{"id":2210493,"url":"https://alion.io/job/practicetek-senior-project-manager-and-process-improvement-specialist","title":"Sr. Project Manager - Customer Success","company":{"id":685459,"name":"PracticeTek","domain":"practicetek.com","url":"https://alion.io/company/practicetek","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Diego, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":84000,"max_usd":157000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":4830},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-10T02:19:19Z","employer_posted_date":"2026-10-10","last_verified_at":"2026-11-01T05:46:34Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"description":"The Role\nTitle: Senior Project Manager & Process Improvement Specialist\nTeam: Customer Success\nLocation: San Diego\nReports To: CCO or their designee\nAbout PracticeTek\nStop scrolling-your dream job might just be here! At PracticeTek, we don’t do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That’s the vibe here: high-energy, high-impact, and 100% human. Ready to jump in? Let’s go!\nWe’re on a mission to revolutionize healthcare practices effortlessly and we live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide. Over the years, we’ve brought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly. Here, you’ll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you’re building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity.\nWe believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren’t just words; they’re how we live, work, and make an impact together.\nAt PracticeTek, you’ll get to:\nShape the future of healthcare with technology solutions that are always evolving to meet real-world needs. \nTeam up with passionate, talented people who care deeply about patients, providers, and making a difference. \nSee your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone. \nGrow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development. \nWhy You’ll Love It Here\nAs part of the TekTribe, you’ll enjoy:\nComprehensive health, dental, and vision coverage options \nWellness benefits that support lifestyle, behavioral health, and overall wellbeing \nFlexible paid time off, sick time, and 10 company-paid holidays \n401(k) plan with company match to help you build your future \nCulture Committee driving initiatives that spark connection, fun, and belonging \nA workplace powered by innovation, collaboration, and energy every day \nWhat You’ll Do\nHere's how you'll help us bring our mission to life and show up as a Trusted Partner:\nThe Senior Project Manager & Process Improvement Specialist is a senior individual contributor and shared-service partner to the Customer Success leadership team. Reporting to Customer Success Leadership, this role leads high-priority programs and process-improvement initiatives across Onboarding, Customer Success, Support, Customer Success Operations, Reporting, Data and AI, RCM Services, and CT Revenue. The position combines disciplined project leadership with practical process redesign-turning strategic priorities into clear plans, aligned decisions, sustained adoption, and measurable operating results.\nLead complex, cross-functional Customer Success programs from initial charter through implementation, adoption, and benefits realization. \nPartner with senior leaders to define business outcomes, scope, success measures, roadmaps, decision rights, owners, dependencies, and resource needs. \nMap and improve end-to-end customer and internal workflows, removing bottlenecks, unclear handoffs, avoidable rework, and inconsistent practices across teams and brands. \nCreate governance and operating discipline that make priorities, risks, decisions, commitments, and tradeoffs visible to leaders and delivery teams. \nUse performance data, employee insight, and customer evidence to validate improvements, sustain gains, and identify the next highest-value opportunity. \nEssential Responsibilities\nHere’s how you’ll help us bring our mission to life and show up as a Trusted Partner:\nStrategic Program & Portfolio Management\nOwn integrated program plans for strategic Customer Success initiatives, including milestones, workstreams, dependencies, resources, risks, decisions, and measurable outcomes. \nMaintain a clear portfolio view of active and proposed initiatives so senior leaders can prioritize work, sequence change, resolve capacity conflicts, and make informed tradeoffs. \nLead discovery and planning sessions that convert broad objectives into executable charters, work plans, roles, deliverables, and acceptance criteria. \nDrive execution across functions and brands, following through on commitments and escalating issues early with facts, options, and recommendations. \nClose programs deliberately by confirming deliverables, transferring ownership, documenting lessons, and measuring whether intended benefits were realized. \nProcess Improvement & Operational Excellence\nFacilitate current-state and future-state process mapping across the customer lifecycle, with particular attention to cross-functional handoffs and sources of customer or employee friction. \nUse root-cause analysis, workflow data, and frontline input to identify failure points, control gaps, unnecessary complexity, and opportunities for standardization or automation. \nDesign practical future-state processes with clear roles, decision rights, service expectations, escalation paths, controls, and supporting documentation. \nPartner with Customer Success Operations, Reporting, Data and AI leaders to strengthen workflow visibility, measurement, automation, and scalable execution. \nPilot changes with defined baselines and success criteria, incorporate feedback, and scale only after the new process demonstrates better outcomes. \nExecutive Partnership & Cross-Functional Governance\nServe as a trusted execution partner to senior leaders across Onboarding, Customer Success, Support, Customer Success Operations, RCM Services, and CT Revenue. \nFacilitate governance forums, working sessions, decision reviews, and operating checkpoints that keep teams aligned on priorities, ownership, dependencies, and next actions. \nSurface cross-functional conflicts and tradeoffs early, frame decisions clearly, and help leaders resolve issues without allowing work to stall between organizational boundaries. \nProvide concise executive communications that distinguish progress, risk, decisions needed, and expected business impact. \nChange Management & Adoption\nAssess stakeholder impact and create fit-for-purpose communication, training, readiness, and adoption plans for each major initiative. \nPartner with functional leaders and people managers to prepare teams for new roles, workflows, tools, standards, and performance expectations. \nTrack adoption and behavior change after launch, identify resistance or unintended effects, and coordinate corrective action before new practices erode. \nTransition completed work to accountable business owners with documented standard work, measures, governance, and support expectations. \nMeasurement, Risk & Continuous Improvement\nDefine baselines, leading indicators, outcome measures, and reporting expectations that show whether programs and process changes are delivering value. \nMonitor schedule, scope, capacity, dependencies, risk, adoption, and benefits realization; maintain transparent logs for decisions, actions, issues, and changes. \nConduct retrospectives and post-implementation reviews, converting lessons into improved methods, templates, playbooks, and leadership practices. \nBuild a reusable Customer Success project and process-improvement toolkit that increases consistency without creating unnecessary bureaucracy. \nYour unique talents are what makes you shine. For this role, success looks like:\n7+ years of progressive experience in project management, program management, operational excellence, business transformation, process improvement, or a related discipline. \nProven success leading complex, cross-functional initiatives from ambiguity through implementation, adoption, and measurable results. \nExperience partnering with senior leaders and influencing teams without direct authority; B2B SaaS, Customer Success, post-sale operations, or healthcare technology experience is strongly preferred. \nStrong capability in process mapping, root-cause analysis, workflow redesign, operating controls, standard work, and continuous-improvement methods. \nDemonstrated ability to establish governance, manage interdependent workstreams, resolve execution risks, and communicate tradeoffs and recommendations clearly. \nStrong analytical and business judgment, with the ability to translate operational data and qualitative evidence into practical decisions and improvement priorities. \nExceptional facilitation, executive communication, stakeholder management, organization, and documentation skills. \nProficiency with modern project, collaboration, workflow, and reporting tools; experience with CRM, customer-success, service-management, or analytics platforms is a plus. \nPMP, PgMP, Lean Six Sigma, Prosci, or comparable project, process-improvement, or change-management certification is preferred but not required. \nA practical, low-ego working style that combines urgency, curiosity, follow-through, and respect for the expertise of functional leaders and frontline teams. \nIf you’re excited to bring your ideas, energy, and expertise to a team that’s shaping the future of healthcare, we can’t wait to hear from you. Apply today and let’s make healthcare simpler, smarter, and Better. Together.\nThe Fine Print (That Really Matters)\nAt PracticeTek, we determine compensation by considering market data, internal equity, and each candidate’s skills and experience. Compensation for this position will be established in accordance with the approved range for the role. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable.\nThis job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.","description_format":"text","description_chars":10607,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-10T02:19:19Z"}],"visa":[],"liveness":{"score":73,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.813,"p_room":0.9,"age_days":22,"expected_fill_days":35,"reasons":["conf:0","win:mid"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/practicetek-senior-project-manager-and-process-improvement-specialist","json_url":"https://alion.io/job/practicetek-senior-project-manager-and-process-improvement-specialist.json","meta":{"generated_at":"2026-11-01T08:14:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12866,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":685459},"rest":"https://alion.io/mcp/rest/get_company?id=685459"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpracticetek-senior-project-manager-and-process-improvement-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpracticetek-senior-project-manager-and-process-improvement-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpracticetek-senior-project-manager-and-process-improvement-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/practicetek-senior-project-manager-and-process-improvement-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpracticetek-senior-project-manager-and-process-improvement-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2210493}},{"tool":"search_jobs","arguments":{"company":"practicetek.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2210493},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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