Program Manager, Delivery Governance & Operations in at Ellkay LLC

ELLKAY started out providing connectivity solutions to laboratories and within a few years, grew to also provide data management solutions to ambulatory organizations. ELLKAY is now a trusted data management partner in five healthcare segments. ELLKAY’s solutions continue to serve laboratories and ambulatory practices and have expanded to empower hospitals and health systems, healthcare IT vendors, ambulatory practices, health plans, and other healthcare organizations with cutting-edge technologies and solutions that drive their growth and interoperability strategies.

Today, ELLKAY remains true to our core values, building strong partner relationships and offering unparalleled service and support while providing innovative, scalable solutions to the challenges our customers face in today’s data-rich world.

ELLKAY's experience, customer-focused approach, and reputation for innovation, speed, and accuracy differentiate ELLKAY as a premier partner for your interoperability needs and data management strategy.

Job Description:

The Program Manager, Delivery Governance & Operations is responsible for overseeing the operational framework supporting healthcare SaaS implementations and healthcare data archive programs. This role focuses on improving how implementations are executed across the organization by driving consistency, operational discipline, reporting standards, governance processes, and continuous improvement initiatives.

This individual will work cross-functionally with implementation leadership, ePMO, interoperability, customer success, engineering, and executive leadership teams to improve delivery performance, customer experience, and operational scalability.

The ideal candidate brings strong healthcare technology experience, executive-level communication skills, a data-driven approach to decision making and operational improvement and demonstrated ability to influence technical and business leaders. Experience implementing Epic systems and supporting healthcare organizations utilizing Epic systems are strongly preferred.

Essential Duties & Responsibilities:

Governance

• Establish and maintain implementation governance standards across healthcare SaaS delivery teams
• Create scalable frameworks for risk management, escalation management, implementation reporting, resource planning, customer communication, and delivery reviews
• Lead essential governance activities including portfolio planning sessions, operational reviews, risk reviews with Delivery, Engineering and Product teams central to the client implementation experience.
• Participate in executive-level customer meetings, operational reviews, governance discussions, and escalations
• Support governance standards for implementations involving healthcare data archives, legacy application retirement, clinical data migrations, interoperability integrations, and patient data access workflows

Operational & Program Management

• Monitor implementation performance across the portfolio to identify trends, risks, bottlenecks, and improvement opportunities
• Assist in developing executive dashboards, governance reporting, scorecards, and operational review processes
• Identify operational risks and partner with leadership teams on mitigation planning
• Present implementation performance, operational metrics, delivery risks, and improvement initiatives in a clear and concise manner
• Maintain familiarity with interoperability standards including HL7, FHIR, and CCD/C-CDA workflows
• Support implementation governance processes aligned with HIPAA, PHI handling, and healthcare security requirements

Process Improvement

• Develop and improve operational processes, delivery methodologies, implementation standards, and reporting structures
• Partner with leadership teams to improve implementation consistency, predictability, and operational execution
• Work closely with ePMO leadership to identify and implement process improvements across implementation and delivery operations
• Utilize operational metrics, KPI reporting, customer feedback, and implementation data to drive continuous improvement initiatives
• Analyze implementation trends to identify recurring operational challenges and recommend scalable solutions
• Support initiatives focused on improving on-time delivery, operational efficiency, customer experience, implementation quality, and resource utilization

Stakeholder Management

• Build strong working relationships with healthcare client stakeholders including CIOs, ePMOs, operational leadership, and IT teams
• Collaborate with teams supporting EHR platforms including Epic systems, MEDITECH, and Oracle Health
• Serve as a trusted operational partner for both internal leadership and customer stakeholders

Qualifications:

• Bachelor’s degree in Business, Healthcare Administration, Information Systems, Computer Science, Operations, or related field
• 5+ years of experience within healthcare SaaS, healthcare IT, interoperability, ePMO, or delivery operations environments
• Experience supporting implementation governance, operational improvement, or ePMO initiatives
• Experience managing enterprise programs and cross-functional initiatives
• Experience working with operational KPIs, portfolio reporting, dashboards, and data analysis
• Experience with project and portfolio management tools such as Jira, Smartsheet, Microsoft Project, or similar platforms.
• Strong organizational, analytical, and problem-solving skills
• Ability to influence stakeholders across all organizational levels and functions.
• Strong executive presence and customer-facing communication skills
• Data-driven mindset with a focus on continuous improvement
• Ability to balance operational detail with broader organizational priorities
• Understanding of healthcare interoperability standards including HL7 and FHIR
• Familiarity with cloud-based SaaS delivery environments

Preferred Qualifications

• Experience overseeing/executing Epic implementations strongly preferred
• Experience working with healthcare organizations utilizing Epic systems strongly preferred
• Experience with healthcare data archive solutions or legacy application retirement initiatives
• PMP, PgMP, PMI-ACP, Lean Six Sigma, or Agile certification preferred.
• Experience supporting operational scaling initiatives within healthcare technology organizations
• Knowledge of financial management, budgeting, and portfolio planning practices.

Benefits:

ELLKAY offers a comprehensive and competitive benefit package that starts day one!

Including:

• Medical, Dental, and Vision benefits
• Employer-paid Life and LTD
• 401k w/ matching – once eligibility is met
• Work/life balance
• Paid Volunteer Program
• Flexible working hours
• Generous FTO
• Remote work options
• Employee Discounts
• Parental Leave
• Gym membership / Exercise class stipends

Our awesome culture includes:

• Working with talented, collaborative, and friendly people who love what they do
• Professional growth within
• Innovation environment
• On site in HQ Free daily lunches

Awards:

• 2025 Top Workplaces Employee Appreciation
• 2025 Top Workplaces Employee Well-Being
• 2025 Top Workplaces Professional Development
• 2025 Top Workplaces Leadership
• 2026 USA Today Top Workplaces
• 2026 NJ Top Workplaces

Additional information

At ELLKAY, we are committed to operating as a hybrid workplace, offering employees flexibility in how they structure their time between in-office and remote work. We recognize the significance of fostering connections, collaboration, and creativity within our office culture and its positive impact on our business. Our philosophy of operating as a hybrid workplace underscores our dedication to enabling employees to tailor work-life balance to their individual preferences. For those who do not live within 40 miles of one of our offices, we are open to considering remote work for candidates whose skills and experience strongly align with the role. While we prioritize a hybrid work environment for most roles, we understand the importance of flexibility and are open to remote work for specific positions and specialized skill sets.

For more information on our company, visit www.ELLKAY.com.

ELLKAY LLC is a Smoke-Free Workplace.

ELLKAY, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.