Senior Program Manager – Customer Experience Portfolio Leadership & Governance (Remote, United States) – Driving Patient‑Centric Digital Innovation & Transformation at brighthush

About brighthush

brighthush is a pioneering technology partner that empowers health systems, Medicaid Managed Care plans, and government‑sponsored programs to deliver seamless, patient‑centric care through cutting‑edge digital solutions. With a global footprint and a culture rooted in collaboration, data‑driven decision making, and relentless focus on outcomes, brighthush is redefining how care is coordinated, delivered, and measured. Our mission is simple: to make every patient experience brighter, simpler, and more effective.

Why brighthush?

At brighthush, we believe that the best ideas come from people who are challenged, supported, and celebrated. Our teams work in a dynamic, fast‑paced environment where every voice matters and every project has a measurable impact on real patients and providers. We invest heavily in professional growth, offering:

• Structured learning paths and leadership academies that help you build new skills and advance your career.
• Access to cutting‑edge tools, data science resources, and industry conferences.
• A culture that encourages experimentation, celebrates wins, and learns from setbacks.
• Flexible remote work arrangements that let you thrive from anywhere in the United States.

Position Overview

As the Senior Program Manager – Customer Experience Portfolio Leadership & Governance, you will be the linchpin that aligns brighthush’s customer experience (CX) initiatives with strategic account priorities, governance standards, and resource capacity. You will own the entire portfolio lifecycle—from intake and prioritization to execution and executive reporting—ensuring that every CX investment delivers tangible business value and elevates the patient journey.

Key Responsibilities

• Stakeholder Champion: Serve as the primary liaison between the CX organization, account leadership, PMO, and corporate CX teams for all CX‑related initiatives.
• Governance Architect: Establish and maintain rigorous governance processes that guarantee every initiative follows approved intake, prioritization, funding, capacity planning, and execution frameworks.
• Intake & Prioritization Lead: Facilitate the intake, evaluation, and prioritization of CX requests by assessing business value, operational impact, strategic alignment, risks, dependencies, and resource requirements.
• Portfolio Visibility: Manage the CX project portfolio, providing real‑time visibility into project health, risks, issues, dependencies, milestones, and capacity constraints to support informed leadership decision‑making.
• Project Execution Owner: Lead the planning and execution of CX‑sponsored projects from initiation through implementation, ensuring delivery within approved scope, schedule, budget, and quality objectives.
• Cross‑Functional Coordinator: Coordinate cross‑functional teams across operations, technology, product, provider, claims, and business areas to ensure successful delivery and organizational readiness.
• Reporting & Analytics: Develop and maintain project schedules, governance artifacts, executive status reports, dashboards, and portfolio metrics.
• Demand & Capacity Management: Monitor portfolio demand and resource capacity to ensure new initiatives are appropriately evaluated and sequenced against existing commitments.
• Risk & Issue Management: Drive proactive risk, issue, and dependency management, escalating concerns and implementing mitigation strategies to protect delivery commitments.
• Executive Communication: Communicate portfolio and project status to account leadership and corporate CX leadership, providing recommendations regarding priorities, resource needs, delivery risks, and strategic opportunities.
• Operational Readiness: Ensure operational readiness and customer impact considerations are incorporated into project planning, implementation, and transition activities.
• Strategic Planning Partner: Support strategic planning and roadmap development for the CX organization by translating business objectives into executable initiatives and delivery plans.

Essential Qualifications

• 9+ years of experience managing complex projects, programs, portfolios, or strategic initiatives, preferably within healthcare, Medicaid, Medicaid Managed Care, or government‑sponsored healthcare programs.
• Demonstrated experience governing project portfolios, demand management, intake processes, prioritization frameworks, and executive reporting.
• Strong knowledge of project and program management methodologies, including PMI, Agile, Waterfall, or hybrid delivery models.
• Experience facilitating executive governance forums, prioritization discussions, and cross‑functional decision‑making.
• Proven ability to translate strategic objectives into actionable project roadmaps, delivery plans, and measurable outcomes.
• Experience managing across matrixed organizations and influencing stakeholders without direct authority.
• Strong analytical skills with experience evaluating business value, operational impacts, resource requirements, and project risks.
• Expertise in portfolio reporting, resource planning, capacity management, and project governance tools.
• Exceptional written and verbal communication skills with the ability to present effectively to executives, clients, and operational leaders.
• Ability to balance strategic planning with hands‑on project execution in a fast‑paced, highly visible environment.

Preferred Qualifications

• Certification in PMP, PgMP, or equivalent project management credential.
• Experience with data‑driven decision frameworks such as OKRs or Balanced Scorecards.
• Background in digital health or health IT product development.
• Familiarity with Medicaid policy, managed care contracts, or public‑sector procurement processes.
• Experience leading cross‑functional teams in a distributed, remote environment.

Skills & Competencies

• Strategic Thinking & Visioning
• Stakeholder Management & Influence
• Portfolio & Resource Planning
• Risk & Issue Management
• Data Analysis & KPI Tracking
• Agile & Waterfall Methodologies
• Executive Presentation & Reporting
• Change Management & Adoption
• Continuous Improvement & Process Optimization
• Collaboration & Team Leadership

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by the impact you create. As a Senior Program Manager, you will:

• Progress to Director or VP of CX Portfolio Management, overseeing a global portfolio of high‑impact initiatives.
• Lead cross‑functional innovation labs that shape the future of digital health.
• Mentor junior managers and analysts, building a high‑performing team.
• Participate in executive leadership programs and industry conferences.
• Access a robust learning platform that includes courses on advanced project management, data science, and health policy.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in the United States while staying connected to a vibrant, collaborative community. We celebrate diversity, foster psychological safety, and encourage continuous learning. You’ll find:

• Weekly virtual coffee chats with peers across functions.
• Monthly town halls featuring senior leaders and industry experts.
• Annual hackathons that let you prototype new ideas.
• A transparent feedback loop that empowers you to shape processes.
• A commitment to work‑life balance, with generous vacation and flexible scheduling.

Compensation & Benefits

While specific salary ranges vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Competitive base salary aligned with market benchmarks.
• Performance‑based bonuses tied to portfolio outcomes.
• 401(k) plan with employer match.
• Comprehensive health, dental, and vision coverage.
• Flexible paid time off and a generous vacation policy.
• Educational assistance and tuition reimbursement.
• Access to leadership and technical development academies.
• Wellness programs, including mental health resources and fitness stipends.

How to Apply

If you’re ready to lead brighthush’s CX portfolio, drive measurable impact, and grow your career in a forward‑thinking organization, we want to hear from you. Click the link below to submit your application and join a team that’s making patient experiences brighter every day.

Apply to this role at brighthush

Join brighthush – Where Every Patient Experience Matters

At brighthush, we’re not just building technology; we’re building a healthier future. If you’re passionate about transforming patient journeys, thrive in a collaborative environment, and want to make a lasting impact, this is the place for you. Apply today and help us create brighter, more connected care for millions of patients across the country.