Program Manager, Liaison Office - Tours, Access & Systems

St. Jude Children's Research Hospital•Memphis, TN

About The Position

The St. Jude Liaison Office (SJLO) enables St. Jude Children's Research Hospital and ALSAC to operate as one mission-driven team by driving strategic alignment, fostering cross-institutional collaboration, and facilitating the resources, communication, and engagement necessary to advance fundraising objectives while supporting the St. Jude mission, operations, and strategic plan. The Program Manager, Tours, Access & Systems serves as a key liaison between ALSAC and St. Jude and is responsible for the development, coordination, and continuous improvement of access and tour programs, executive and special guest visits, and campus impact coordination. In addition, this position serves as the lead St. Jude Liaison Office Program Manager for shared technology platforms utilized by the St. Jude and ALSAC Liaison Offices. You would be integral to evaluating, implementing, optimizing, and managing project management and workflow tools such as Teams, internal databases, and Monday.com; overseeing database administration; developing reports and analytics; identifying process improvement opportunities; and supporting cross-functional initiatives that enhance operational effectiveness across both organizations. Operating in a fast-paced and highly collaborative environment, the ideal person in this role would have exceptional organizational, communication, project management, and relationship-building skills. The successful candidate will develop innovative solutions to complex logistical and operational challenges, manage multiple priorities simultaneously, and leverage technology and data to improve department efficiency, visibility, and decision-making. The ability to adapt to evolving priorities, balance competing needs, exercise sound judgment, and provide thoughtful solutions that bring clarity and direction to complex, cross-functional initiatives would lead to success in this position. The optimal candidate is a proactive and results-oriented professional with demonstrated experience managing complex projects, coordinating diverse stakeholder groups, and influencing outcomes without direct authority. This individual should build strong partnerships, anticipate needs, and identify opportunities for continuous improvement while collaborating effectively with stakeholders across St. Jude and ALSAC. Significant experience with project management platforms such as Monday.com, or comparable systems is highly preferred. Adaptability, accountability, attention to detail, and the ability to perform effectively under pressure are essential for this role.

Requirements

Bachelor's degree required.
4+ years experience in program management and delivery
Experience designing and managing programs with focus on customer needs.
Experience in program budget tracking, reporting and risk management.
Proven experience engaging with senior leaders to facilitate decision making.
Experience providing guidance and mentorship within program management team.
Some experience driving continuous program improvement projects.
Experience working at St. Jude or similar institutions highly preferred.
Significant experience working with office project planning tools (e.g., MS Project, Microsoft SharePoint, ServiceNow, Smartsheet, MS Office) highly preferred.
Adaptability, accountability, attention to detail, and the ability to perform effectively under pressure are essential for this role.

Nice To Haves

Significant experience with project management platforms such as Monday.com, or comparable systems is highly preferred.

Responsibilities

Lead the planning and execution of a program including defining objectives, approaches, goals, governance mechanisms, resource deployment, periodic reviews, contingency planning and periodic reporting and communication.
Collaborate with cross-functional teams internally and externally to achieve defined outcomes aligned with departmental strategies.
Drive internal stakeholder management and communications, management of external vendors, and strong partnership with stakeholders inside and outside the institution.
Track program and/or project success.
Provide oversight and management of program budgets through planning, control and tracking of expenditures.
Provide more complex analysis of data to create reports for senior leadership.
Perform other duties as assigned to meet the goals and objectives of the department and institution.
Maintains regular and predictable attendance.
Serve as the St. Jude tour and ALSAC access program manager; address all needs in a timely manner
Plan, schedule, coordinate, and staff St. Jude tours, including executive leadership, Board of Directors, and VIP visitor experiences
Develop standardized tour routes and propose new areas of interest in existing and new buildings
Develop and manage tour grids and schedules to maintain compliance with guidelines; send meeting planners and information to stakeholders
Manage special tour access requests including tours of new buildings, employee tours, and hard hat tours
Create and execute ongoing tour guide training, development, and appreciation and identify creative and new ways to recruit and retain new tour guides
Manage the updates and distribution of the tour guide handbook and other tour program resources
Cultivate and maintain excellent relationships with key St. Jude faculty, staff, and ALSAC stakeholders
Maintain the campus tour policy
Represent SJLO on cross-institutional projects and events planning meetings; coordinate applicable action items and subsequent needs
Partner with ALSAC and Culture Strategy Office to facilitate St. Jude/ALSAC collaborative employee experiences
Identify ALSAC events with campus and employee impact; manage coordinated awareness efforts and address gaps in logistics or operations to resolve any potential issues
Ensure stakeholder awareness through communication with related departments, individuals, and groups; align messaging and timing with ALSAC
Attend all meetings and coordinate pull planning associated with opening new buildings, cross-institutional tour needs, project scheduling and coordination, master calendar, communication with ALSAC, and filming
Primary SJLO lead managing collaborative ALSAC/St. Jude databases; address and resolve issues with appropriate stakeholders
Primary lead managing the department Teams page and cross-institutional Teams page(s)
Primary SJLO lead identifying best project management tools and technology (specifically Monday or comparable)
Primary SJLO lead contracting, implementing, and managing selected project management technology
Responsible for collaboration and coordination of data platforms with ALSAC, as possible
Manage ALSAC requests for 3rd party filming
Establish and facilitate planning committees as needed
May assist with institutional, patient, executive, and/or departmental projects
Responsible for overall project success by understanding and meeting all goals and objectives
Create policies, standard operating procedures, and governance documents as needed
Develop process improvement recommendations for better planning, scope management, and risk prevention
Develop key departmental reports
Other duties as assigned.
Job responsibilities are subject to change based on fluctuating department needs.