Program Manager (Market Research)

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. 

This position is 100% remote but expected to go to a Hub office Tuesday through Thursday if located near South Bend, IN, Chicago, IL or Boston, MA and work from home Monday and Friday. We are currently considering candidates under EST and CST time zones.

About the job:

PG Forsta 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.

What We Need:

We are looking for a Program Manager who will manage VoC/E programs end‑to‑end, including survey setup, delivery coordination, quality checks, and ensuring programs are delivered accurately and on time.

This role sits at the heart of our relationship with customers, managing the daily interactions that result in trust and true partnership, and delivering business value through our suite of products and services.

As a Program Manager with Forsta, you will:

• Immerse yourself in the client’s business - understand their unique challenges, business and program objectives, and success measures.
• Collaborate with clients, partners, and cross-functional teams to gather requirements, develop timelines, and manage the delivery process.
• Own delivery process, ensuring accurate, on time, profitable delivery of solutions and programs that delight clients and lead to growth over time.
• Provide a single point of contact for clients, team members, and partners throughout delivery.
• Apply Forsta tools, features, and best practices to deliver VoC/E programs that meet client requirements and timelines.
• Inform clients, commercial leads, and management of progress, risks, and growth opportunities.

Responsibilities:

• Work with clients to manage VoC/E programs, including requirements gathering, documentation, working with Consultants and Technical Delivery teams to implement, quality assurance, and coordinate training.
• Lead client kickoff meetings, requirements sessions, and status meetings
• Prepare timelines and ensure they are adhered to.
• Manage multiple concurrent projects with overlapping timelines.
• Present information clearly and confidently to clients and stakeholders within and outside the organization.
• Demonstrate competence and confidence with the full VOC/E product and services suite, including those available through our partner networks.
• Ability to think creatively about solving client issues or concerns to improve program outcomes, and deliver value; works effectively with varying degrees of ambiguity.
• Effectively troubleshoot basic technical issues and translates technical jargon to business language for client contacts.
• Provide guidance and best practice for use of the platform to achieve program objectives.

Requirements:

• 3+ Years’ of Market Research project management experience.
• Previous experience working with a survey platform, QA processes, and delivery timelines.
• Professional demeanor, excellent written, and oral communication skills.
• Demonstrated success delivering market research projects in deadline-driven environments.
• Experience managing multiple research projects simultaneously.

Education:

Bachelor’s degree is required.

About You:

You are a highly motivated individual that works well in a team environment yet can work autonomously and take individual initiative. You have exceptional time management and multi-tasking skills. You are detail-oriented and well organized. You are results oriented – a driver of projects, gets things done, with a “can-do” attitude.
 

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 $80,000 to $95,000. 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 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/