Program Manager

Company Description

Press Ganey is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood. 

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 

• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 

• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 

• Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 

• Better together: We check our egos at the door. We work together, so we win together. 

Press Ganey is committed to providing reasonable accommodations to qualified individuals with disabilities or disabled veterans in the hiring process. If you need assistance or an accommodation to apply for a position online or for your interviews or assessments, please contact us at [email protected] Please provide your contact information and the details of your request so we can best assist you.

The Program Manager leads individual client projects that include complex, often custom survey designs, sampling designs, deliverables, and client timelines.

The Program Manager is responsible for the set-up and ongoing maintenance for data collection and reporting for Press Ganey Member Experience products.

This includes survey design, building, and report/dashboard configuration on multiple platforms. This person is the liaison between the client, the Press Ganey account team, and other stakeholders throughout the project and is expected to meet client expectations accurately and consistently, while developing relationships and identifying ways to delight their client contacts with value added service.

Duties and Responsibilities:
•    Manage project timeline (client facing and internal) to ensure on time survey launch, completion, and reporting.
•    Builds and maintains relationships with client contacts and learns their organization’s unique needs through regularly scheduled meetings and proactive advisement on recommended account/program changes. 
•    Ability to identify risk and proactively solve problems 
•    Provide support for service failures and service recovery
•    Update survey design based on client goals and feedback
•    Program survey design into multiple different platforms
•    Make necessary updates to dashboard reporting
•    Partner with client through project lifecyle.
•    Lead kick off calls at the start of project in order to appropriately set client expectations
•    Track response rates, minimum number of respondents, and sampling to maximize data collection and achieve client’s goals 
•    Act as an engaged and effective member of a team, working with cross-functional partners across the organization.
•    Act as a mentor to new hires and existing teammates. 

Qualifications:

•    Minimum 7 years of health care, quality improvement, project management, or experience improvement.
•    Understanding of the unique challenges within Health Care, Health Plans and Member Experience
•    Demonstrated ability to manage large, strategic client projects 
•    Proven excellence in the support and service to complex customers is preferred
•    Use of demonstrated analytical skills to identify, research, and solve complex problems with a sense of urgency     
•    Proficiency with Microsoft Office (Word, Excel, Outlook, etc.) with demonstrated higher level Excel skills preferred
•    Excellent written and verbal communication skills
•    Strong organizational skills and attention to detail
•    Ability to question, probe, and/or challenge clients in order to ensure the client’s ultimate needs are met 
•    Ability to handle multiple projects simultaneously while meeting strict deadlines
•    Proven ability to provide recommendations that will support client goals and strategy
•    Proven ability to anticipate client questions and needs
•    Proven ability to act as a strategic partner and expert in management of client portfolios
•    Proven ability to identify and escalate risk to internal and external partners

Education:

•    Bachelor’s degree in a related field is required.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Press Ganey we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Additional Information for US based jobs:

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state, or local protected class. 

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 

The expected base salary for this position ranges from $95,000 to $110,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/