Program Director; EAP), Senior Remote U.S

Company Overview

Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact.

Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the mission of the company; to actively engage in problem-solving; and to take ownership of your work every day. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes - making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector.

Acentra Health is looking for a Program Director (EAP) Senior - Full-time (Remote U.S.) to join our growing team.

Job Summary:

• As a Senior Program Director, you will be in a key leadership role for managing a sophisticated and complex Employee Assistance Program (EAP) accounts. You will oversee a team, budget and processes and engage customer and matrix Acentra staff directly to ensure best of class projects and services are delivered on schedule and within budget. The Senior Program Director works with customers, functional and matrix managers, and staff to ensure that Acentra Health services and projects are delivered on schedule and within budget, consistent with defined Acentra Health guidelines and processes and with client expectations.
  
  In this role, you will also use AI and digital tools to expand EAP access and efficiency.

• Direct, manage, plan, and develop methods and procedures for implementing and managing sophisticated and complex EAP accounts delivering core Acentra Health Services including but not limited to clinical services and EAP and related services for employer and public-sector clients.
• Oversee and exercise independent judgment to solve complex clinical, technical, administrative, and managerial problems across EAP operations (Account Management, Call Center Operations, Technology enablement, and Onsite/Clinical Services).
• Ensure compliance with contractual requirements within the operation by monitoring critical indicators, deliverables and budgets. For EAP, ensure adherence to SLAs (e.g., speed to answer, first-call resolution, clinical timeliness), confidentiality standards, and client satisfaction goals.
• Drive strategic initiatives and contribute to organization growth and innovation by expanding EAP reach, enhancing digital engagement, and advancing employer-focused behavioral health solutions.
• Maintain strong, successful relationships with clients and various stakeholders as the executive EAP sponsor, lead client reviews, renewals, and expansion plans in partnership with Account Management.
• Drive program activities and exercise control over personnel responsible for specific functions or phases of a program. Lead four direct reports across EAP Account Management, Call Center Operations, Technology, and Onsite/Clinical Services.
• Provide program management for complex teams across multiple skill areas and align cross-functional EAP work streams through a consistent operating cadence and SOPs.
• Provide program management on multiple EAP accounts or project portfolio with annual value of more than $30M.
• Manage program risk, including pre-launch preparations and day-to-day operational aspects of multiple projects and/or services ensuring contract requirements, deliverables and timelines are adhered to. Execute project activities accurately and on time. For EAP, lead structured implementations (readiness gates, staffing plans, communications) and use AI-enabled analytics for capacity forecasting and early risk detection.
• Determine estimated time and financial commitment of project and monitor progress for multiple projects concurrently. Collaborate with Finance and Technology to forecast EAP demand, resources, and productivity targets.
• Support and participate in strategic planning to enhance growth, profitability, productivity, and efficiency throughout the company's operations. Collaborate with leadership in the development of new and enhanced policies and procedures. Translate EAP strategy into roadmaps for digital self-service, conversational support, and data-driven clinical pathways.
• Participate in cross-regional activities to enhance operating efficiencies and serve as a Subject Matter Expert in EAP operations and employer behavioral health.
• Partner with customers and analyze issues and problems using EAP utilization trends, outcome data, and client feedback to drive continuous improvement.
• Collaborate with senior leadership to align program with business strategy.
• Develop detailed status reports for both project management team and customer highlighting EAP KPIs (utilization, service levels, satisfaction/NPS, and outcomes).
• Lead transformation and critical Acentra Health initiatives that improve overall contract performance including AI-enabled…