Manager, Technical Assistance Center

MAKE A DIFFERENCE AT OCHIN

At OCHIN, we believe that every community deserves access to high-quality, equitable healthcare. As the Manager, Technical Assistance Center, you'll help translate that mission into consistent, high-quality support for healthcare organizations by leading the people, workflows, and day-to-day operations that bring technical assistance programs to life.

In this people leadership role, you'll manage Program Managers and Program Specialists responsible for coordinating and delivering complex technical assistance programs. You'll create clarity across priorities, strengthen execution, and ensure the team delivers responsive, well-coordinated services that meet contractual commitments and partner expectations.

We're looking for a collaborative, accountable leader who combines strong program management capabilities with exceptional emotional intelligence. The ideal candidate builds trust, coaches others effectively, and brings structure to evolving work. They are comfortable navigating ambiguity, resolving operational challenges, and balancing team needs with program goals, timelines, and quality standards.

This is an opportunity to make a meaningful impact at OCHIN by developing a high-performing team and strengthening how technical assistance is coordinated, delivered, and improved across a growing network of partners.

Position Overview

The Manager, Technical Assistance Center serves as the operational leader responsible for the successful execution, standardization, and continuous improvement of technical assistance services. Reporting to the Director, Technical Assistance Center, this role leads Program Managers and Program Specialists while establishing repeatable operating processes, governance structures, performance expectations, and workforce capabilities that enable consistent, scalable service delivery. The Manager partners with the Director to mature and sustain a centralized technical assistance model that delivers measurable outcomes, operational excellence, and a high-quality partner experience.

Essential Duties

People Leadership & Workforce Development: Build and lead a high-performing team of Program Managers and Program Specialists through coaching, mentoring, performance management, workforce planning, and professional development. Set clear expectations, provide timely feedback, support talent identification and onboarding, and foster an inclusive culture of accountability, collaboration, continuous learning, and service excellence. Develop team capabilities, succession planning strategies, standardized onboarding approaches, and workforce development practices that support long-term organizational sustainability and service excellence.

• Program Operations & Execution: Manage day-to-day execution of assigned technical assistance programs, translating strategy and contractual commitments into integrated workplans, assignments, timelines, and deliverables.
• Service Delivery Performance & Operational Excellence: Oversee workflows across intake, triage, service matching, delivery, follow-up, and case closure. Monitor productivity, quality, timeliness, and customer experience measures; establish consistent operating procedures and quality controls; and implement corrective actions when performance trends indicate risk.
• Team Capacity & Resource Management: Monitor workload, staffing capacity, and competing priorities; assign and rebalance work as needed; and identify resource, subject matter expertise, or escalation needs for the Director.
• Program Governance, Quality & Compliance: Maintain program controls, documentation, and quality standards. Ensure team activities and deliverables align with approved scope, partner expectations, contractual requirements, and applicable organizational policies. Establish and monitor governance processes, operating standards, decision-making frameworks, and quality assurance practices that ensure consistent execution, accountability, and program integrity across all technical assistance services.
• Performance Monitoring & Reporting: Track milestones, service activity, outcomes, and key performance indicators. Validate the completeness and accuracy of program data and synthesize findings for internal, partner, and funder reporting.
• Program Strategy Execution & Operational Maturity: Translate strategic direction provided by Technical Assistance Center leadership into sustainable operational practices, scalable service models, standardized workflows, and repeatable delivery processes. Identify opportunities to strengthen operational maturity, reduce variation, improve consistency, and support long-term growth of the Technical Assistance Center.
• Operational Risk Management & Decision-Making: Anticipate and address risks related to staffing, service capacity, scope, timelines, quality, and stakeholder engagement. Implement mitigation plans and operational adjustments within delegated authority and escalate strategic or significant risks to the Director with clear options and recommendations.
• Stakeholder Engagement & Communication: Build productive relationships with internal teams, subject matter experts, external partners, and participating organizations. Facilitate effective communication, clarify responsibilities, and support alignment across workstreams.
• Continuous Improvement: Lead a culture of continuous improvement by leveraging performance data, stakeholder feedback, and lessons learned to strengthen service delivery models, enhance operational efficiency, improve outcomes, and develop repeatable best practices that can be scaled across programs.
• Cross-Functional Leadership: Lead operational coordination across technical assistance, data and reporting, finance, compliance, platform and infrastructure, subject matter experts, and other teams to ensure seamless service delivery and timely resolution of interdependencies.
• Other duties as assigned.

Prior to moving forward to the team interview, all candidates are required to complete a 50-60-minute competency assessment. The assessment gives us insights into how your strengths, preferences, and work style align with OCHIN's nine core competencies. It is not about passing or failing; it is about understanding fit and setting you up for success.

• Bachelor's degree in healthcare administration, public health, business, or a related field, or equivalent experience
• 7-10 years of progressive experience managing complex programs, service delivery operations, technical assistance initiatives, workforce development programs, contracts, grants, or related healthcare operations
• 3+ years of progressive people leadership experience, including performance management, coaching, workforce planning, workload oversight, and development of professional staff
• Demonstrated ability to translate strategy, contract requirements, or program goals into executable workplans, team priorities, and measurable deliverables
• Experience coordinating cross-functional work and managing multiple stakeholders, dependencies, timelines, and competing priorities
• Strong operational judgment, problem-solving, and risk management skills, with the ability to resolve issues and escalate effectively
• Excellent written, verbal, facilitation, and interpersonal communication skills, including the ability to communicate clearly with team members, leaders, partners, and customers
• Strong analytical skills and experience using program data, performance measures, and feedback to guide decisions and improve delivery
• Ability to lead effectively in a remote, dynamic environment where priorities and partner needs may evolve

Preferred Qualifications:

• Experience managing grant- or contract-funded programs, including deliverables, reporting, compliance, and partner coordination
• Experience in healthcare, public health, technical assistance, workforce development, health IT, or a related mission-driven environment
• Experience managing or coordinating centralized intake, triage, service delivery, case management, or customer support workflows
• Experience working within multi-partner, subcontractor, or program integrator environments
• Project or program management certification or comparable formal training

Work Location and Travel Requirements

OCHIN is a 100% remote organization with no physical corporate office location. Employees work remotely from home and many of our positions also support our member organizations on-site for new software installations. Nationwide travel is determined based on OCHIN business needs. Please inquire during the interview process about travel requirements for this position.

Work from home requirements are:

• Ability to work independently and efficiently from a home office environment
• High Speed Internet Service
• It is a requirement that employees work in a distraction free workplace
• Travel required up to 20% nationally for on-site Go Live support based on business requirements for OCHIN
• (OR) Travel may be required nationally based on business requirements for OCHIN

We offer a comprehensive range of benefits. See our website for details: https://ochin.org/career

Equal Opportunity Statement

OCHIN is proud to be an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills for the benefit of our staff, our mission, and the communities we serve.

As an Equal Opportunity and Affirmative Action employer, OCHIN, Inc. does not discriminate on the basis of race, ethnicity, sex, gender identity, sexual orientation, religion, marital or civil union status, age, disability status, veteran status, or any other protected characteristics. All aspects of employment are based on merit, performance, and business needs.

Base Pay Overview

OCHIN uses broadened pay ranges to support equitable and market-aligned compensation practices. Pay information by position level is listed below. The final offer will be based on a variety of factors, including relevant skills, certifications, education, experience, training, responsibilities, internal equity, and market data.