7512 Customer Experience Project Manager
Who We Are:
Digital Experience is shaping the future of how the company connects with our patients and customers by harnessing the power of digital innovation and human-centered design.
As healthcare evolves, we are bold in our approach – leveraging cutting edge AI, advanced digital engagement, end-to-end content management, and omnichannel technologies and operations to create seamless, personalized, and meaningful experiences for our patients and customers.
This is your opportunity to lead transformative change, integrating advanced technology with strategic vision to drive impact at scale.
If you are passionate about redefining the healthcare experiences and building something extraordinary, we want you on this journey.
Let’s redefine what’s possible together! This combined team, in collaboration with key partners, builds solutions to serve Marketing,
Customer Engagement, Medical Affairs, Public Affairs & Access (“CMG”), and other patient- and customer-facing teams across CMG to shape and drive a seamless, consistent, meaningful, and compliant experience for patients and customers across our interactions.
The team is specifically accountable for:
Defining omnichannel solutions, shaping engagement strategies, designing, operationalizing, and producing seamless, consistent & meaningful patient and customer experiences.
Accelerating, connecting, and enabling the development of digital solutions that enhance the patient and customer experience across CMG.
Advancing the mission of seamless, consistent & meaningful patient and customer experiences that maximize patient impact while keeping compliance at the forefront.
Job Summary:
The Customer Experience team represents the formal emergence of a human-centered design practice within the brand.
As a new team, we will pursue the integration of Design Thinking and other human-centered design methodologies in support of our evolving products, services, and employee offerings.
The Customer Experience Project Manager role is an integral part of how we successfully deliver the Customer Experience roadmap throughout the fiscal year.
This individual will be responsible for the project initiation, planning, executing, monitoring, controlling, and closing across the Customer Experience roadmap and associated projects.
In line with PMI project management standards, the Project Manager will support end-to-end project delivery on time, and within budget at a high level of quality.
Working as a unifier and bridge-builder across cross-functional teams and the Project Manager will also be responsible for developing, capturing and reporting KPIs and success metrics.
The Project Manager is an individual contributor role reporting directly to Senior Manager Digital Operations while working across a matrixed organization.
This is a continuously evolving environment, a high-growth opportunity where you can have an immediate impact within a growing team.
The ideal candidate will need strong agile and waterfall project management skills, solid communication capabilities, and prides themselves on being innovative and driving new ways of working.
Key Accountabilities:
Responsible for the project initiation, planning, executing, monitoring, controlling, and closing across the Experience Design roadmap and associated projects.
Manages projects in agile and/or waterfall mode per PMI and best industry standards Creates, executes, and maintains project plans for the Customer Experience and Design team(s).
Administers and negotiates project deliverables, costs, scope, timelines, and resource requirements throughout the project.
Develops roles and responsibilities matrix, resources plans, and ad capacity plans in collaboration with cross-functional teams in support of the overarching project roadmap. Create or implement a repeatable and scalable process, templates, and vendor guidelines to ensure project delivery consistency.
Establishes the critical path with project plans to align timelines and deliverables. Supports intake and project requests.
Supports the determination of success/failure metrics and key performance indicators to delineate project impact to the patient, provider, caregiver, employees/brand.
Ensures projects meet compliance standards, policies, and validations as required. Monitors and reports on project status/schedule, decisions/approvals, issues, risks, scope changes, and change management efforts.
Identifies and ensures risk planning/reporting is coupled with effective risk mitigation strategies.
Ensures communications plans are created and adhered to by employees and vendors at each project level.
Manages to pull through participant contracts for individual projects.
Ensures project documents are complete, current, and stored appropriately.
Effectively facilitates and leads project team meetings.
Resolves and/or escalates issues in a timely fashion to project stakeholders.
Conduct project retrospective and inspire an environment of learning and continuous improvement.
This role will be responsible for supporting the development of the Human Centered Design practice at the company and will be expected to develop strategies and operational decisions via customer experience insights to impact the following communities:
- Patients
- Advocates
- Caregivers
- Customers
- Employees
- Third-Party Partners (to include vendors, sub-contractors, industry research partners and Think Tanks)
Qualifications:
Bachelor’s Degree required; Graduate level or higher degree is a plus.
Agile Certified practitioner (PMI-ACP) and/or Project Management Professional (PMP) Certification.
5+ years’ work experience as hands-on project management or program management ideally within Healthcare, BioTech, or Technology working with internal employees and consulting teams.
Strong expertise using project management methodologies such as Agile, Scrum, Waterfall, Software Development Lifecycle (SDLC, JAD) as well as online collaboration tools (such as JIRA, Confluence, Monday, Lucidchart, Adobe Creative Cloud).
Ability to successfully manage multiple projects to completion.
Ability to communicate complex concepts simply, verbally, and in writing.
Ability to create high-quality project reports and simple, succinct, visually compelling presentations.
Strong interpersonal skills to collaborate with a diverse set of team members and stakeholders across different levels of the organization.
Proven ability to obtain, analyze and use the information for effective decision-making. Proven ability to establish effective customer and stakeholder relationships with others internal and external to the organization.
Competencies:
Leading with Urgency.
Teamwork and Collaboration.
Consistent, clear, transparent Communication.
Delivering with Measurable Impact.
Technical and Business Expertise Working Conditions:
Working Conditions: Studio environment in a patient, provider, employee, and customer-facing capacity.
Travel 25%.
The hiring range for this position is $81 -$91 per hour. The base pay actually offered will take into account internal equity, and may also vary depending on candidate’s geographic region, job-related knowledge, skills, and experience amongst other factors
Harvest Technical Services is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, Sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or any other federal, state, or local protected class.