About Onward
At Onward, we're nurturing wellbeing - one ride, one visit, one moment of connection at a time. Our door-through-door Companion rideshare services and transportation management platform help individuals with mobility and cognitive challenges access healthcare, community resources, and daily essentials. We work with healthcare systems, PACE programs, public transportation agencies, and health plans to improve care access, reduce missed appointments, and relieve the burden of caregiving.
If you thrive in fast-moving environments, love wearing multiple hats, want to help shape a category-defining business and lead a high-performing team, we want to talk.
Reports To: Chief Revenue Officer
Location: Remote
Salary Range: $90,000-$105,000 +Bonus + Stock
Travel: 20%
About the role
The Program Manager, Launch Operations owns and is responsible for leading the successful implementation, launch, and stabilization of Onward’s programs across transit, healthcare and mobility partners. This role ensures that new customers and programs are deployed efficiently, meet operational requirements, and achieve early performance targets.
This is a highly execution-focused role, centered on program delivery, cross-functional coordination, and operational readiness.
Following launch, this role will provide post-implementation support and optimization, partnering closely with Account Executives and Business Development Managers, who own overall customer success, relationship management, and growth.
The ideal candidate will bring an expert program management mindset, thrives in fast-paced environments, and has experience launching complex, multi-stakeholder operational programs.
Note: This position is remote with up to 20% travel.
What you'll do
Program Implementation & Launch
- Lead end-to-end implementation of new customer programs, from contract close through go-live.
- Develop and manage detailed project plans, timelines, and deliverables across internal and external stakeholders. Document customer specific variations and operations dependencies.
- Coordinate 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 partnership.
- Serve as the primary point of contact during implementation, ensuring clear communication and accountability.
- Identify and mitigate risks, proactively resolving issues that could impact launch timelines or success
- Ensure all operational, technical, and compliance requirements (e.g., ADA, FTA where applicable) are met prior to go-live.
Operational Readiness & Deployment
- Translate customer requirements into clear operational workflows and platform configurations using Onward’s templated Standard Operating procedures
- Support system setup, integrations, and service design to align with customer needs
- Develop and execute onboarding and training for customer teams and partners
- Ensure a smooth transition from implementation to live operations with minimal disruption
- Establish initial performance baselines and success criteria for each deployment
Post-Launch Stabilization & Support
- Own post-launch stabilizations process through defined success milestones, including monitoring initial program performance, identifying operational gaps, and implementing improvements
- Lead cross-functional stabilization reviews and issue resolution, including tracking launch health, operational burden, customer feedback, and adoption metrics
- Troubleshoot issues and coordinate internal teams to resolve challenges quickly, including coordinating corrective actions across Revenue, Product, and Operations teams
- Once 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 procedures.
- Continuously improve the company's go-to-market operating model for new program launches
- Identify recurring launch pain points and drive structural improvements across teams
Cross-Functional Collaboration
- Partner 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 model
- Collaborate with Product and Engineering to surface implementation insights and inform product improvements
- Work with Operations teams to ensure supply, service quality, and execution standards are met
- Contribute to the development of scalable processes, tools, and playbooks for program launches
Qualifications
- 4+ years of experience in program management, implementation, operations, or project management roles
- Proven track record of launching complex, multi-stakeholder programs or services
- Experience in healthcare, public transportation, NEMT, or mobility services strongly preferred
- Strong ability to manage multiple projects simultaneously in a fast-paced environment
- Highly organized with exceptional attention to detail and execution
- Data-driven mindset with the ability to track performance and drive operational improvements
- Excellent communication skills, with the ability to work across executive stakeholders and frontline operators
- Experience working with cross-functional teams including Product, Engineering, and Operations
Nice-to-Have
- Experience with ADA, FTA or CMS compliant services or regulated transportation programs
- Lean process improvement certification and/or Project Management Professional (PMP) certification
- Background in marketplace operations or logistics-heavy environments
- Experience building or refining implementation playbooks and launch frameworks
Why Join Onward?
- Impact-Driven Work: Help revolutionize transportation for those who need it most.
- High-Growth Environment: Be part of a fast-paced, rapidly scaling company.
- Leadership Opportunity: Shape and lead a critical function in the organization.
- Customer-Centric Culture: Work closely with mission-driven partners making real-world impact.
If you're excited about driving customer success, making a difference in healthcare and transportation, and being part of a dynamic, mission-oriented team, we'd love to hear from you!
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