Job Description
Reporting to the Senior Vice President General Manager, the Vice President, Member Experience Solutions works directly with the General Manager and other leadership personnel to plan and prioritize the business unit’s short-term objectives and future objectives to achieve growth and efficiency in working with health plan clients. The VP will be responsible for advancing member experience strategy and solutions, ensuring execution of special projects, and collaborating with other business units, senior leaders, and cross functional departments to drive business results.
The VP, Member Experience Solutions will play a pivotal role in the development of the Member Experience business strategy and product strategy. This role will focus on accelerating revenue growth through proactive identification, development and execution of projects leveraging knowledge of the company, business unit strategy, markets, and end users. This person will serve as a key subject-matter expert and work closely with the company's marketing, product, engineering, research, advisory, delivery, sales, and other cross functional departments. This person will work closely with the General Manager to establish the necessary business metrics and analytics to effectively manage the business.
The ideal candidate will have experience working with internal and external executives to develop and execute growth-focused projects including go-to-market strategies, business case development, and product pricing & packaging. The ideal candidate will have experience managing a business or portfolio of products.
Duties and Responsibilities
Partner with GM and Workforce BU leadership team directors and VPs to accelerate advancement of efforts in member experience areas including product, delivery, growth, analytics and strategy.
Serve as a subject-matter expert to optimize the Member Experience product strategy, product roadmaps, and delivery model. This includes handling inquiries, developing content, and dissemination of communications. Facilitate connection and communication between PG sales leaders and VP Product.
Develop strategies for growth - Work directly with the business unit’s General Manager and other leadership personnel to define strategies and priorities for growth, revenue increases, and other specific goals. This includes new product development, pricing strategies, go-to-market strategies, and supporting client advisory boards.
Support all strategic partnership and M&A activities from ideation to execution on behalf of the MX business, working directly with the PG strategy and partnership team
Drive alignment within the MX BU and cross the business unit leaders and Press Ganey through Member Experience strategic planning and prioritization processes.
Support team MBRs and QBRs to ensure alignment of strategies and advance the business unit agenda.
Solve problems and accelerate decision making - includes leading cross functional teams, easing communications, and uniting people across the organization to keep Member Experience priority projects moving forward. This person will be the right hand of the General Manager to drive success.
Continuously scan the organization, market and competitors to identify most pressing, unmet needs for the business unit.
Work closely with marketing, sales, and product leadership to achieve growth targets. This includes supporting the development of product strategies and go-to-market plans.
Provide department leaders with recommendations and consultation to support achievement of goals and to increase teamwork across the business unit.
Partner with Finance and other departments to support the analytics and reporting necessary to run the business and achieve the strategic plan.
Deliver timely updates and identify key roadblocks and solutions on projects under the Vice President’s management.
Qualifications
Minimum eight years’ experience working closely with or within a Health Plan focused on driving quality and/or member experience improvements
Minimum three years’ experience focused on the strategic development and/or growth of a company, business unit or product suite.
Obsession with both client and customer experience including follow-up and problem resolution
Excellent interpersonal, communications, listening, and presentation skills
Solid working knowledge of improvement methodology, best practices, and data analytics
Ability to travel up to 20% to provide client support onsite, as needed
Ability to work in a fast-paced environment while prioritizing competing client needs
Education
Additional Information
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 base salary for this position ranges from $160,000 to $284,000. _ **** This represents an "all-in" package. This range includes a base salary plus potential commission earnings or descretionary bonus opportunities ._ 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.
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