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PracticeTek
PracticeTek
501 – 1,000 Employees
B2BHealthcareSaaS
PracticeTek develops and invests in software and services for retail healthcare providers. Its SaaS tools help clinics improve patient experiences, reach new patients, and manage day-to-day operations across fields including dentistry, optometry, physical therapy, and dermatology. The company brings together healthcare technology brands and provides shared services and growth support to its portfolio companies and independent practices.
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Senior Project Manager, Process Improvement

Lead cross-functional Customer Success programs and improve processes across PracticeTek’s healthcare technology platform. Build governance, redesign workflows, support adoption, and deliver measurable outcomes.

USUnited StatesCACalifornia
$135,000 – $150,000 / year
HybridFull-timeSeniorEnglish RequiredProject Manager
PMP

Description

  • Lead cross-functional Customer Success programs from planning through implementation, adoption, and benefits realization
  • Set outcomes, scope, measures, roadmaps, decision rights, ownership, dependencies, and resource needs with senior leaders
  • Map and improve customer and internal workflows from end to end
  • Address bottlenecks, unclear handoffs, unnecessary rework, and inconsistent practices across teams and brands
  • Establish governance for priorities, risks, decisions, commitments, and tradeoffs
  • Use performance data, employee perspectives, and customer evidence to validate improvements and find high-value opportunities
  • Manage integrated program plans covering milestones, workstreams, dependencies, resources, risks, decisions, and measurable outcomes
  • Maintain portfolio visibility to guide prioritization, sequencing, capacity, and tradeoff decisions
  • Lead discovery and planning sessions to produce actionable charters, work plans, roles, deliverables, and acceptance criteria
  • Coordinate execution across functions and brands, escalating issues with supporting facts, options, and recommendations
  • Complete programs by confirming deliverables, transferring ownership, recording lessons, and measuring benefits
  • Facilitate current-state and future-state process mapping across the customer lifecycle
  • Analyze root causes using workflow data and input from frontline teams
  • Design future-state processes with defined roles, decision rights, service expectations, escalation paths, controls, and documentation
  • Work with Customer Success Operations, Reporting, Data, and AI leaders on visibility, measurement, automation, and scalable execution
  • Pilot changes, gather feedback, and scale improvements after demonstrating better outcomes
  • Facilitate governance meetings, working sessions, decision reviews, and operating checkpoints
  • Bring cross-functional conflicts and tradeoffs to light and help leaders resolve them
  • Give executives concise updates on progress, risks, decisions required, and business impact
  • Develop communication, training, readiness, and adoption plans for major initiatives
  • Prepare teams for changes to roles, workflows, tools, standards, and performance expectations
  • Monitor adoption and behavior changes, coordinating corrective action as needed
  • Hand completed work to accountable business owners with documented standard practices, measures, governance, and support expectations
  • Set baselines, leading indicators, outcome measures, and reporting expectations
  • Monitor schedules, scope, capacity, dependencies, risks, adoption, and benefits realization
  • Keep clear records of decisions, actions, issues, and changes
  • Lead retrospectives and post-implementation reviews
  • Develop reusable project management and process-improvement resources for Customer Success

Requirements

  • At least 7 years of progressively responsible experience in project or program management, operational excellence, business transformation, process improvement, or a related field
  • Demonstrated success leading complex, cross-functional initiatives from ambiguity through implementation, adoption, and measurable results
  • Experience working with senior leaders and influencing teams without direct authority
  • B2B SaaS, Customer Success, post-sale operations, or healthcare technology experience is strongly preferred
  • Strong skills in process mapping, root-cause analysis, workflow redesign, operating controls, standard work, and continuous-improvement methods
  • Ability to establish governance, manage interdependent workstreams, address execution risks, and clearly communicate tradeoffs and recommendations
  • Strong analytical ability and business judgment
  • Ability to turn operational data and qualitative evidence into practical decisions and improvement priorities
  • Excellent facilitation, executive communication, stakeholder management, organization, and documentation skills
  • Proficiency with modern project, collaboration, workflow, and reporting tools
  • Experience with CRM, customer-success, service-management, or analytics platforms is a plus
  • PMP, PgMP, Lean Six Sigma, Prosci, or comparable certification in project management, process improvement, or change management is preferred but not required
  • A practical, collaborative approach marked by urgency, curiosity, follow-through, and respect for the expertise of functional leaders and frontline teams

Benefits

  • Health, dental, and vision plan options
  • Wellness benefits for lifestyle, behavioral health, and overall wellbeing
  • Flexible paid time off
  • Sick leave
  • 10 company-paid holidays
  • 401(k) plan with company match
  • Culture Committee activities that support connection, enjoyment, and belonging
  • Possible additional compensation, such as bonuses or equity, where applicable
  • Flexible opportunities to contribute across multiple brands
  • Career and skills development in a workplace that supports continuous learning

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