Manager, Delivery

at Press Ganey Associates LLC in Chicago, Illinois, United States

Job Description

Company Description
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:
To elevate the human experiences at the heart of business by offering insights that sharpen understanding of the needs of individuals and populations, and provide guidance on how to meet those needs.
We partner clients to gather the voice of consumers and the workforce to gain insights that address unmet needs. Through the use of integrated data, advanced analytics and strategic advisory services, we are helping clients transform their organizations to deliver high quality services and lifetime loyalty.
Our Values:
Champion the Client
We demonstrate an unwavering passion for delivering high-quality solutions and service. We commit to understanding the goals and needs of our clients. We always look for opportunities to improve and create value. Each of us understands our role in enabling client success.
All Together Better
We are united by the common purpose of our vision and mission. We promote teamwork and a culture of belonging by building strong relationships and fostering trust. We collaborate to identify and develop innovative solutions.
Embrace Change
We recognize that change is constant and presents opportunities to learn, adapt, and evolve. We seek creative solutions to challenges and e pursue them with optimism and enthusiasm.
Do the Right Thing
We demonstrate commitment to all our stakeholders, including clients, staff, and partners. We take personal accountability for our responsibilities and actions. We do right by each other by acting with honesty and kindness. We provide meaningful recognition and feedback to others.
Job Description
The Manager, Delivery will be responsible for providing direct leadership to a team of Advisors and Support Team. The Manager will function as a leader in the Strategic Advisory and Support model, supporting a team to deliver value to clients and support direct client deliverables. The manager will ensure that clients have a delightful onboarding experience, accounts are configured to client specifications, and routine support requests are addressed in a way that exceeds expectations. On an ongoing basis, the manager will ensure that advisors maintain a relationship with clients for both day to day operational issues and improvement support.
Duties and Responsibilities

Partner with market leaders to ensure overall client satisfaction by proactively leading the team in addressing needs and prioritizing work.
Provide management oversight and a path of escalation for customer relationships and delivery oversight while advisors and support team members work through obstacles and deliverables.
Oversight of support team members specializing in implementation, system configuration, data ingress and data mapping
Direct the development, coaching and career pathing of direct reports.
Provide day-to-day leadership oversight and resourcing to a team of advisors and delivery team.
Support direct client work, including onsite and virtual improvement delivery.
Work across the Advisory and Support team to continuously improve standardization and delivery.
Collaborate with thought leaders and cross functional PGForsta teams to make recommendations on optimal use of Press Ganey solutions.
Manage and prioritize opportunities to enhance client relationships... For full info follow application link.

Press Ganey Associates, Inc. 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.