Director of Project Coordination Chicago, IL, USA $ Competitive - (posted Nov 24 2023)

Company: Forsta
Advertisers Ref: MrWeb/Dir-Proj-CoOrd
MrWeb Ref: 160454

Job Spec:

Company Description

Looking to level up your career by working with an ambitious global team? Want to play a key role in the success of a growing healthcare and technology company? Interested in engaging in online conversations about patience experience, consumer and employee insights, customer experience (CX), the evolution of the healthcare industry, and emerging technology like AI? Come to PG Forsta!

Our businesses - Press Ganey, Forsta and Rio SEO -- are breaking down silos to explore and understand the full Human Experience of our clients' target audiences, which include patients, consumers, employees across an array of industries including healthcare, technology, retails, and consumer goods and services. We deliver groundbreaking experience and research technology, unmatched expertise, and real impact for ambitious leaders globally.

• Opportunity to work in a fast-paced, market leading SaaS company, with colleagues and customers from all over the world and an experienced executive leadership team
• Exciting challenges in an international environment
• Competitive salary and regular performance reviews
• Flexible location and working environment - possibility to work from home
• Benefits like annual bonuses, employee referral bonuses, Employee Support Program, Internal Mobility program, etc.
• and many more...

Job Description

The Director of Project Coordination uses their proficiency with the Forsta Qualitative Market Research tools and processes to ensure the Coordination team provides effective and cost-efficient support of all assigned project responsibilities.

JOB DUTIES:

• Manage day to day aspects of the Coordination department, including first escalation level for all complicated project issues & billing questions
• Set team expectations through clear communication of responsibilities via individual one on one's and team meetings
• Follow up with dissatisfied clients to understand issues and improve workflows to prevent them moving forward
• Manage staffing requirements including the hiring and training of new team members
• Monitor and report on team and individual performance metrics providing feedback to team members
• Conduct annual reviews, as well as periodic one on one meetings to discuss performance
• Manage or assign resources to special projects as needed
• Ensure Coordination team has the resources and tools necessary to function effectively
• Report to the VP or Global Operations and advise on necessary changes for the continued success of qualitative products
• Monitor and respond in a timely fashion to client communications by phone and email
• Investigate opportunities to make Coordination processes work more efficiently to provide best possible service offering
• Work closely with other internal teams and partners/vendors to ensure clients are properly serviced
• Address any end-user issues/questions that may arise prior, during or after live event and/or escalate accordingly
• Ensure post-project deliverables, including transcripts and timely invoicing are provided to end-users
• Assist Finance with requests for audit information (booking forms, proof of bookings, etc.)
• Adhere to all security protocols
• Complete additional duties as assigned

Qualifications

• 5+ years' experience in technical support and/or customer service with direct user interaction a plus, or commensurate experience
• Proficient in database entry and attentive to detail
• Ability to work effectively in a fast-paced environment, both within a group and independent setting
• Excellent customer service skills
• Familiar with online web conferencing software with webcam a plus (Adobe Connect, Skype, etc)
• Skillful in multi-tasking
• Excellent time management and organization skills
• Excellent written and verbal English communication skills
• Comfortable with technology and ability to troubleshoot standard technical issues

Additional Information

All positions at Press Ganey require an applicant who has accepted an offer to undergo a background check. The specific checks are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Press Ganey, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Press Ganey's employment policies. You will be notified during the hiring process which checks are required for the position.

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.

Who to contact: Apply Online.

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