NC Health Affiliates LLC DBA Blue Cross NC is hiring a Manager – Workflow and Program Sustainment to contribute to a clear, differentiated brand experience strategy. Reporting to the Director, Brand Management, Resort Operations Support and Accountability, you will ensure programs flow successfully from intake through to long-term sustainment, maintaining documentation integrity and supporting the operational teams.
What You'll Do
- Partner with Resort Operations, Facilities, Risk, and Safety teams to reinforce consistent adoption of standards.
- Manage departmental communications, meeting agendas, notes, and follow-ups to drive alignment and accountability.
- Prepare program briefings, audit summaries, and executive-facing presentations.
- Maintain structured workflow tracking to monitor program lifecycle from design through execution and long-term sustainment.
- Conduct sustainment audits and evaluate how programs are utilized in the field, identifying gaps and opportunities for support.
- Lead feedback sessions with stakeholders to capture adoption barriers and integrate learnings into iterative program refinement.
- Proactively monitor programs post-launch to ensure adherence, adoption, and continued relevance.
- Manage version control and operational documentation integrity within the Resort Operations Management System.
- Support planning and execution of Brand Audits across all resorts, ensuring accuracy, timely follow-up, and alignment with standards.
- Coordinate timelines for the development, review, and long-term sustainment of Brand Standards and other cross-functional initiatives.
- Document and track findings from Compliance Assessments, ensuring issues are resolved and knowledge is retained for future updates.
- Manage milestone deliverables and sustainment routines for Resort Operations programs.
- Ensure each program has a clear sustainment plan with routines, ownership, and tools for long-term success.
- Serve as secondary point of contact for Asgard platform administration, including user access, training delivery, and resort update coordination.
- Validate and process property updates in Asgard, ensuring consistent formatting and alignment with company standards.
- Maintain dashboards and reports using Excel and Power BI to provide visibility into project status, compliance performance, and sustainment KPIs.
- Implement version control and naming conventions across department-wide documents.
- Maintain operational materials across SharePoint and any Knowledge Management Systems (KMS), ensuring content is accurate, archived, and user-friendly.
- Align documentation with both operational requirements and brand standards.
- Review internal and guest-facing collateral to confirm clarity, professionalism, and adherence to brand guidelines.
- Act as a secondary contact to assist in review of branded materials, providing field teams with guidance on edits, format, and message alignment.
- Act as a secondary contact to collaborate with Marketing and Resort Operations to maintain content consistency across all resort locations.
What We're Looking For
- 4+ years of experience in hospitality operations, program coordination, or process sustainment.
- Experience managing work order or maintenance platforms and content/document repositories such as KMS, SharePoint.
- Familiarity with brand governance, field sustainment programs, and resort operations workflows.
- Demonstrated project and program management experience in organizing, planning and executing small to mid-scale projects.
- Demonstrated effective verbal and written communication skills for the purpose of providing information to clients, vendors, senior management and staff.
- Highly organized with exceptional attention to detail and a proactive follow-through mindset.
- Strong command of Microsoft Office Suite, especially Excel, PowerPoint, and SharePoint.
- Skilled in documentation structuring, content auditing, and cross-team coordination.
- Able to translate field insights into actionable improvements.
- Strong written and verbal communicator with a bias toward clarity and consistency.
- Capable of working independently across multiple workstreams and meeting tight deadlines.
Nice to Have
- Bachelor’s degree preferred in Hospitality, Business, Communications, or a related field.
- Experience with Asgard platform preferred.
- Experience with Power BI preferred.
Technical Stack
- Microsoft Office Suite (Excel, PowerPoint, SharePoint)
- Power BI
- Asgard platform
- SharePoint
- Knowledge Management Systems (KMS)
Team & Environment
You will report directly to the Director, Brand Management, Resort Operations Support and Accountability.
Work Mode
This is an onsite position located in Orlando, FL.
NC Health Affiliates LLC DBA Blue Cross NC believes in strengthening families and looks for people who exhibit courage, caring and creativity. We are committed to growing people, memberships, resorts and guest love.
