Job Details

Description

Position Summary:

The Senior Director of Program Engineering will lead continuous improvement and process optimization of engineering practices for the implementation and support of healthcare communication programs that include SMS, IVR, eMail, and Mobile Web campaigns. Reporting to the Vice President of Engagement Services, this role will collaborate with leadership across Account Management, Implementation, Project Management, Customer Support, and Platform Engineering to deliver high-quality, scalable, and client-centric solutions.

This position will oversee the daily operations of Program Engineers, ensuring project deadlines are met, quality standards are upheld, and processes align with cross-functional organizational goals. Responsibilities include:

1. Supporting the implementation and management of a ticketing system for visibility and accountability
2. Optimizing staffing strategies
3. Managing vendor relationships
4. Driving technical vision to align with business objectives
5. Defining and documenting best practices for program implementation, especially IVR campaigns across all platforms, cross-functionally.

Duties/Responsibilities:

Establish and Drive Engineering Vision

• Develop and communicate a technical roadmap aligned with company goals.
• Build scalable strategies for SMS and IVR program development and infrastructure growth.
• Cultivate a culture of transparency, quality, and continuous improvement within the program engineering team (as well as cross-functionally.)

Build and Lead a High-Performing Engineering Team

• Recruit, mentor, and retain skilled engineers committed to company values and objectives.
• Define clear roles, responsibilities, and career development opportunities for team members.
• Foster an inclusive, collaborative, and accountable work environment.

Deliver Product Quality and Timely Implementation

• Ensure robust quality control processes are documented and embedded in all deliverables.
• Establish best practices for the development, testing, and deployment of all campaign types.
• Balance rapid iteration needs with controlling technical debt.
• Drive engineering priorities to meet project milestones and organizational goals.

Optimize Operations and Processes

• Contribute to the implementation of a ticketing system to improve visibility, accountability, and ownership of work.
• Standardize documentation, metrics, and tools for efficient project tracking.
• Scale systems and processes to meet evolving business demands.
• Introduce and refine agile methodologies to enhance delivery efficiency.
• Document and implement best practices for all program types

Drive Collaboration and Strategic Alignment

• Collaborate with leadership from Account Management, Project Management, and Customer Support to align engineering activities with customer and business needs.
• Partner with Platform Engineering leadership to ensure system usability, stability, and responsiveness.
• Represent technical perspectives in strategic decisions, emphasizing scalability and innovation.

Strategic Workforce and Vendor Management

• Develop staffing strategies and organizational designs to meet client and internal needs.
• Manage vendor relationships with consultant engineers to ensure project success.
• Create an organizational model that supports long-term business objectives.

Skills/Abilities/Experience:

• Leadership: Demonstrated ability to inspire and lead high-performing teams.
• Technical Expertise: Strong understanding of engineering principles, systems design, and quality assurance.
• Healthcare Communication methods: SMS, IVR, eMail, and Mobile Web
• Process Orientation: Skilled at introducing and refining processes to drive efficiency and quality.
• Collaboration: Proficient in cross-functional teamwork and stakeholder alignment.
• Strategic Focus: Ability to align technical priorities with business goals.

Minimum Qualifications:

• Bachelor’s or Master’s degree in Engineering, Computer Science, or a related field.
• 10+ years of experience in engineering leadership roles, with a strong focus on process improvement and project delivery.
• Proven success in managing engineering teams and delivering high-quality, scalable solutions.
• Experience with ticketing systems and agile methodologies.
• Strong interpersonal skills and ability to collaborate across departments.
• Strategic thinker with excellent problem-solving and decision-making abilities.
• Experience in healthcare communications (especially IVR) or related industries is preferred.

Physical Requirements:

• Ability to stand and sit throughout the entire work period.
• Ability to lift 10 lbs. weight.

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