Senior Program Manager

This role will lead cross-functional teams to enhance patient and customer satisfaction, loyalty, and engagement, and internal operational excellence. This position willprimarily focus onlarge customer-facing projects or programsprimarily directed toward health systems and/or Epic installations. This role will focus on key metric obtainment as criteria for operational success. This role will also apply Continuous Improvement principles and tools to ensure Quest Diagnostics isefficientand effective inthe delivery of its services, solutions, and processeswhile improving customerand employeesatisfaction.This position will also be responsible for coaching others to learn and apply best practices and tools to their daily work.

In addition, this position may lead a team of project management or other leaders through project or operational success while coaching others in the organization to learn and apply best practices and tools to their daily work.

Leads projects and operational working teams to effectively initiate, plan, execute, monitor, and closeprojectsor continuous improvement initiatives or other operational imperatives to the delight of our customers and best possible execution for our business.

Health System Domain Contribution

• Provides domain knowledge to help Quest drive excellence in health system execution.
• Continue to learn and grown as a health domain and systems expert and pass this learning on to others

Project and Operational Ownership

• Create key visions, strategies, metrics and objectives for critical to success execution
• Owns the timeline, budget, resource constraints, and deliverables/results
• Shifts between the "big picture" and the small-but-crucialdetails
• Is prepared to roll up their sleeves and work through detailedissues
• Supports operational teams with root cause resolution and best practices
• Supports operational teams with continuous improvement and new process adoption

Leadsprojects

• Leads projectsthrough issues, roadblocks, andproblems
• Acts as a change agentto drive teamstowardsuccess
• Guides team members to perform through issues andconstraints

Managesprojects

• Ensures all appropriate tools are completed and used effectively (e.g., charter,Ganttchart, status updates)

Effective Communication

• Builds relationships with key customer and internal stakeholders
• Actively communicates with project sponsors andstakeholders
• Establishes regular points ofcommunication
• Manages sponsor and stakeholdersexpectations

Delivers the expectedresults

• Performs root cause analysis on project shortfalls andtakes corrective action asnecessary
• Provides appropriate escalation points for operational controls

Customer Relations

• Collaborate with Customer and Operations teams to translate customer feedback into actionable business insights.

Leadership & Strategy

• Foster a culture of collaboration, accountability, and customer-first thinking across all departments.

• Represent the voice of the customer in decision-making and strategic planning sessions.

• Lead initiatives to establish and track Regional KPIs to evaluate performance of customer integrations.

Required WorkExperience:

Minimum of 8 years of successful work experience in roles requiring increasing higher/executive management responsibility. Have a record of success in getting results while treating employees with dignity and respect.

Special Requirement:

1. Strong communication skills, both written and verbal are essential.

2. Excellent and proven leadership skills

3. Practical knowledge of Health Care operations

4. Knowledge of Epic Systems desirable

Additional Competency Requirements:

• Business Acumen

• Decision Quality

• Intellectual Horsepower

• Problem Solving

• Dealing with Ambiguity

• Strategic Agility

• Priority Setting

• Timely Decision Making

• Planning

• Delegation

• Command Skills

• Managerial Courage

• Action Oriented

• Drive for Results

• Presentation Skills

• Written Communication

• Approachability

• Customer Focus

• Motivating Others

• Negotiating

• Ethics and Values

Education:

Degreed in STEM Sciences, Health Care Administration or similar degree required. MBA or business equivalent preferred.