Role Description Mass General Brigham Health Plan is an exciting place to be within the healthcare industry. As a member of Mass General Brigham, we are at the forefront of transformation with one of the world’s leading integrated healthcare systems. Together, we are providing our members with innovative solutions centered on their health needs to expand access to seamless and affordable care and coverage. Responsible for supporting the appeals and claims resolution process, ensuring timely submission and follow-up on appeals. Assists with gathering documentation, tracking case statuses, and coordinating communications between departments to ensure the accurate handling of claims. This role supports the day-to-day administration and operations of the MassHealth line of business. Working under the guidance of leadership, this role coordinates regulatory reporting, operational processes, stakeholder communications, and governance activities to support compliance with contractual requirements and organizational objectives. The position maintains documentation, tracks deliverables and action items, facilitates communication among stakeholders, and assists with the execution of MassHealth-related initiatives. The role follows established policies, procedures, and priorities while escalating complex issues and recommendations to leadership. Essential Functions - Coordinate assigned MassHealth operational activities and initiatives by maintaining timelines, tracking deliverables, documenting progress, and following up with stakeholders to support the timely completion of work. - Prepare, compile, and submit routine MassHealth regulatory reports and contractual deliverables, including quarterly, semi-annual, annual, and ad hoc submissions, in accordance with established requirements and timelines. - Receive, track, and distribute MassHealth communications to appropriate stakeholders; monitor responses and follow-up activities; and escalate issues requiring management review or decision-making. - Coordinate governance, committee, and meeting activities by scheduling meetings, preparing materials, documenting meeting outcomes, maintaining action-item logs, and supporting follow-up activities. - Support MassHealth operational processes, including benefit and reimbursement updates, bulletin and transmittal tracking, redetermination activities, member assignment processes, provider enrollment coordination, PIDSL maintenance, practice closure activities, discharge tracking, and related system updates. - Maintain reporting calendars, submission schedules, templates, process documentation, and departmental records to support compliance with MassHealth contractual requirements. - Assist internal stakeholders in collecting information, monitoring operational activities, and coordinating follow-up actions related to quality, health equity, care management, member experience, provider operations, finance, community partner performance, and MGB ACO initiatives. - Maintain shared resources, systems access, and departmental tools, including OnBase, POSC, Virtual Gateway, SharePoint, Teams sites, reporting libraries, and reference materials. - Produce routine reports, maintain operational data and documentation, and support leadership in monitoring departmental performance and compliance activities. - Identify operational issues, process gaps, or delays and communicate findings to leadership for review and guidance. - Performs other duties as assigned. - Complies with all policies and standards. Qualifications - Bachelor's Degree required; experience can be considered in lieu of a degree. - At least 3-5 years of experience in project or program management required. - At least 1-2 years of experience with Medicaid, MassHealth, or government programs preferred. - At least 1-2 years of experience managing reporting processes and compliance workflows preferred. - Excellent interpersonal and communication skills, with the ability to engage and collaborate with staff at all levels. - Excellent project/program management skills, including planning, scheduling, budgeting, and risk management, with the ability to effectively coordinate and delegate tasks, manage timelines, and drive results. - Strong analytical and problem-solving abilities, with attention to detail and accuracy. - Effective communication and interpersonal skills, with the ability to manage relationships with diverse stakeholders. - Proficiency in Microsoft Office Suite (including SharePoint, Excel, PowerPoint, Teams, Copilot) and data management software. - Ability to work collaboratively in a team environment. Requirements - This is a remote role that can be done from most US states with a strong preference for local candidates who could attend occasional in-person meetings. - This is a Monday-Friday role with standard business hours (in Eastern time). - Scheduled Weekly Hours: 40. - Employee Type: Regular. - Work Shift: Day (United States of America). - Pay Range: $63,648.00 - $92,570.40/Annual. Benefits - Competitive salaries and a benefits package with flexible work options. - Career growth opportunities. - Recognition programs designed to celebrate your contributions and support your professional growth.

• Collaborate with business and functional partners and technology leadership in defining functionality and specifying requirements • Outline multi-generational project strategy aligned to deliver on the expected outcomes • Define execution methodologies and project management practices • Organize project teams comprising from internal and external technical and functional experts • Manage day-to-day execution of multiple interdependent projects • Coordinate execution across multiple projects and drive shared approach and outcomes tracking • Support execution team with resolution of roadblocks and interdependencies • Partner with technical and functional teams external to the project • Manage project risks, scope changes and other non-standard events • Manage stakeholder communication and progress reporting • Ensure quality of deliverables is verified and matching stakeholder expectations • Track project outcomes realization and customer satisfaction levels • Ensure lessons learned are collected • Perform initial and final financial reviews and ensure ongoing budget tracking

• Apply AI/agentic tooling to DevOps and infrastructure work; automated remediation, anomaly detection, capacity and cost optimization, and agent-assisted incident response and runbook execution • Apply AI to InfoSec; AI-assisted log/alert triage, compliance evidence collection, vulnerability prioritization, and phishing/threat detection — while maintaining human sign-off on anything security-critical • Drive org-wide AI enablement for technical operations: evaluate and roll out agentic tooling to support the broader organization • Set guardrails for safe AI adoption in a regulated environment — data handling, auditability, and model/tool vetting — so speed doesn't come at the cost of compliance • Own the reliability, scalability, and cost-efficiency of our AWS-native infrastructure (Lambda, Step Functions, Kinesis, Connect, Bedrock, and related services) • Drive CI/CD maturity, infrastructure-as-code practices (SAM/CloudFormation/Terraform), and environment consistency across dev/staging/prod • Own observability: logging, monitoring, alerting, and incident response processes; drive down MTTR • Manage on-call rotations and runbooks; be a calm, decisive presence during incidents • Own the security posture of a HIPAA- and CMS-regulated platform: policies, controls, risk assessments, and audit readiness • Lead SOC 2 / HIPAA compliance programs, vendor security reviews, and incident response • Partner with engineering on secure-by-default practices (secrets management, least-privilege IAM, PHI handling, encryption at rest/in transit) • Own security awareness training and access governance across the company • Manage corporate IT: employee onboarding/offboarding, endpoint management, SSO/identity (Okta or similar), device security, and helpdesk support • Own vendor and SaaS management, including procurement, licensing, and access reviews • Build scalable, self-serve IT processes appropriate for our headcount • Build and lead a small, high-leverage team as the function grows — hire well, and know when not to hire, favoring automation and good tooling over headcount • Partner closely with the VP of Engineering, Data Engineering, and Product on shared infrastructure needs • Represent technical operations to the board, auditors, and enterprise customers/partners when needed • Set and report on operational KPIs; uptime, deployment frequency, MTTR, security findings closure rate

Role Description The Opportunity: We’re looking for a sharp, execution-obsessed Senior Manager to join the Strategic Execution Office within Global Marketing Strategic Operations. This is not a traditional PMO role—it’s a high-impact seat at the intersection of marketing transformation, strategic execution, and AI-native ways of working. You’ll translate enterprise priorities into structured program plans, clear execution roadmaps, and measurable business outcomes. You’ll operate across cross-functional boundaries, bring operational rigor to complex initiatives, and drive accountability from kickoff to close-out—using AI as a strategic partner, not just a productivity shortcut. The ideal candidate has a track record in strategic program leadership and marketing transformation, thrives in ambiguity, embraces AI-enabled workflows as foundational to how work gets done, and knows how to move fast without sacrificing quality. What You’ll Do: - Program Leadership & Execution: - Own end-to-end planning and execution for Marketing-focused strategic transformation programs. - Translate business priorities into structured program charters, workstreams, milestones, and measurable outcomes. - Manage multiple concurrent initiatives, ensuring delivery on time, within scope, and within budget. - Drive accountability and urgency across cross-functional teams. Challenge unproductive patterns and protect execution standards. - Transformation Planning & Delivery: - Build comprehensive transformation plans in partnership with Marketing, Product, Sales, Finance, IT, and other enterprise functions. - Align transformation strategy to broader enterprise objectives, operating priorities, and measurable business outcomes. - Track and manage risks, dependencies, decision logs, and critical path activities with precision. - Ensure clear communication, documentation, and stakeholder alignment throughout the program lifecycle. - Cross-Functional Collaboration: - Partner with leaders across Marketing and enterprise functions to align on strategy and drive execution. - Facilitate working sessions, governance forums, and executive reviews that move work forward—not just update stakeholders. - Serve as the connective tissue between strategic direction and day-to-day operational execution. - Strategic Planning & Prioritization: - Support portfolio-level planning and prioritization within the Strategic Execution Office. - Identify and allocate resources to the highest-impact initiatives aligned to organizational strategy. - Translate strategic imperatives into actionable roadmaps with clear ownership and accountability. - Process Excellence & Documentation: - Identify and implement improvements to workflows, tools, and integration processes. - Maintain structured documentation including charters, requirements, decision logs, roadmaps, and program reviews. - Define and document business requirements to support operational and system changes. - Establish KPIs, milestones, and dashboards to monitor program health and outcomes. - Deliver structured status updates and executive-ready reporting to senior stakeholders. - Design feedback mechanisms into programs to drive continuous improvement. - AI-Native Execution & Accountability: - Leverage AI tools (Microsoft 365 Copilot, Claude, Zoom AI Companion, and emerging platforms) as foundational to how you plan, execute, and communicate—not as optional add-ons. - Identify manual processes ripe for AI automation, design end-to-end AI-enabled workflows, and measure time savings and adoption across the team. - Use AI to generate executive-ready program narratives, QBR content, and stakeholder communications—always verifying outputs for accuracy before distribution. - Coach cross-functional partners and junior PMs on AI-native methodologies, prompt engineering, and workflow automation best practices. Qualifications - Bachelor’s degree required. - 8+ years of relevant experience in Program/Project Management, Strategic Operations, Transformation, or Marketing Operations. - 5+ years managing large, cross-functional initiatives in complex enterprise environments. - Demonstrated success driving marketing programs or strategic transformations to measurable business outcomes. - Strong command of project management fundamentals: planning, risk management, stakeholder alignment, and execution tracking. - Proficiency with AI-enabled workflows and tools (Microsoft 365 Copilot, Claude, ChatGPT Enterprise, Zoom AI Companion, or similar). - Experience building or maintaining golden prompt libraries, AI-enabled reporting workflows, or automation pipelines for program management. - Excellent communication and facilitation skills with a bias toward clarity and action. - PMP and/or Agile certification preferred but not required. Requirements - For positions in this location, we offer a base pay of $139,900 - $244,800, plus equity (when applicable), variable/incentive compensation and benefits. - Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. - Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. - We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Benefits - Compensation is based on the geographic location in which the role is located and is subject to change based on work location. Company Description It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people.