Job Description

As the Vice President of Delivery at Press Ganey, you will be responsible for leading the implementation and application support functions for our healthcare technology solutions. You will play a pivotal role in ensuring the successful deployment of our products and services to healthcare organizations, enabling them to deliver exceptional patient experiences. This role is a hybrid and will split time between the corporate office and the home office.

Duties and Responsibilities

Leadership and Strategy:

• Provide strategic leadership and vision for the delivery organization, aligning with Press Ganey's overall business objectives and client needs.
• Develop and implement strategies to optimize the delivery process, enhance efficiency, and drive continuous improvement.
• Foster a culture of excellence, accountability, and collaboration within the delivery team.

Delivery Operations :

• Oversee the end-to-end delivery process, including project planning, execution, and post-implementation support.
• Ensure timely and successful delivery of Press Ganey's solutions, meeting quality standards and client expectations.
• Implement best practices and methodologies to streamline delivery operations and enhance customer satisfaction.

Team Management:

• Lead and mentor a high-performing team of delivery managers, project managers, implementation specialists, and application support professionals.
• Provide guidance, coaching, and professional development opportunities to team members to maximize their potential and performance.
• Foster a positive and inclusive work environment that promotes teamwork, innovation, and employee engagement.

Client Engagement:

• Collaborate closely with Sales, Customer Success/Advisory, and Product Development teams to understand client needs and priorities.
• Partner with clients to develop tailored implementation and support plans, ensuring alignment with their organizational goals and objectives.
• Serve as a trusted advisor to clients, building strong relationships and addressing any concerns or issues proactively.

Performance Management:

• Define key performance metrics and goals for the delivery organization, tracking performance against targets and driving continuous improvement.
• Conduct regular reviews and assessments to evaluate the effectiveness of delivery processes, identify areas for enhancement, and implement corrective actions as needed.
• Ensure adherence to project timelines, budgets, and quality standards, mitigating risks and escalating issues as appropriate.

Qualifications

• Bachelor's degree required; advanced degree preferred
• Minimum of 10 years of experience in technology, support, delivery, customer success, or related roles, preferably in the healthcare technology industry
• Proven track record of building and leading high-performing customer success teams
• Strong strategic thinking and problem-solving skills, with the ability to develop and execute on complex customer success strategies
• Excellent communication, presentation, and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders
• Deep understanding of the healthcare industry, including knowledge of healthcare delivery systems, patient experience, quality improvement, and regulatory requirements
• Demonstrated ability to drive results and achieve business objectives in a fast-paced, dynamic environment
• Strong analytical and problem-solving abilities, with a focus on driving innovation, efficiency, and client satisfaction.

Additional Information

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.

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 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 base salary range for this position is 168,000 - 275,000 USD. 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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