RI Hypercare Program Manager

Job Title

Job Description

HyperCare Program Manager – Radiology Software (Remote)

Lead the management and optimization of service support for our Radiology Software. This role oversees the critical post-implementation phase, ensuring smooth operations, rapid resolution of issues, and optimal system performance. The HyperCare Program Manager will coordinate across teams to maintain the highest level of service, system uptime, and user satisfaction.

Your role:

• Manage and lead the HyperCare phase for new implementations and key customers, ensuring a successful transition from deployment to steady-state operations with minimal disruptions.

• Lead incident and issue resolution post-implementation, swiftly addressing, documenting, and communicating critical incidents.

• Collaborate with internal teams (e.g., technical support, IT, vendors, clinical operations) to ensure timely issue resolution and continuous service improvement.

• Monitor software performance post-deployment, proactively identifying risks and working with technical teams to optimize performance and stability.

• Serve as the main point of contact for stakeholders, including radiology staff, IT teams, and vendors, ensuring clear and effective communication throughout the HyperCare phase.

You're the right fit if:

• You have a Bachelor’s degree in Information Technology, Healthcare Management, or a related field; relevant certifications (e.g., ITIL, PMP) are a plus.

• You have 5+ years of experience in service management, project management, or program management within healthcare or radiology software environments, with a focus on post-implementation support.

• Your skills include expertise in ITIL best practices, incident management, and project management tools (e.g., MS Project, JIRA, ServiceNow); knowledge of radiology software platforms (e.g., PACS, RIS) and healthcare IT workflows is essential.

• You are an excellent communicator with strong leadership skills, capable of managing escalations, training users, and driving continuous improvements in a dynamic healthcare environment.

• You excel in stakeholder management, ensuring alignment between cross-functional teams, vendors, and end-users to drive operational success.

• You have a strong attention to detail and a data-driven approach to service optimization, ensuring that trends and patterns are analyzed for proactive problem-solving.

• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is an field …