Program Manager, Care Experience & Culture Transformation
About The Position
This position will be based at our Hyde Park campus in Chicago, IL with opportunities to work from home. You will need to be based in the greater Chicagoland area. The Program Manager, Care Experience & Culture Transformation is a strategic and execution-focused leader responsible for driving the end-to-end management of a multi-year transformation initiative to elevate the cancer care experience across UChicago Medicine. Reporting to the Vice President, Chief Consumer Experience Officer, this role will oversee program governance, project execution, cross-functional alignment, and performance management to ensure delivery of a high-impact, patient-centered, and culturally aligned cancer care model. This position operates at the intersection of patient experience, cancer clinical operations, workforce culture, and service excellence, translating strategy into measurable outcomes.
Requirements
- Bachelor's degree in healthcare administration, business, public health, or related field
- 5–8+ years of progressive experience in program management, healthcare operations, or consulting
- Demonstrated experience leading large-scale, cross-functional initiatives in complex health systems
- Strong project management expertise (PMO structure, governance, risk management)
- Experience with patient experience frameworks and metrics (e.g., HCAHPS, CAHPS)
- Exceptional executive communication and stakeholder management skills
- Strategic Execution: Ability to translate vision into disciplined execution
- Influence without Authority: Drives alignment across diverse stakeholders
- Analytical Rigor: Uses data to inform decisions and measure impact
- Change management: Skilled in managing large-scale behavioral and operational change
- Patient-Centered Mindset: Deep commitment to improving the patient and family experience
- Operational Excellence: Strong attention to detail, timelines, and deliverables
Nice To Haves
- Master’s degree (MBA, MHA, MPH)
- Experience in oncology services or academic medical centers
- Certification in Project Management (PMP, Lean Six Sigma, Agile)
- Experience in culture transformation or service excellence initiatives
Responsibilities
- Lead the centralized program management structure for the cancer care experience transformation initiative
- Establish and manage program governance, including executive steering committees, workgroups, and reporting cadences
- Serve as primary liaison to the Vice President, Chief Consumer Experience Officer; Vice President, Cancer service line; and cancer executive leadership
- Ensure alignment with enterprise priorities and objectives, including care experience excellence and workforce engagement
- Translate strategic vision into actionable project plans, milestones, and deliverables
- Oversee a portfolio of initiatives (e.g., care navigation, communication standards, environment of care, service recovery, digital experience)
- Drive disciplined project management methodologies
- Identify risks, dependencies, and barriers; implement mitigation strategies proactively
- Serves as liaison with external partners to ensure alignment, goal achievement, and in-scope service delivery
- Partner with oncology leadership, nursing, physician leaders, operations, HR, and support services to ensure integrated execution
- Facilitate collaboration across ambulatory, inpatient, and ancillary services
- Align initiatives with clinical workflows to ensure sustainability and adoption
- Develop and manage a performance dashboard aligned to key metrics (e.g., HCAHPS domains, patient access, care coordination, workforce engagement, rate of change and adoption, solution effectiveness)
- Monitor progress against targets and drive accountability across stakeholders
- Use data and internal and external customer voice insights to inform continuous improvement
- Lead structured change management efforts to support adoption at scale
- Develop executive-level reporting, committee materials, and stakeholder updates
- Drive communication strategies that reinforce vision, progress, and impact
Benefits
- Compensation & Benefits Overview
- The pay range provided reflects the anticipated wage or salary reasonably expected to be offered for the position.
- The pay range is based on a full-time equivalent (1.0 FTE) and is reflective of current market data, reviewed on an annual basis.
- Compensation offered at the time of hire will vary based on candidate qualifications and experience and organizational considerations, such as internal equity.
- Pay ranges for employees subject to Collective Bargaining Agreements are negotiated by the medical center and their respective union.
- Review the full complement of benefit options for eligible roles at Benefits - UChicago Medicine
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What This Job Offers
Job Type
Full-time
Career Level
Manager
