Manager, Delivery - Chicago, United States - Press Ganey

Description

Job Description

PG Forsta 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:

To elevate the human experiences at the heart of business by offering insights that sharpen understanding of the needs of individuals and populations, and provide guidance on how to meet those needs.

We partner clients to gather the voice of consumers and the workforce to gain insights that address unmet needs. Through the use of integrated data, advanced analytics and strategic advisory services, we are helping clients transform their organizations to deliver high quality services and lifetime loyalty.

Our Values:

Champion the Client

We demonstrate an unwavering passion for delivering high-quality solutions and service. We commit to understanding the goals and needs of our clients. We always look for opportunities to improve and create value. Each of us understands our role in enabling client success.

All Together Better

We are united by the common purpose of our vision and mission. We promote teamwork and a culture of belonging by building strong relationships and fostering trust. We collaborate to identify and develop innovative solutions.

Embrace Change

We recognize that change is constant and presents opportunities to learn, adapt, and evolve. We seek creative solutions to challenges and e pursue them with optimism and enthusiasm.

Do the Right Thing

We demonstrate commitment to all our stakeholders, including clients, staff, and partners. We take personal accountability for our responsibilities and actions. We do right by each other by acting with honesty and kindness. We provide meaningful recognition and feedback to others.

The Manager, Delivery will be responsible for providing direct leadership to a team of Advisors and Support Team. The Manager will function as a leader in the Strategic Advisory and Support model, supporting a team to deliver value to clients and support direct client deliverables. The manager will ensure that clients have a delightful onboarding experience, accounts are configured to client specifications, and routine support requests are addressed in a way that exceeds expectations. On an ongoing basis, the manager will ensure that advisors maintain a relationship with clients for both day to day operational issues and improvement support.

Duties and Responsibilities

• Partner with market leaders to ensure overall client satisfaction by proactively leading the team in addressing needs and prioritizing work.
• Provide management oversight and a path of escalation for customer relationships and delivery oversight while advisors and support team members work through obstacles and deliverables.
• Oversight of support team members specializing in implementation, system configuration, data ingress and data mapping
• Direct the development, coaching and career pathing of direct reports.
• Provide day-to-day leadership oversight and resourcing to a team of advisors and delivery team.
• Support direct client work, including onsite and virtual improvement delivery.
• Work across the Advisory and Support team to continuously improve standardization and delivery.
• Collaborate with thought leaders and cross functional PGForsta teams to make recommendations on optimal use of Press Ganey solutions.
• Manage and prioritize opportunities to enhance client relationships and accelerate the decision-making process that will grow revenue.
• Foster exceptional working relationships and communication with cross functional departments.
• Partner with Press Ganey consulting services to produce a seamless continuum of improvement recommendations and support.
• Collaborate with the senior management team to develop a strategic and tactical plan to achieve the desired annual performance metrics.
• Responsible for cascading the department and corporate goals and holding direct reports accountable to those goals.

• 5-10 years in healthcare improvement, consulting or client-facing role in a healthcare field related to the focus of Advisory and Support
• Excellent interpersonal, communications, listening, and presentations skills
• Solid working knowledge of improvement methodology, best practices, and data analytics
• Solid working knowledge of strategic planning, execution of strategy, business development and sales
• Prior leadership experience, demonstrated solid leadership qualities and organizational skills
• Ability to travel up to 35% to provide client support both virtually and onsite, via webinar/group meeting or individual consultation
• Ability to work in a fast-paced environment while prioritizing competing client needs
• Obsession with customer experience including follow-up and problem resolution
• Bachelor's degree and 5+ years of prior relevant experience

All positions at Press Ganey require an applicant who has accepted an offer to undergo a background check. The specific checks are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Press Ganey, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Press Ganey's employment policies. You will be notified during the hiring process which checks are required for the position.

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 salary for this position ranges from $81,000 to $136,000. 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.

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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.