Hospital Experience Program Manager
Join the team that supports the teams. At Mission Pet Health's Home Office in Birmingham, AL, our purpose is to provide world-class support to our network of 850+ animal hospitals nationwide. We manage the business side of veterinary medicinefrom Finance and HR to IT and Marketingso our 20,000+ hospital teammates can focus on what they do best : providing exceptional care to pets and their families.
We are a veterinarian-led, people-focused, and pet-obsessed organization, founded on the belief that local practices thrive with autonomy and excellent support. Our award-winning culture is powered by our WAG values : Work Together, Amaze, and Grow. This philosophy has helped us be recognized by Newsweek as the #1 Most Loved Workplace in Healthcare and #11 in America for 2024.
Whats in it for you at our Home Office? When you join our team, youre not just starting a job; youre building a career with a tangible, lasting impact. You can expect :
- Unparalleled opportunities for personal and professional development.
- Industry-leading benefits in a culture where your well-being comes first.
- The chance to apply your expertise to support the future of veterinary care on a national scale.
Were on a mission to be the greatest veterinary company in the world, and that mission is anchored by the incredible talent in our Home Office. If you're ready to make a difference for thousands of veterinary professionals and countless pets, wed love for you to be a part of it!
The Hospital Experience Program Manager plays a key role in coordinating and supporting technology initiatives that enhance the experience of Mission Pet Healths hospitals. This individual works across Product and Technology and business teams to plan, track, and deliver projects that improve technology reliability, user satisfaction, and operational efficiency at the clinic level.
The Program Manager is responsible for orchestrating multiple projects simultaneously, ensuring clear communication, standard methodology, alignment, and execution. They serve as a connective point between Product and Technology, Operations, Finance and other stakeholdershelping translate business needs into actionable plans, managing budgets, reporting KPIs, and producing executive department level deliverables.
Key Responsibilities
Project & Program Management
Support project planning and execution for initiatives that impact hospital technology, workflows, or user experience.Coordinate timelines, resources, and deliverables across Product and Technology and business stakeholders.Assist project leads in maintaining schedules, risk logs, and milestone tracking.Ensure project documentation and communication are accurate, timely, and professional.Contribute to the prioritization and alignment of Product and Technology projects that improve hospital operations.Cross-Functional Collaboration
Partner with Operations, Finance, and other departments to ensure smooth coordination on technology-related business projects.Facilitate meetings, updates, and cross-functional touchpoints between Product and Technology and business sponsors.Act as a liaison to ensure hospital and business needs are accurately captured and addressed in Product and Technology planning.Help drive accountability and clarity between technical and operational teams.Financial Management & Budgeting
Support Product and Technology leadership with budgeting, forecasting, and cost tracking for technology initiatives.Assist in building and maintaining financial models that reflect Product and Technology project spend and capital planning.Monitor invoices, vendor costs, and budget-to-actual performance to ensure fiscal discipline.Prepare summaries and visuals to communicate financial performance and ROI.KPI Tracking & Reporting
Develop and maintain dashboards and reporting for Product and Technology and hospital experience KPIs.Track metrics such as project completion rates, system uptime, user satisfaction, and cost efficiency.Analyze data to identify trends and opportunities for process improvement.Deliver clear, actionable reporting to leadership and stakeholders.Executive Communication & Presentation Development
Build PowerPoint decks and presentation materials for leadership meetings, project reviews, and cross-department updates.Translate technical or operational information into clear, visually engaging, and data-driven narratives.Support Product and Technology leadership in preparing communications that reinforce transparency and progress across initiatives.Qualifications
Required :
5+ years of experience in program, project, or operations management (preferably in Product and Technology, healthcare, or multi-site organizations).Strong organizational and coordination skills with the ability to manage multiple priorities simultaneously.Excellent communication and presentation abilities, including experience creating department-level materials.Solid financial acumen, including experience with budgeting, forecasting, and cost tracking.Proficiency with Microsoft PowerPoint, Excel, and project management tools (e.g., Smartsheet, Monday.com).Preferred :
Experience in healthcare, veterinary, or other clinical settings.Familiarity with ITIL, project management methodologies, or PMO processes.Basic understanding of IT systems, infrastructure, and service delivery principles.Key Metrics
On-time and on-budget project delivery rateAccuracy and clarity of KPI reportingStakeholder satisfaction and cross-functional alignmentEfficiency of project planning and communication processesBenefits
Work with an organization recognized as #2 in Healthcare by Newsweeks Most Loved Workplaces in 2025.
Online discount platformCollaborative team of people who live out our WAG values (work together, amaze, grow)Competitive salaryHealth, dental + vision insuranceMaternity+Paternity Benefits401K with a company matchLife insurance, short-term disability, and telemedicineUpward mobility and growth opportunitiesGenerous paid time off and company-wide holidaysDiscounted veterinary care for your four-legged family membersAn opportunity to make a valuable impact on over 800 veterinary hospitals nationwide