Job Description
SUMMARY
Reporting directly to the Senior Director of Operational Excellence, the Senior Implementation Manager leads the Program Operations Support team and executes approved Operational Excellence initiatives. The role partners with Divisional Leadership, Program Managers, and key stakeholders to align matrixed Quality Assurance, Program Operations Training, and other business-function support with divisional needs. Supervisory and tasking authority is limited to Program Operations Support personnel.
The Senior Implementation Manager directs implementation planning, operational diagnostics, workflow development, program-management support systems, approved business-system enhancements, field deployment support, adoption monitoring, and sustainment activities assigned to Program Operations Support. The role directly supervises the Nursing Protocols and Compliance Educator and the Program Governance & Support Specialist, setting priorities, assigning work, approving deliverables, resolving internal dependencies, and coordinating requirements, decisions, and handoffs. Matters outside the team’s authority are escalated to the appropriate organizational owner.
The Senior Implementation Manager exercises supervisory and decision-making authority only within Program Operations Support while Quality Assurance, Training, and other business-function leaders retain authority for their respective operations, personnel, priorities, and professional determinations. Cross-functional work is conducted through coordination, agreed commitments, and escalation to the appropriate organizational owner.
Salary: $165, 000 / year
DUTIES AND FUNCTIONS
· Program Operations Support Leadership — Establish priorities, assign work, direct execution, approve deliverables, and manage workload and performance for Program Operations Support personnel. Coordinates the team’s frameworks, tools, systems, and workspaces with the Divisions and other functional owners without directing their personnel.
· Operational Diagnostics and Assessment — Facilitate assessments requested or sponsored by the appropriate business-function or Division owner to identify process gaps, workflow friction, role-to-work misalignment, operational constraints, and improvement opportunities. Present findings and recommendations to the responsible owner for decision and action.
· Process and Workflow Development — Translate approved requirements and operational needs into standardized processes, workflows, Work Instructions, Job Aids, tools, and other repeatable execution mechanisms. Incorporate clinical requirements and recommendations provided by the Nursing Protocols and Compliance Educator and coordinate documentation, workspace, records, tracking, and administrative controls through the Program Governance & Support Specialist.
· Implementation Planning and Cadence — Develop and manage Program Operations Support implementation plans, backlogs, milestones, dependencies, decision points, and schedules. Coordinate external dependencies and proposed timelines with the responsible Division, Program Manager, Quality Assurance, Training, or business-function owner for approval and commitment.
· Program Management Support Systems and Digital Enablement — Manage the Program Operations Support team’s development and administration of standardized program-management frameworks, templates, MIDAS resources, and digital workspaces. Coordinate proposed designs, changes, and deployments with the applicable quality, training, technology, or business-system owner before implementation.
· Program Startup and Lifecycle Support — Apply standardized implementation practices, governance resources, workflows, and tools during new-program startup, transition, ongoing management, and sustainment.
· Systems and Process Improvement — Identify, evaluate, and coordinate system enhancements and process improvements based on operational data, stakeholder feedback, lessons learned, audit results, field observations, and evolving program requirements.
· Technology and Workflow Integration — Program Operations Support ownership and design for integrated processes within IT/Systems – SharePoint, Microsoft 365, Power Platform, eQMS, dashboards, automated workflows, and other approved business systems.
· Program Operations Support Team Leadership — Convert approved priorities into clear assignments, accountable owners, schedules, measurable outputs, and coordinated day-to-day execution for the Nursing Protocols and Compliance Educator, the Program Governance & Support Specialist, and any other assigned Program Operations Support personnel.
· Decision Routing and Handoffs — Elevate operational decisions to the applicable Division leader or Program Manager; quality decisions to the Director of Quality Assurance; training decisions to the Director of Training; and business-function decisions to the responsible corporate owner.
· Cross-Functional Coordination — Serve as a coordinating and support resource to Quality Assurance, Program Operations Training, Division leadership, Program Managers, Program Operations, Site Leadership, Human Resources, IT/Systems, Legal/Contracts, Finance, and other designated stakeholders. Track agreed requirements, dependencies, owners, due dates, and handoffs; work through the appropriate organizational owner for assignments, approvals, priority-setting, and direction of personnel outside Program Operations Support.
· Division and Program Support — At the request of Division leadership or Program Managers, assess operating conditions, capture requirements and field feedback, coordinate approved implementation support, and help resolve delivery barriers. Division and program leaders retain authority for operational decisions, staffing, priorities, schedules, and site execution.
· Pilot and Deployment Management — Coordinate controlled pilots and phased implementation of approved processes, workflows, systems, and tools before broader deployment.
· Performance and Adoption Monitoring — Monitor implementation progress, process adoption, milestones, workflow performance, corrective-action status, training completion, program feedback, and other established performance measures. Use clinical readiness, competency, and field-effectiveness information provided by the Nursing Protocols and Compliance Educator and implementation records, trackers, decision logs, and administrative-control information maintained by the Program Governance & Support Specialist to identify risks, gaps, and required follow-up.
· Quality Assurance Coordination — Provide process information, implementation evidence, corrective-action support, and field observations requested by the Director of Quality Assurance or designated Quality Assurance personnel. Support agreed remediation and improvement activities assigned to Program Operations Support.
· Program Operations Training Coordination — Provide approved process requirements, workflows, tools, and implementation schedules to the Director of Training or designated Training personnel. Support agreed readiness, rollout, completion tracking, and performance-feedback activities assigned to Program Operations Support. The Senior Implementation Manager collaborates with the Training directorate to deliver approved workflows and content in line with organizational strategy, curriculum standards, LMS administration and instructor qualifications.
· Readiness and Capacity Assessment — Evaluate implementation readiness, organizational capacity, resource requirements, dependencies, risks, and sustainment considerations before broader deployment.
· Pilot and Deployment Support — Coordinate implementation resources supporting new-contract starts, program transitions, recompetes, high-friction operations, and other priority organizational requirements.
· Executive Leadership Reporting and Recommendations — Provide implementation status, performance information, risks, resource constraints,
lessons learned, and evidence-based recommendations through the Senior Director of Operational Excellence to executive leadership, as appropriate, to scale, hold, revise, or discontinue implementation activities.
· Sustainment and Standardization — Ensure successful improvements are incorporated into appropriate systems, workflows, documentation, templates, tools, and governance mechanisms to promote repeatable and sustainable execution across programs.
EDUCATION AND EXPERIENCE (REQUIRED)
· Associate or bachelor’s degree in Project Management, Operational Excellence, Quality Management, or a related discipline, or five years of relevant experience in lieu of a degree. All candidates must meet the experience requirements below.
· Five years of progressively responsible experience leading complex projects, cross-functional implementations, or operational improvements, including supervising specialized personnel and managing priorities, dependencies, risks, and leadership reporting.
· Demonstrated experience translating operational requirements into workflows, implementation plans, and documentation, and coordinating readiness assessments, pilots, phased deployment, adoption monitoring, and operational handoffs.
· Experience coordinating stakeholders and workflows to streamline compliant processes through agreed requirements, commitments, approvals, and handoffs, while respecting divisional and functional authority.
· Must be eligible to obtain and maintain access to federal government facilities, systems, or information, including any required background investigation or security clearance.
PREFERRED REQUIREMENTS
· Experience supporting government contracting or other regulated or compliance-driven environments.
· Experience supporting large-scale government or regulated training programs, including curriculum development and modernization coordinated with operational stakeholders and training owners.
· Experience assessing implementation capacity and resource needs, coordinating commitments with responsible owners, and modernizing processes, tools, or systems.
· Experience identifying development needs and coordinating role-specific learning and professional development with appropriate functional or professional owners.
· Proficiency with Microsoft 365 and Power Platform tools, including SharePoint, Power BI, Power Automate, and/or Power Apps.
· Working knowledge of quality management systems, ISO 9001, Lean Six Sigma, or comparable process improvement frameworks.
· Experience developing SOPs, governance documentation, dashboards, and management reporting.
· CAPM, Lean Six Sigma, CMMI, quality, or related professional certification preferred but not required.
KNOWLEDGE/SKILLS/ABILITIES (KSA)
· Knowledge
o Program and project governance across requirements definition, implementation planning, readiness assessment, pilots, phased deployment, adoption, handoffs, and sustainment.
o Risk, issue, and change management, including dependencies, approvals, escalation paths, and implementation impacts.
o Operational assessment, process mapping, workflow standardization, document and records control, and alignment of approved requirements, SOPs, Work Instructions, Job Aids, training resources, and implementation evidence.
· Skills
o Assess operating conditions, map processes, analyze data and stakeholder feedback, identify root causes and constraints, and define implementation, adoption, and workflow measures.
o Use Microsoft 365 and collaboration tools to manage plans, workspaces, trackers, documentation, and reporting, and translate operational needs into requirements for approved digital workflows and system enhancements.
o Evaluate implementation options, resolve problems within delegated authority, and develop evidence-based recommendations addressing risks, resource constraints, tradeoffs, and required approvals or escalation.
o Translate approved priorities into assignments, accountable owners, schedules, and measurable deliverables for Program Operations Support personnel; facilitate stakeholder discussions and communicate status, decisions, risks, and handoffs.
· Abilities
o Maintain attention to detail and accuracy.
o Lead cross-functional implementation through coordination of priorities, dependencies, and decisions, escalating unresolved risks or authority questions to the appropriate owner.
o Assess readiness and capacity, adapt plans to field conditions and feedback, and recommend scaling, holding, revising, or discontinuing activities based on evidence, resources, and sustainment needs.
SUPERVISORY RESPONSIBILITIES
This position directly supervises the Nursing Protocols and Compliance Educator and the Program Governance & Support Specialist and may supervise other personnel formally assigned to Program Operations Support. Supervisory authority is limited to those direct reports and assigned personnel. The Senior Implementation Manager does not supervise, task, direct, evaluate, or approve work performed by Division leadership, Program Managers, Program operations site leadership, Quality Assurance, Training, or business-function personnel. Cross-functional work within the enterprise is conducted through coordination, requests, agreed commitments, and escalation to the responsible organizational owner or the Senior Director of Operational Excellence.
WORK ENVIRONMENT/CONDITION
Work is primarily remote, with required travel to office, clinic, or healthcare environments. Annual travel is less than 25%.
PHYSICAL DEMANDS
Travel may include long periods of walking or standing, multiple transportation modes, varying weather conditions, and short‑notice deployment.
ACKNOWLEDGEMENT
Loyal Source provides healthcare and technology solutions designed to improve outcomes and support mission-critical operations. Guided by innovation and purpose, we help organizations achieve success across complex challenges worldwide. Loyal Source is a military friendly employer and proud partner of the Military Spouse Employment Partnership program.
Loyal Source uses AI‑powered voice screening as part of our application process. After you apply, you will receive a brief qualification survey via text or email. Candidates who meet the position requirements will then be invited to complete a quick AI‑powered voice assessment. This easy, no‑scheduling‑required process helps us and the candidate move the hiring process forward faster.
We are committed to providing equal employment opportunities to all applicants. If you have a disability or medical condition and need a reasonable accommodation to participate in this step of the hiring process, you may request an alternative method or accommodation at any time by contacting Human Resources at HRmgt@loyalsource.com.
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This contractor and subcontractor abides by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a).
These regulations prohibit discrimination against qualified individuals on the basis of protected veteran status or disability, and require affirmative action by covered prime contractors.
