Program Manager - Naturopathic Doctor Team

permanent

Fully Remote

Only accepting applications from: United States

Own and optimize the ND Team’s technical ecosystem and customer-facing services, including scheduling and consultation platforms, customer service tools, data and reporting systems, and emerging AI-enabled tools.
Lead initiatives to bring new customer-facing projects to life and optimize existing customer-facing services.
Research, evaluate, and implement new tools, automations, and workflow improvements that increase operational efficiency and support new initiatives, in alignment with company policies and regulatory standards.
Oversee day-to-day technical and operational workflows, actively supporting issue resolution and facilitating handoff to appropriate teams as needed.
Analyze end-to-end workflows to identify inefficiencies, risks, and opportunities, and design scalable solutions supported by clear operational standards and procedures.
Lead ND-specific technical and operational projects end to end, including planning, timelines, and execution, under the guidance of the Director.
Coordinate and contribute to cross-functional initiatives such as integration and expanded delivery of ND-developed, customer-facing content.
Oversee accurate tracking and reporting of ND Team performance metrics, maintaining data integrity and expanding reporting capabilities in collaboration with the Data & Analytics team.
Collaborate with the Director of Naturopathic Doctors and Clinical Education to translate operational data into insights and recommendations that guide prioritization and strategic decision-making.
Support operational enablement for a large contractor-based workforce by overseeing appropriate tool usage, supporting training efforts, and assisting with contractor oversight.

Experience

5+ years of experience in program management, technical operations, systems-focused roles, or other cross-functional roles within a scaling organization.
Strong technical fluency, including experience with tools such as scheduling or consultation platforms, customer service systems, and data/reporting tools (e.g., Zendesk, Asana, Jira, Zapier, Acuity).
Ability to analyze complex workflows, identify opportunities for improvement, and design practical, scalable solutions.
Capability to take initiatives from idea to execution, including planning, cross-functional coordination, and follow-through to completion.
Experience owning and evolving operational analytics and data collection systems, with a focus on metric definition, data integrity, and actionable reporting.
Comfort working across multiple disciplines including Product, Engineering, Data, IT, and Customer Experience.
Strong analytical and communication skills for translating technical and operational concepts for diverse audiences.
Comfort working in ambiguous, shifting, and evolving environments with an ability to make progress even when the path is not fully defined.