Job Description

Project Leader - Digital Design & Customer Experience

Reports to: Manager/Director of Digital Design & Customer Experience

Position Summary

The Project Leader – Digital Design & Customer Experience is responsible for the successful execution of diverse digital projects and program development within a consumer technology portfolio. This includes consumer-facing websites, online scheduling, digital intake and registration, and patient portal solutions. The role utilizes project management and process improvement methodologies to ensure timely, high-quality project delivery within Beacon Health System (BHS).

Project & Program Management

• Lead and coordinate assigned digital projects and programs to align with BHS’s strategic goals for growth and efficiency.
• Define project scope, goals, and deliverables in collaboration with leadership and stakeholders.
• Identify, prioritize, and execute digital initiatives that enhance consumer experience and operational performance.
• Ensure compliance with federal regulations, departmental guidelines, and funding requirements.
• Conduct research and data analysis to support project planning and execution.
• Develop, evaluate, and implement policies and procedures to ensure project success.
• Manage project budgets, track financials, and optimize resource allocation.

Execution & Implementation

• Create detailed project plans, including timelines, resource requirements, and risk assessments.
• Monitor project progress and communicate updates to stakeholders on goals, schedules, risks, and financials.
• Prepare comprehensive project documentation and ensure compliance with company standards.
• Act as a liaison between departments, sites, and external partners to streamline workflows and remove barriers.
• Identify risks, escalate issues when necessary, and develop contingency plans.

Operational Improvement & Business Strategy

• Support site operations improvement initiatives, coaching teams on process redesign.
• Assist in the development and implementation of administrative policies, quality plans, and operational strategies.
• Contribute to the integration of new site locations and provide management assistance during transitions.
• Drive data-informed improvement efforts, measuring program effectiveness through quality data and key performance indicators.
• Support new facility builds and renovation projects in alignment with digital strategies.

Stakeholder Collaboration & Leadership

• Promote leadership through cross-functional collaboration, effective communication, and conflict resolution.
• Serve as a single point of contact or escalation for implementation teams.
• Work closely with site managers to assess feasibility and implementation timelines.
• Ensure alignment of digital initiatives with corporate objectives, enhancing consumer engagement and operational efficiency.

Qualifications

Education & Experience

• Bachelor's degree in Business, Public Health, Healthcare, or a related field (Master’s preferred).
• Minimum of 4 years managing multiple software or application-related projects in a medium-to-large organization.
• Experience in healthcare settings preferred.
• PMP or Process Improvement certification is highly desirable.

Skills & Competencies

• Strong leadership and administrative skills with the ability to drive project and program effectiveness.
• Expertise in project management, business development, and strategic planning.
• Ability to work in a dynamic, fast-paced, and evolving environment.
• Excellent analytical and problem-solving skills to plan, control, and evaluate initiatives.
• Strong negotiation, decision-making, and conflict-resolution abilities.
• Detail-oriented with a process-driven mindset.
• Exceptional communication and public speaking skills.
• Strong interpersonal skills with the ability to collaborate effectively across all organizational levels.

Working Conditions

• Primarily remote, with 1-2 required onsite days per week.
• Onsite work at clinics/hospitals may be necessary during implementations or troubleshooting.
• Requires the physical ability and stamina to perform the essential functions of the position.

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