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.
The Program Manager (Healthcare) 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 role is focused on ongoing program-level coordination for a portfolio of high-value clients. Program Managers are responsible for maintaining governance, visibility, and escalation discipline across multiple workstreams over time. Each Program Manager typically supports a portfolio of 5–8 clients, depending on complexity and engagement model.
The Healthcare Program Manager reports to the Director of Healthcare Program Management 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.
Program Coordination and Ownership
Maintain clear, accurate, and timely program status reporting across all workstreams
Ensure risks, issues, and dependencies are identified early, documented, and actively managed
Own ongoing program-level coordination and governance for a portfolio of high-value clients
Maintain consistent status visibility, risk management, and escalation structure across assigned accounts
Support multiple clients simultaneously, typically ranging from 5–8 depending on complexity and cadence
Adjust level of engagement based on client needs, balancing proactive governance with exception-driven support
Partner with Growth, Advisors, and Delivery teams to ensure alignment while maintaining clear ownership boundaries
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
Demonstrate comfort pushing back on clients and internal stakeholders when requests fall outside of scope or create delivery risk
Maintain accountability and structure in high-pressure situations without deferring or over-escalating
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
Maintain ongoing governance cadence and visibility across assigned client portfolio, ensuring consistency over time rather than one-time implementation support
Clearly adjust communication style across audiences, including detailed coordination with technical teams and concise, executive-level updates for senior stakeholders
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 to coordinate closely during periods of high risk or escalation, and step back when workstreams are stable
Own coordination and governance across the account, while not owning the commercial relationship, strategy, or execution of individual workstreams
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 tools to improve efficiency in summarization, communication, and reporting (not required, but preferred)
Qualifications:
8+ years of work experience within program, project, or client delivery management, preferably in consulting, 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
Comfort operating in ambiguous, fast-moving environments where structure must be created, not followed
Healthcare experience is helpful but not required; strong program management and delivery experience in complex, cross-functional environments is prioritized
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.
The expected base salary for this position ranges from $115,000 to $125,000. 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.
Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/
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