The mission of the Technical Program Manager is to make HCIM’s technical delivery (implementations, query development, and support) high-quality, predictable, and scalable. This leader builds the systems, processes, and capabilities that allow the technical team to deliver consistently, coaches the team into independent and accountable operators, and creatively removes points of friction through process and tooling. This is a key role supporting HCIM’s mission to be the #1 automation company for healthcare administration.
A successful candidate in this role will accomplish the following goals in their first year at HCIM:
Qualitative:
- Build a documented, repeatable project management operating system for all technical delivery work: implementations, extended projects, and ongoing support.
- Automate the operational backbone (intake, capacity tracking, status reporting, queue management) so coordination doesn’t depend on individual heroics or institutional memory.
- Establish quality standards (written requirements, code review, handoff criteria, documentation) that prevent rework and protect the customer experience.
- Coach and upskill the technical team members into independent and self-sufficient operators.
- Eliminate single points of failure on the technical team through cross-training, documentation, and structural redundancy.
- Build a healthy team culture where ownership, accountability, and continuous improvement are normalized.
Quantitative:
- Achieve 100% on-time delivery on implementations and major projects.
- Maintain NPS 40.
- Reduce time-to-value on implementations by 25%.
- Achieve cross-training coverage where 2 team members can handle any priority one issue across any account.
In addition to achieving the outcomes above, the Technical Program Manager’s responsibilities include, but are not limited to:
- Own end-to-end project management of all technical delivery work: implementations, ad-hoc projects, “hyper-care”, etc.
- Lead, manage, and develop the technical staff through performance management, coaching, hiring, capability development, and day-to-day direction.
- Build and operate the systems that automate project management and transparency: tracking systems, capacity planning, dashboards, etc. Maintain the team’s operational rituals (stand-ups, weekly meetings, retros) to reduce manual coordination overhead.
- Establish and enforce delivery quality standards: written requirements, code review, testing protocols, documentation, and handoff criteria.
- Partner cross-functionally with Sales for clean handoffs, shared visibility into the book, and joint accountability for client outcomes.
- Own production stability and operational excellence: incident response, root cause analysis, prevention of recurring issues, and knowledge management.