Program Manager V

Kaiser Permanente; Pasadena (CA); On-site; USD 130,000 - 170,000; Full time

Job summary

KAISER in Pasadena, California is seeking a Program Manager V to oversee large-scale programs across multiple workstreams. You will lead cross-functional teams, coordinate internal and external resources, monitor risks, and ensure alignment with policies and vendor relations.

The role requires strategic oversight, performance measurement, and stakeholder communication at senior levels, with emphasis on delivering long-term value, change management, and formal project governance.

Qualifications

• Bachelor's degree required; 8+ years in project management or related field.
• Experience leading large, multi-workstream programs.
• Strong stakeholder management and governance abilities.

Responsibilities

• Oversees multi-workstream programs ensuring outcomes from initiation to close-out.
• Leads cross-functional teams and manages vendor and stakeholder relationships.
• Monitors risks, budgets, and timelines; aligns with organizational policies.

Skills

Ambiguity management

Attention to Detail

Business Knowledge

Communication

Critical Thinking

Cross-Group Collaboration

Decision Making

Dependability

Learning Agility

Problem Solving

Teamwork

Topic-Specific Communication

Education

Bachelor's degree

Job description

Specific Duties

1. Vendor Governance & Performance Accountability- Provide end-to-end oversight of the managed services operation, ensuring achievement of contractual service levels, operational performance, quality, and business outcomes. Lead governance forums, performance reviews, and corrective action planning while holding the vendor accountable for service delivery and continuous improvement.

2. Escalation Management & Operational Risk Mitigation - Serve as the primary point of escalation for broker service issues, operational defects, compliance concerns, and service disruptions. Lead root cause analysis, remediation efforts, and cross-functional coordination to mitigate risks impacting broker experience, commissions, licensing, book-of-business management, and operational accuracy.

3. Strategic Operational Transformation Execution- Direct the transition, stabilization, and ongoing optimization of the vendor supported Broker Services model. Oversee implementation of new processes, automation capabilities, and service enhancements while aligning stakeholders, managing program risks, and ensuring realization of anticipated cost, efficiency, and service quality benefits.

Job Summary:

Manages large-scale programs or components with multiple workstreams and strategic business goals across departments, functions, or regions with responsibility and accountability for achieving program outcomes from initiation to close-out in an extended or open-ended time frame. Leads the work of large program teams by leading others in coordinating and monitoring internal and/or external resources. Proactively monitors, identifies, and mitigates program risks, issues, and trigger events by developing mitigation plans and strategies. Monitors compliance of program activities by ensuring program plans and team members adhere to relevant policies and procedures. Ensures the alignment, buy-in, engagement, and support of diverse program stakeholders. Reviews vendor performance levels, ensures service level agreements are met, and participates in contract negotiations with vendors.

Essential Responsibilities:

• Promotes learning in others by communicating information and providing advice to drive projects forward; builds relationships with cross-functional stakeholders. Listens, responds to, seeks, and addresses performance feedback; provides actionable feedback to others, including upward feedback to leadership and mentors junior team members. Practices self-leadership; creates and executes plans to capitalize on strengths and improve opportunity areas; influences team members within assigned team or unit. Adapts to competing demands and new responsibilities; adapts to and learns from change, challenges, and feedback. Models team collaboration within and across teams.

• Conducts or oversees business-specific projects by applying deep expertise in subject area; promotes adherence to all procedures and policies. Partners internally and externally to make effective business decisions; determines and carries out processes and methodologies; solves complex problems; escalates high-priority issues or risks, as appropriate; monitors progress and results. Develops work plans to meet business priorities and deadlines; coordinates and delegates resources to accomplish organizational goals. Recognizes and capitalizes on improvement opportunities; evaluates recommendations made; influences the completion of project tasks by others.

• Manages large-scale programs or components with multiple workstreams and strategic business goals across departments, functions, or regions with responsibility and accountability for achieving program outcomes from initiation to close-out in an extended or open ended time frame. Develops, analyzes, and manages highly complex program plans which include scope identification and management, schedule, inter-dependencies, and resource forecast. Manages and monitors the program financials of large-scale programs. Monitors program performance to ensure programs effectively deliver maximum long term value or benefit to the organization, and makes adjustments as needed in an uncertain environment where scope may be fluid. Leads program activities related to organizational change management (e.g., development and execution of user adoption, implementation, and training plans) as defined by the program. Drives allocation of resources, establishes schedules, and task assignments to ensure established program management practices are in place. This role may perform project management duties in addition to program management responsibilities.

• Leads the work of large program teams by monitoring internal and external resources. Leads others in requesting and coordinating internal and/ or external resources based on the alignment of team member skills and program demands. Communicates a clear vision of program goals and objectives to the team. Delivers performance feedback to team members supervisors.

• Proactively monitors, identifies, and mitigates program risks, issues, and trigger events by developing mitigation plans and strategies; and resolving or escalating risks or issues as appropriate.

• Monitors adherence of program activities to policies and procedures by ensuring program plans and team members follow KP, departmental, and/or business line policies and procedures.

• Ensures the alignment, buy-in, engagement and support of diverse program stakeholders by building and maintaining relationships as well as communicating appropriately with internal customers, third party vendors, senior management, and business leaders; and clarifying accountability and authority across stakeholders. Identifies and works closely with key stakeholders based on their level of influence and decision making and ensures all appropriate stakeholders are represented and included. Provides insight to key stakeholders and program sponsors by developing program goals, setting the prioritization of deliverables, discussing involvement of business processes (e.g. program change management, communication) and facilitating decisions necessary for program delivery. Communicates tough issues to stakeholders while maintaining an independent opinion, providing recommendations, delivering formal presentations, and providing reports to various senior audiences. Engages with senior stakeholders to identify long term value to the organization and define success.

• Reviews vendor performance levels and ensures service level agreements are met. Partners with Procurement and/or Legal to develop service level and/or scope of work agreements as appropriate. Participates in contract negotiations with vendors and reviews program invoices submitted by vendors for accuracy.

Knowledge, Skills and Abilities: (Core)

• Ambiguity/Uncertainty Management

• Attention to Detail

• Business Knowledge

• Communication

• Critical Thinking

• Cross-Group Collaboration

• Decision Making

• Dependability

• Diversity, Equity, and Inclusion Support

• Drives Results

• Facilitation Skills

• Health Care Industry

• Influencing Others

• Integrity

• Learning Agility

• Organizational Savvy

• Problem Solving

• Short- and Long-term Learning & Recall

• Teamwork

• Topic-Specific Communication

Knowledge, Skills and Abilities: (Functional)

• Applied Data Analysis

• Change Management

• Conflict Resolution

• Financial Acumen

• Managing Diverse Relationships

• Negotiation

• Project Management

• Project Management Tools

• Quality Assurance Process

• Risk Assessment

• Service Focus

• Strategic Program Management

Minimum Qualifications:

• Minimum three (3) years experience in a leadership role with or without direct reports.

• Bachelors degree from an accredited college or university and minimum eight (8) years experience in project management or a directly related field, including minimum four (4) years program management experience OR Minimum eleven (11) years experience in project management or a directly related field including minimum four (4) years program management experience.

Preferred Qualifications:

• Four (4) years of experience working with pharmacy and benefits operations.

• Four (4) years of experience working in physician HR strategic consulting.

COMPANY: KAISER

TITLE: Program Manager V

LOCATION: Pasadena, California

REQNUMBER: 1442920

External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.