Senior Project Manager (Customer Solutions Management)

• Lead large, cross-functional projects from initiation to successful completion with full accountability for results.
• Define and manage project scope, timelines, resources, dependencies, risks, and budgets.
• Develop and maintain documentation such as Project Charters, Gantt charts, and weekly status reports.
• Manage & improve end to end customer solutions including end to end client onboarding experience.
• Troubleshoot client/business related issues and serve as a liaison between the client and internal functions (sales, lab, billing, logistics, IT).

• Identify and manage stakeholders across all functions and levels of the organization.
• Establish clear communication plans and ensure timely, transparent updates to all parties.
• Present findings, project updates, and recommendations to leadership using data to influence and support decisions.

• Conduct end-to-end business analysis, including current state assessments, gap analysis, customer pain points, inefficiencies, improvement opportunities, process mapping, and future-state recommendations.
• Drive stakeholder alignment and decision-making through data and structured analysis.
• Leverage tools like Power BI, Tableau, Alteryx, or Excel to extract, transform, and analyze large datasets.
• Develop dashboards/visual reports to communicate trends, performance indicators, and operational insights.
• Use insights to guide strategy, track project KPIs/measure of success, and support proactive issue resolution.
• Perform root cause analysis (RCA) using data trends and statistical tools to drive problem-solving and process enhancements.

• Apply Lean, Six Sigma, and other continuous improvement tools to streamline processes, reduce inefficiencies and improve
• Use structured RCA techniques (5 Whys, Fishbone, Pareto) to investigate and resolve recurring service or operational issues.
• Collaborate with cross-functional teams to design, implement, and monitor corrective action plans.

• Mentor team members on project management and business analysis tools and methodologies.
• Promote a culture of customer-centricity, data-driven decision-making, and continuous improvement.
• Manage other responsibilities as required by evolving business needs.

• Bachelor’s degree in Business, Healthcare Administration, IT or related field.
• 5–7 years of experience in project management and business analysis within healthcare, or laboratory services.
• Hands on experience in one of the data analysis and visualization using Power BI, Tableau, or Alteryx.
• High proficiency in Excel and PowerPoint; ability to translate data into actionable insights and narratives with a visual story telling approach to present to leadership.
• Demonstrated experience with stakeholder engagement and cross-functional collaboration.

• Certifications such as PMP, CBAP, Lean Six Sigma is preferred.
• End to end client onboarding experience in medical or clinical laboratory environments preferred.
• Familiarity with lab regulations (CLIA, CAP, HIPAA), CRM or ticketing systems like Sales Force.
• Understanding of medical and lab terminology
• Quest Diagnostics order to cash experience including lab billing knowledge is a plus.

• Project Management – Organized, results-driven leader capable of owning project delivery from end to end.
• Business Analysis – Excellent at gathering client/project requirements, analyzing workflows, and translating needs into clear documentation and solutions.
• Data & Insights – Ability to work with large datasets to identify trends, issues, and opportunities, and to present them in a compelling, actionable way.
• Customer Focus – Committed to delivering excellent service and improving the customer onboarding and support experience.
• Collaboration – Effective cross-functional communicator and problem solver who thrives in a team-oriented environment.
• Time Management & Prioritization – Strong multitasker who can meet deadlines in a fast-paced, evolving setting.
• Problem Solving – Skilled in RCA, able to co-create solutions with internal teams to fix recurring issues and improve future performance.
• Analytical Thinking – Comfortable using data, logic, and systems thinking to solve problems and drive improvements.
• Emotional Intelligence - Strong interpersonal awareness, empathy, and communication skills to influence stakeholders, navigate team dynamics and resolve conflict constructively without direct authority

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.