Opportunity:
Get Well is seeking a highly driven and technically strong Customer Impact Lead (Technical Program Manager) to drive end-to-end execution of customer-impacting initiatives across our healthcare platform. This role is critical in ensuring that engineering delivery translates into measurable customer outcomes by aligning product, engineering, and customer success teams.
The ideal candidate brings a strong blend of technical depth and program management expertise, with the ability to operate across complex, cross-functional environments. This role requires proactive identification of risks, dependencies, and showstoppers, while driving execution with clarity and accountability. The individual will work closely with engineering, product, customer success, and operations teams to ensure readiness for customer deployments, demos, and go-lives.
In addition, this role will own development planning, release planning, and execution tracking across multiple workstreams to ensure predictable and high-quality delivery. Experience managing modern AI-first development lifecycles is a strong plus.
This position plays a key role in improving execution efficiency and delivering high-impact outcomes in a fast-paced healthcare environment.
Key Responsibilities:
Customer Impact & Program Execution:
- Define, track, and drive customer impact milestones across key workstreams (e.g., Virtual Care, IPC, Ambulatory).
- Ensure all initiatives are aligned to clear customer outcomes and timelines.
- Drive end-to-end execution across multiple cross-functional programs.
- Own development planning and ensure alignment between roadmap, engineering execution, and customer priorities.
Development & Release Planning:
- Lead release planning across multiple teams, ensuring clear scope, timelines, and dependencies.
- Track execution against plans and ensure predictable, high-quality releases.
- Establish visibility into release readiness, risks, and go-live criteria.
Risk & Dependency Management:
- Identify and proactively manage critical dependencies across engineering, data, hardware, and operations.
- Surface showstoppers early and drive mitigation plans with clear ownership and timelines.
- Ensure risks are clearly communicated with actionable next steps.
Cross-Functional Collaboration:
- Act as a bridge between engineering, product, and customer success teams across geographies.
- Ensure alignment between what is being built and what customers need.
- Coordinate closely with operations and support teams for seamless customer delivery.
Customer-Centric Delivery:
- Work with customer success teams to understand customer priorities and pain points.
- Ensure readiness for customer demos, deployments, and go-live activities.
- Drive stabilization of high-value customer accounts through improved reliability and execution.
Operating Rhythm & Reporting:
- Establish and run weekly execution and customer impact reviews.
- Provide concise, executive-level updates on status, risks, and leadership asks.
- Maintain visibility into program health, progress, and outcomes.
Insights & Continuous Improvement:
- Identify cross-program patterns and systemic issues impacting delivery.
- Drive improvements in execution efficiency and predictability.
- Promote a culture of accountability, ownership, and outcome-driven execution.
Required Qualifications:
- Bachelor’s or Master’s degree in Computer Science, Engineering, or related field.
- 10–15 years of experience in software engineering, technical program management, or related roles.
- Strong technical understanding of software architecture, distributed systems, and cloud-based applications.
- Proven experience managing complex, cross-functional programs with multiple dependencies.
- Experience in development planning, release planning, and execution tracking across large-scale programs.
- Familiarity with AI-first development lifecycles and managing AI-driven product delivery is a plus.
- Excellent problem-solving skills with the ability to identify risks and drive mitigation.
- Strong communication and stakeholder management skills, especially in global team environments.
- Demonstrated ability to influence without authority and drive alignment across teams.
- Experience in healthcare or regulated environments is a plus.
