Program Manager

About Press Ganey

Press Ganey stands at the forefront of experience measurement, data analytics, and insights, serving as a trusted partner to organizations across complex industries. With a rich history rooted in U.S. healthcare—the most intricate of sectors—we have expanded our expertise globally, empowering clients in every industry to enhance the Human Experiences that define their business success. Our unparalleled portfolio integrates cutting-edge technology, robust data analytics, and deep industry expertise to help clients identify opportunities, accelerate improvement initiatives, and foster lasting loyalty among customers and employees. Our success is built on the foundation of a world-class workforce, a collaborative culture, and an unwavering commitment to continuous learning and innovation. As a member of our team, you will contribute to delivering exceptional value to our clients while shaping the future of our organization through your expertise and dedication.

Our Mission and Values

At Press Ganey, our mission is to empower organizations to deliver the best experiences by transforming data into actionable insights that drive innovation and meaningful change. We are guided by a set of core values that define our culture and shape our approach to work:

• Human Experience at the Heart: We believe in placing the Human Experience at the center of organizational strategies, ensuring every individual is seen, understood, and valued.
• Energize Customer Relationships: Our clients are our partners. We collaborate closely with them, aligning our goals with theirs to turn challenges into solutions and foster long-term success.
• Success Starts with Me: Personal accountability is the cornerstone of collective achievement. Each team member takes ownership of their role while empowering others to excel.
• Commit to Learning: Every achievement and obstacle presents an opportunity for growth. We embrace each experience as a chance to learn, adapt, and improve.
• Dare to Innovate: Innovation is our compass. We challenge conventional thinking and push boundaries to drive progress and deliver exceptional results.
• Better Together: Collaboration is our strength. We prioritize teamwork, humility, and shared success, ensuring that together, we achieve more than we ever could alone.

Role Overview: Program Manager

The Program Manager plays a pivotal role in leading individual client projects, which often involve intricate survey designs, sampling methodologies, customized deliverables, and stringent client timelines. This position is responsible for the seamless setup and ongoing maintenance of data collection and reporting processes for Press Ganey’s Member Experience products. The Program Manager will oversee survey design, platform configuration, and report/dashboard development across multiple systems, serving as the primary liaison between the client, the Press Ganey account team, and other stakeholders throughout the project lifecycle. Success in this role requires a keen ability to meet and exceed client expectations consistently while cultivating strong relationships and identifying opportunities to deliver added value.

Key Responsibilities

• Project Management: Oversee project timelines—both client-facing and internal—to ensure timely survey launches, completion, and reporting. Proactively manage dependencies and mitigate risks to keep projects on track.
• Client Relationship Management: Build and nurture strong relationships with client contacts by understanding their unique organizational needs through regular meetings and proactive advisement on program enhancements. Identify and address client pain points to drive satisfaction and loyalty.
• Risk Identification and Problem-Solving: Anticipate potential challenges and develop strategic solutions to prevent disruptions. Address service failures with a focus on rapid resolution and service recovery to maintain client trust.
• Survey and Reporting Design: Collaborate with clients to update survey designs based on evolving goals and feedback. Configure and deploy surveys across multiple platforms, ensuring alignment with client objectives and industry standards.
• Dashboard and Report Configuration: Develop and maintain dynamic dashboards and reports that provide clients with actionable insights. Ensure reports are tailored to meet specific client needs and facilitate data-driven decision-making.
• Cross-Functional Collaboration: Partner closely with clients throughout the project lifecycle, from initial kickoff calls to final deliverables. Facilitate seamless communication and coordination among all stakeholders to ensure project success.
• Continuous Improvement: Leverage client feedback and project outcomes to refine processes, enhance service delivery, and drive innovation within the team and organization.

Press Ganey is dedicated to fostering an inclusive and accessible hiring process. If you require reasonable accommodations to participate in our application or interview process, please contact us at [email protected] with your request details. We are committed to supporting all qualified individuals, including those with disabilities or disabled veterans, throughout the hiring journey.