Senior Strategic Program Manager – Customer Experience Portfolio Lead & Transformation Champion – Driving CX Excellence and Innovation at brighthush

About brighthush

brighthush is a forward‑thinking, technology‑enabled organization that partners with state and federal agencies to deliver high‑quality, affordable health care to millions of Americans. With a mission centered on improving patient outcomes, reducing costs, and enhancing the overall experience of care, brighthush operates at the intersection of data, innovation, and compassionate service. Our culture is built on collaboration, continuous learning, and a relentless focus on results. Whether you’re working on Medicaid Managed Care initiatives, claims processing, or digital health platforms, you’ll be part of a team that is reshaping the future of health care delivery.

Why Join brighthush?

• Impact at Scale: Your work will directly influence the experience of thousands of patients and providers across the country.
• Innovative Environment: We blend Agile, Waterfall, and hybrid methodologies to create flexible, high‑velocity delivery pipelines.
• Career Growth: brighthush offers a clear pathway for advancement, mentorship programs, and access to industry conferences.
• Inclusive Culture: We celebrate diversity, equity, and inclusion, fostering a workplace where every voice is heard.
• Competitive Compensation & Benefits: From generous vacation policies to comprehensive health coverage, we invest in your well‑being.

Role Overview

As the Senior Strategic Program Manager – Customer Experience Portfolio Lead & Transformation Champion at brighthush, you will be the strategic linchpin that aligns customer experience (CX) initiatives with our broader business objectives. You will partner with account leadership, the PMO, and corporate CX teams to manage demand, prioritize work, oversee project execution, and deliver executive‑level portfolio reporting. Your blend of portfolio governance, project delivery, stakeholder management, and operational planning will ensure that CX investments generate measurable business value while adhering to rigorous intake, prioritization, and project management standards.

Key Responsibilities

• Stakeholder Liaison: Serve as the primary point of contact between the CX organization, account leadership, PMO, and corporate CX teams for all CX‑related initiatives, ensuring alignment and clear communication.
• Governance & Process Design: Establish, maintain, and continuously improve governance processes that ensure every CX initiative follows approved intake, prioritization, funding, capacity planning, and execution frameworks.
• Intake & Prioritization: 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 Leadership: 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 Coordination: Coordinate cross‑functional teams across operations, technology, product, provider, claims, and business areas to ensure successful delivery and organizational readiness.
• Reporting & Dashboards: Develop and maintain project schedules, governance artifacts, executive status reports, dashboards, and portfolio metrics that provide clear, actionable insights.
• Capacity & Demand 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.
• Strategic 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.
• Roadmap Development: 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 health care programs.
• Demonstrated expertise in 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 (e.g., MS Project, JIRA, Power BI).
• 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

• PMI certification (PMP, PgMP, or similar) or equivalent advanced project management credential.
• Experience with healthcare data analytics, claims processing, or provider engagement platforms.
• Familiarity with regulatory compliance frameworks such as HIPAA, HITECH, and CMS guidelines.
• Track record of leading cross‑functional teams in a distributed, remote‑first environment.
• Proficiency in advanced data visualization tools (Tableau, Power BI) and performance metrics development.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Stakeholder Management & Influence
• Portfolio & Program Governance
• Data‑Driven Decision Making
• Change Management & Continuous Improvement
• Excellent Communication & Presentation Skills
• Analytical & Problem‑Solving Acumen
• Adaptability & Resilience in Dynamic Environments
• Collaboration Across Functional Silos
• Customer‑Centric Mindset

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem. You will have access to:

• Structured leadership development programs that refine your strategic and operational capabilities.
• Technical academies focused on emerging technologies, data analytics, and digital health solutions.
• Mentorship from senior leaders who guide career progression and skill refinement.
• Opportunities to present at industry conferences, webinars, and internal knowledge‑sharing sessions.
• Cross‑functional projects that broaden your exposure to new business domains and stakeholder groups.

Work Environment & Culture

brighthush thrives on a culture of collaboration, transparency, and innovation. Our remote‑first model empowers you to work from anywhere in the United States, while our virtual collaboration tools keep teams connected and productive. We celebrate successes through regular recognition programs, hackathons, and community service initiatives. Our inclusive environment ensures that every voice is heard, and we actively promote diversity, equity, and inclusion through employee resource groups, bias‑free hiring practices, and continuous learning workshops.

Compensation & Benefits

• Competitive Salary: $86,800 – $124,000 per year, adjusted for geographic region, internal equity, and experience.
• Flexible Vacation Policy: Generous paid time off that encourages work‑life balance.
• 401(k) with Employer Match: Secure your future with a robust retirement plan.
• Comprehensive Health Benefits: Medical, dental, vision, and wellness programs designed to support you and your family.
• Educational Assistance: Tuition reimbursement and access to online learning platforms.
• Leadership & Technical Development Academies: Structured learning paths, mentorship, and hands‑on projects to accelerate your career.
• Remote‑First Flexibility: Work from anywhere in the United States with occasional travel (0‑10%).
• Video‑Enabled Collaboration: All interviews and the first week of orientation will include video to foster connection and engagement.

How to Apply

Ready to lead transformative CX initiatives at brighthush? Submit your application by October 30, 2026 through our career portal. We look forward to exploring how your expertise can help us deliver exceptional experiences to patients, providers, and partners across the nation.