Associate Principal, Clinical Operating System (cOS)
About The Position
Press Ganey is a leading provider of experience measurement, data analytics, and insights for complex industries. Our Clinical Operating System (cOS) is a tech-enabled system designed to standardize how health systems deliver care daily. It integrates leader standard work, frontline workflows, escalation processes, coaching, rounding, event reporting, analytics, governance, and technology into a cohesive operating model. This role involves leading the delivery of cOS engagements with health system clients, transforming the operating model from concept into daily practice through hands-on transformation work. The Associate Principal will coach leaders and frontline teams in daily management routines, standard work, and the adoption of a supporting technology platform. This role is crucial for the formation and buildout of this strategic service line within Press Ganey, operating at the intersection of clinical operations, change management, and technology-enabled transformation.
Requirements
- 15+ years of experience in healthcare to include operations, clinical transformation, performance improvement, or high-reliability environments.
- Deep experience across patient experience, employee experience, safety, and/or quality solutions.
- Seeking a tech-forward healthcare operator or implementation leader.
- Have led real operational change in clinical settings.
- Understand how product, data, dashboards, workflow tools, and integrations influence adoption.
- Translate those insights into actionable improvements for both operations and technology teams.
- Understands how technology shapes how work gets done.
- Proven success implementing operational change—not just advising.
- Deep experience with daily management systems (e.g., tiered huddles, leader rounding, visual management, escalation pathways, standard work).
- Ability to coach leaders in real time, from frontline managers to senior executives.
- Strong systems thinking—able to distinguish local issues from broader operating model challenges.
- Comfort working in active clinical environments (hospital units, shift changes, frontline workflows).
- Strong communication, facilitation, and relationship-building skills.
- High level of ownership, adaptability, and credibility with clients.
- Bachelor’s degree required.
Responsibilities
- Lead and support delivery of cOS engagements across the full lifecycle: assessment, implementation, go-live, sustainment, and evolution.
- Coach leaders at all levels—unit, department, hospital, and system—on adopting cOS standard work and daily management routines.
- Translate cOS methodology into practical, observable behaviors that improve reliability, accountability, and frontline engagement.
- Serve as a trusted, credible on-site partner to clinical, operational, quality, safety, patient experience, and executive leaders.
- Ensure implementations are both operationally sound and technology-enabled, with software embedded into workflows.
- Partner closely with product, engineering, and analytics teams to surface workflow insights, adoption barriers, and enhancement opportunities.
- Support adoption of cOS tools (dashboards, rounding tools, escalation workflows, event reporting, reliability metrics).
- Identify opportunities to reduce manual work through improved workflow design, automation, integration, or configuration.
- Contribute to building and scaling a new cOS service line, including playbooks, tools, and repeatable delivery models.
Benefits
- Competitive benefits package
- Discretionary bonus or commission tied to achieved results
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What This Job Offers
Job Type
Full-time
Career Level
Senior
