82 applicants

Company

Sunrise Senior Living · 1 day ago

Experience Management Program Manager ( Remote )

7900 Westpark Drive, McLean, VA, US

Full-time

Remote

Mid Level

3+ years exp

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Responsibilities

Support the existing experience survey program with our third-party vendor; specifically, survey development, data transfer, reporting/dashboard capabilities, and delivery of regular insight reports by community and survey type.

Manage all project phases and deliverables including work breakdown, cost estimation and managing the budget, scheduling, and time tracking. Manage project risks and issues as well as monitoring and reporting on progress against the defined schedule and budget.

Manage project expectations, evaluate project needs, and maintain communication with the business leads and project teams to ensure that needs are met with respect to urgency and priority.

Provide reporting and analytics to support business processes, including accessing data structures and using analytical tools, and work closely with internal stakeholders to prioritize and scope enhancements to existing reporting platforms (Power BI).

Perform root cause analysis, including sample audits, text-data mining, and correlation analysis, to determine drivers of both dissatisfaction and satisfaction, and to identify gaps in understanding of customer experience throughout the lifecycle.

Communicate research analysis to the organization, including operations, sales, and marketing communications stakeholders, through presentations, newsletters, dashboards, and executive summaries.

Coordinate and prioritize development tasks and issue resolutions for the project team.

Manage the development of appropriate project documents such as project charters, success criteria, project management and communication plans, status reports, steering committee presentations, meeting agendas, and meeting minutes.

Manage enhancement requests and issues with the internal team following project release date to determine optimal solutions and continuous improvements through frequent solution releases during the post-implementation stabilization period.

Monitor survey data to ensure systems and processes are functioning as expected, including frequency of records, response rates, and drop rates.

Create process efficiencies through automation (report delivery, dashboard creation, and data management) based on business needs.

Maintain compliance in assigned required training and all training required by state/province or other regulating authorities as applicable to this role to ensure that Sunrise standards are always met.

Perform other duties as assigned.

Qualification

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Project ManagementExperience ManagementPMP CertificationData AnalysisPower BIRisk ManagementTeam ManagementChange Control ProcessRoot Cause AnalysisBudget ManagementTraining Skills

Required

Bachelor’s degree in Program Management or a related field

3+ years’ experience as a Project Manager; Experience Management experience a plus

Ability to train project teams to recognize scope changes and adhere to change control process

Experience and high level of comfort with managing multiple project plans simultaneously

Experience managing business analysts and developers

Preferred

Project Management Professional (PMP) certification is preferred

Benefits

Medical, Dental, Vision, Life, and Disability Plans

Retirement Savings Plans

Employee Assistant Program / Discount Program

Paid time off (PTO), sick time, and holiday pay

Daily Pay offered to get paid within hours of a shift (offered in the U.S. only)

Tuition Reimbursement

In addition to base compensation, Sunrise may offer discretionary and/or non-discretionary bonuses. The eligibility to receive such a bonus will depend on the employee’s position, plan/program offered by Sunrise at the time, and required performance pursuant to the plan/program.