Healthcare Program Manager (CSM)

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.

Healthcare Program Managers will lead complex, cross-solution implementations for large healthcare clients. This role is accountable for program-level status reporting, risk and issue management, and driving follow-through across internal teams through influence rather than authority.

The Program Manager operates in environments with multiple concurrent workstreams, competing priorities, and frequent ambiguity. Success in this role requires strong organizational discipline, clear communication at all levels, and sound judgment on when to escalate versus resolve issues directly.

This is a delivery-focused, time-bound role. Program Managers ensure implementations are delivered as scoped, risks are surfaced early, and issues are driven to resolution through defined governance structures and provide a seamless transition to long-term owners of the client relationship and commercial decisions.

The Healthcare Program Manager reports to the Director, PMO and works closely with Delivery, Technical, Support, Advisors, and Growth partners to ensure consistent, high-quality execution across Press Ganey's largest and most complex clients.

Duties and Responsibilities:

Program Execution and Ownership

• Own program-level execution for enterprise healthcare clients implementing multiple solutions from multiple Business Units simultaneously
• Maintain clear, accurate, and timely program status reporting across all workstreams
• Ensure risks, issues, and dependencies are identified early, documented, and actively managed

Escalation and Issue Management

• Own the escalation process, including coordination, documentation, and follow-through until issues are stabilized
• Drive cross-functional response during escalations by influencing internal teams that do not report directly to the PM
• Provide clear, concise updates to internal and external stakeholders, even when information is incomplete

Governance and Communication

• Establish and maintain program governance structures, potentially including integrated project plans, RAID logs, and executive-level updates.
• Facilitate governance meetings and ensure decisions, actions, and ownership are clearly documented
• Tailor communication for executive, operational, and technical audiences

Scope and Boundary Management

• Enforce delivery scope and implementation boundaries while maintaining strong client relationships
• Identify and manage scope creep, partnering with Growth on commercial decisions when needed
• Confidently call work "done" when implementation criteria are met

Cross-Functional Coordination

• Coordinate closely with implementation managers, technical teams, support, and product partners to keep work moving forward
• Follow up persistently and tactfully to ensure commitments are met
• Step in hands-on during periods of high risk or escalation, and step back when workstreams are stable

Tools and Continuous Improvement

• Use program management tools such as Wrike to track progress, risks, and dependencies
• Develop, adapt, and maintain program templates and reporting artifacts
• Leverage AI and automation tools to synthesize information, summarize issues, and translate detail into executive-ready communication

Qualifications:

• 8+ years of work experience within program, project, or client delivery management, preferably in healthcare, health tech, or enterprise SaaS environments.
• Demonstrated success managing complex, cross-functional programs with multiple workstreams, stakeholders, and competing priorities.
• Exceptional communication and facilitation skills, with the ability to tailor content for executive, operational, and technical audiences
• Proven ability to influence without authority and drive follow-through across overloaded teams.
• Strong organizational and documentation discipline.
• Strong knowledge of the healthcare industry-ideally including patient experience, clinical operations, digital health, or quality improvement.
• Project Management certifications such as a PMP, PgMP, or related is a plus.

Education

• Bachelor's degree required; Master's in Business Administration, Healthcare Administration, Public Health, or a related field is a plus.

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.

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

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