Solution Support Manager

Risant Health, a nonprofit affiliate of Kaiser Foundation Hospitals, is transforming healthcare by accelerating the adoption of value-based care across community health systems. Headquartered in the Washington, DC area, Risant Health partners with nonprofit, community-based systems—starting with Geisinger—to expand access to care that prioritizes health outcomes and affordability.

Backed by nearly 80 years of Kaiser Permanente’s value-based care expertise, Risant Health operates independently to support its portfolio of health systems with shared resources, strategic guidance, and operational support—while preserving their community roots.

The Value-Based Platform (VBP) Product team plays a key role in shaping and delivering solutions that advance aspects of value-based care within Risant Health Organizations (RHOs). The portfolio of solutions drives outcomes – total cost of care reduction, clinical quality improvement, better experiences, health equity and simplicity – to achieve business and financial objectives.

The Solution Support Manager is responsible for supporting the operationalization of engagement strategies, managing cross-functional programs, and ensuring consistent performance and value monitoring of initiatives. This role owns relationship readiness, governance coordination, engagement tracking, and special initiatives that enable scalable, outcomes-driven customer success. The Solution Support Manager plays a critical role in relationship enablement by supporting robust value-based platform initiatives and guiding post-deployment governance and monitoring.

Job Responsibilities

Relationship Enablement & Engagement Management Tracking: Serve as the primary coordinator for collecting insights and inputs needed to report on solution status and performance to Risant Health organizations. Lead administrative and logistical requests, including executive status updates, governance and accountability tracking, and creation of risk identification and action plans.

Cross-Functional Collaboration: Act as a liaison between RHO, product, analytics and tech teams to ensure alignment and smooth post-deployment support. Maintain strong relationships with Risant Health organization project teams by ensuring proactive solution support and maximizing solution value realization.

Front-End User Insights: Coordinate with User Insight and Design team to conduct detailed understanding of Risant Health organization pre-deployment environment and synthesize findings to inform deployment and adoption approach.

Solution Maintenance & Support: Monitor day-to-day performance of deployed solutions, proactively identifying and resolving incidents and user-reported issues in partnership with cross-disciplinary teams. Maintain and update solution documentation, playbooks, and standard operating procedures tailored to each solution’s unique needs based on lessons learned.

Training & Enablement: Partner with implementation teams to deliver and adapt training sessions for internal teams and end-users to ensure effective adoption and usage of deployed solutions. Develop and continuously improve onboarding materials and user guides based on feedback and evolving solution features.

Feedback & Continuous Improvement: Collect and synthesize user feedback to inform product enhancements, to drive user adoption, and to operationalize solution improvements. Collaborate with product and user insight teams to address usability challenges and to improve overall solution experience.

Change Management: Lead change management efforts for new deployments or updates, including crafting communication strategies and training plans. Ensure stakeholders are informed and prepared for transitions, minimizing disruption and maximizing adoption.

Required Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, Information Systems, or related field.

• Five (5) years of experience in operations, solution deployment, or program management in a cross-functional environment.

• Demonstrated experience managing customer engagements and relationships.

• Demonstrated track record of resolving operational issues.

Preferred Qualifications:

• Master’s degree in in Business Administration, Operations Management, Information Systems, or related field.

• Familiarity with enterprise software deployment and support models.

• Proficiency with tools such as Jira, Confluence, or similar platforms for documentation and incident tracking.

• Experience leading change management initiatives, including training and communications.

• Relevant certifications (e.g., PMP, Lean Six Sigma, Prosci Change Management).

• Experience in healthcare, health tech, or value-based care environments.

Benefits: The projected base salary for this position ranges from $101,000 to $131,000 depending on experience and qualifications. This role is also eligible for comprehensive benefits package, including wellness programs, retirement savings, and relocation support as applicable.

Join Us! If you are passionate about improving healthcare through innovative solutions and want to make a meaningful impact, we encourage you to apply. Risant Health is an equal opportunity employer committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences. All your information will be kept confidential according to EEO guidelines.