
• Manage multiple complex projects, project plans, cross-functional teams, launch readiness, risks, and escalations
• Manage client stakeholders, lead meetings, set expectations, build alignment, and maintain project status reporting
• Operationalize data access and eligibility file management with client technical leads or third parties
• Prepare client events, presentations, reports, onboarding templates, playbooks, and SOPs
• Mobilize internal teams to resolve client issues and escalations
• Share client and market feedback with Clinical Delivery, Product, Marketing, Engineering, Billing Operations, and Executive teams
• Develop pre-launch member promotional strategies and toolkits
• Serve as the internal onboarding lifecycle SME and drive process improvements and successful launches

Requirements:

• 5 - 10 years of onboarding, program management and client facing experience
• 5 - 10 years of digital health client onboarding and project management experience (manager level or above)
• Experience with health benefits, health and wellness, health plans or systems
• Ability to communicate and work across client organizations, engaging on tactical and strategic issues with senior executives and execution teams
• Exceptionally strong project management skills, organizational skills, high attention to detail, and ability to balance thoughtful planning with timely execution
• Ability to manage conflicting priorities and thrive in a fast-paced environment under time constraints
• Proficiency with Google applications and PM tools such as InspirePlanner, Monday.com, and MS Project
• Experience working with technical/data teams on data exchange, file specifications, file encryption and transmission, and testing

Benefits:

• A competitive compensation package in line with leading technology companies
• A remote and accomplished global team
• Opportunity for equity participation
• Unlimited vacation with manager approval
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family
• Health Savings Account and Flexible Spending Account options
• 401k retirement savings plan
• Annual bonus based on personal and organizational metrics
• High level of flexibility