[Remote] Program Manager, Launch and Implementations

Note: The job is a remote job and is open to candidates in USA. Onward is a company focused on improving access to healthcare and community resources through their transportation management platform. They are seeking a Program Manager, Launch and Implementations to lead the implementation and stabilization of programs across transit and healthcare partners, ensuring efficient deployment and operational readiness.ResponsibilitiesLead end-to-end implementation of new customer programs, from contract close through go-liveDevelop and manage detailed project plans, timelines, and deliverables across internal and external stakeholders. Document customer specific variations and operations dependenciesCoordinate cross-functional teams (Operations, Product, Engineering, Partnerships) to ensure readiness for launch, including identifying task ownership, communication plans, escalation paths, reporting requirements, operational processes and any additional required investment (product, OPS) to support the new partnershipServe as the primary point of contact during implementation, ensuring clear communication and accountabilityIdentify and mitigate risks, proactively resolving issues that could impact launch timelines or successEnsure all operational, technical, and compliance requirements (e.g., ADA, FTA where applicable) are met prior to go-liveTranslate customer requirements into clear operational workflows and platform configurations using Onward’s templated Standard Operating proceduresSupport system setup, integrations, and service design to align with customer needsDevelop and execute onboarding and training for customer teams and partnersEnsure a smooth transition from implementation to live operations with minimal disruptionEstablish initial performance baselines and success criteria for each deploymentOwn post-launch stabilizations process through defined success milestones, including monitoring initial program performance, identifying operational gaps, and implementing improvementsLead cross-functional stabilization reviews and issue resolution, including tracking launch health, operational burden, customer feedback, and adoption metricsTroubleshoot issues and coordinate internal teams to resolve challenges quickly, including coordinating corrective actions across Revenue, Product, and Operations teamsOnce programs are stable and transitioned, provide ad-hoc technical account support when required or called upon by the account owners (Account Executives / Business Development Managers)Document learnings and refine implementation playbooks to improve future launches, implementation standards, launch gates, communication frameworks, and escalation proceduresContinuously improve the company's go-to-market operating model for new program launchesIdentify recurring launch pain points and drive structural improvements across teamsPartner with Sales, BD, and Account Executives to ensure smooth handoffs from pre-sale to implementation to post-launch, including driving cross-functional alignment on customer expectations, success metrics, and post-launch support modelCollaborate with Product and Engineering to surface implementation insights and inform product improvementsWork with Operations teams to ensure supply, service quality, and execution standards are metContribute to the development of scalable processes, tools, and playbooks for program launchesSkills4+ years of experience in program management, implementation, operations, or project management rolesProven track record of launching complex, multi-stakeholder programs or servicesStrong ability to manage multiple projects simultaneously in a fast-paced environmentHighly organized with exceptional attention to detail and executionData-driven mindset with the ability to track performance and drive operational improvementsExcellent communication skills, with the ability to work across executive stakeholders and frontline operatorsExperience working with cross-functional teams including Product, Engineering, and OperationsExperience in healthcare, public transportation, NEMT, or mobility services strongly preferredExperience with ADA, FTA or CMS compliant services or regulated transportation programsLean process improvement certification and/or Project Management Professional (PMP) certificationBackground in marketplace operations or logistics-heavy environmentsExperience building or refining implementation playbooks and launch frameworksBenefits+Bonus+ StockRemoteUp to 20% travelCompany OverviewOnward provides SAAS + Rides for older adults & people with disabilities, ensuring access to healthcare, social, & daily needs. It was founded in 2021, and is headquartered in Santa Rosa, California, USA, with a workforce of 11-50 employees. Its website is http://www.onwardrides.com.Company H1B SponsorshipOnward has a track record of offering H1B sponsorships, with 7 in 2026, 35 in 2025, 47 in 2024, 29 in 2023, 52 in 2022, 29 in 2021, 30 in 2020. Please note that this does not guarantee sponsorship for this specific role.