Senior Director, Strategic Consulting Operations

Company Description

Press Ganey is the leading experience measurement, data analytics, and insights provider for complex industries— a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare—perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business.

We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world's most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process.

Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action.

To put Human Experience at the heart of organizations so every person can be seen and understood.

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions.

• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same.

• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow.

• Dare to innovate: We challenge the status quo with creativity and innovation as our true north.

• Better together: We check our egos at the door. We work together, so we win together.

Press Ganey's Strategic Consulting team partners with healthcare clients to overcome their biggest challenges. To listen smarter, act faster, and give their teams the tools and skills they need to improve Human Experience, and stay ahead of what's next.

• Develop and maintain SOPs for business operations and project financial governance.
• Support creation of, review, approve, and refine proposals, project budgets, pricing structures, and financial models for consulting services.
• Create scalable frameworks and templates that enable operational staff to work more efficiently and with greater autonomy.

• Own core operational processes across the business, identifying opportunities for standardization, automation, and efficiency improvements.
• Enhance user experience for critical tools, including Kantata (professional services automation platform) and Salesforce to enable visibility and accountability for project and service line performance, and enhance forecasting, capacity planning, and financial tracking.
• Partner to build and optimize capacity/forecasting, project setup, deliverable tracking—while ensuring alignment with broader organizational standards.

• Partner with senior leadership to design and implement scalable operational strategies that support continued growth (e.g., new consultant onboarding; practice area training/cross‑training).
• Mentor and develop operational staff, ensuring they have clear frameworks to deliver high quality work.
• Act as a senior advisor on operational maturity, identifying long‑term improvements in project governance, forecasting, and financial rigor.

The Senior Director role can be fully remote within the United States or, for team members located near one of our hub offices in Chicago, South Bend, or Boston, work onsite three days a week (Tuesday‑Thursday) and work from home the remaining days.

• 10+ years of…