Customer Experience Project Manager I

LE0010 Stanford Health Care; Palo Alto (CA); On-site; USD 45,000 - 77,000; Full time

Job summary

Stanford Health Care seeks a Customer Experience Project Manager I to support the Marketing and Communications department. You will manage budgets, schedules, and campaigns, coordinate events, and handle vendor and inventory duties, primarily supporting donors via email and phone.

The role blends project leadership (20%) with technical contributions (80%), ensuring timely deliverables and adherence to privacy and safety policies within SHC guidelines.

Qualifications

• Bachelor's degree required.
• 1+ year to 2 years customer service/administrative experience or equivalent.
• Advanced computer skills with office software and email applications.

Responsibilities

• Serve as Donor Relations primary contact via phone and email.
• Coordinate event logistics and support communications.
• Maintain Service Request forms and ensure timely deliverables across the team.
• Handle invoicing and budgeting tasks, use Concur and track expenses.
• Manage center orders, fulfillment, and inventory for campaigns and promotions.
• Lead campaign project management for recurring campaigns like bonus days and gift cards.
• Oversee warehouse and vendor contacts for orders and inventory.
• Improve processes and templates, ensure compliance with health and safety policies.

Skills

Customer service

Project management

Budgeting

Event planning

Vendor relations

Inventory management

Communication

Education

Bachelor's Degree

Tools

Concur

Job description

Day - 08 Hour (United States of America) This is a Stanford Blood Center job.

A Brief Overview

The Customer Experience Project Manager I will provide operational and project support for the Marketing and Communications (MarCom) department. They are responsible for budgeting, scheduling, project management of existing campaigns, event planning and coordination, promotional fulfillment, tracking departmental efficiency and implementing departmental process improvements, vendor relations, inventory management and delivering excellent customer experiences primarily via email and phone interactions. Roughly 20% time contribution towards project leadership and 80% as a technical contributor.

• Serve as Donor Relations primary contact: manage phone and email correspondence with donors, assisting with reward fulfillment, Donor ID requests, login support and technical guidance, maintain contact and suggestion logs.
• Coordinate event logistics and support event communications (e.g., manage vendor and event details for the annual Precious Mettle donor appreciation event).
• Serve as first point of contact for internal requests, maintain Service Request Form and log, ensure timely completion of deliverables across the team.
• Perform invoicing/budgeting tasks (e.g., enter daily/weekly expenses into Concur, maintain budget line-item entries, add new vendors and serve as MarCom point of contact for invoices, liaise with Finance/Admin team).
• Perform promotional and center order/milestone fulfillment (e.g., delivering Target Mondays redemption cards weekly, ensuring center supplies are well stocked, place orders with print vendors).
• Perform campaign project management (primarily for recurring campaigns such as bonus days and gift cards).
• Serve as primary warehouse and vendor contact (manage daily/weekly orders and inventory in Donor Loyalty Store and for all campaigns).
• Oversee process management and improvement, including optimizing project management templates and standard workflow documents (e.g., guidelines and checklists).
• Comply with governmental regulations and Stanford Health Care and Blood Center policies regarding health and safety.
• Observe and support good health and safety practices.
• Strictly observe privacy and security related policies, procedures and practices to preserve the integrity and confidentiality of medical and other sensitive information pertaining to donors, patients, research subjects, and employees.
• Act as a responsible information steward and treats information as sensitive and confidential in accordance with federal and state laws and with professional ethics, accreditation standards and legal requirements.
• Do not disclose protected health information inappropriately.
• May be required to enter areas where other individuals work with human blood; potential may exist for unanticipated exposure to bloodborne pathogens by splash or spill.

Education Qualifications

Bachelor's Degree

Experience Qualifications

1+ year to 2 years Customer service and administrative experience, or a combination of education and relevant experience

Required Knowledge, Skills and Abilities

• Advanced computer skills and demonstrated experience with office software and email applications.
• Ability to manage projects from concept to completion, including helping to define objectives and strategies, developing content, executing projects/programs on time and within budget and analyzing results.
• Excellent organizational skills and attention to detail; ability to prioritize and assign work to others.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills with ability to motivate and drive collaboration cross-functionally without direct authority over those groups.
• Ability to exercise sound judgment routinely and independently in making decisions.
• Ability to take initiative and ownership of projects.

Preferred Knowledge, Skills and Abilities

Ability to flourish in a fast-paced, collaborative environment. A passion for our vision to connect communities to provide hope for healing and alignment with our core values: integrity, accountability, collaboration, communication. Unwavering commitment to quality, accuracy, consistency, grammar, and adherence to brand standards in everything produced. Experience leading complex projects with multiple stakeholders. Experience supporting process improvement.

Licenses and Certifications

CADL - California Drivers License - Valid And In State required

Physical Demands and Work Conditions

Physical Demands Frequent Sitting.

Occasional Walking.

Frequent Standing.

Occasional Bending.

Occasional Squatting.

Seldom Climbing.

Seldom Kneeling.

Seldom Crawling.

Frequent Hand Use.

Frequent Repetitive Motion Hand Use.

Frequent Grasping.

Frequent Fine Manipulation.

Occasional Pushing and Pulling.

Occasional Reaching (above shoulder level).

Lifting Seldom lifting of 0 - 10 lbs. 0 to 3 in height

Lifting Seldom lifting of 11 - 20 lbs. 0 to 3 in height

Lifting Seldom lifting of 21 - 30 lbs. 0 to 3 in height

Lifting Seldom lifting of 31 - 40 lbs. 0 to 3 in height

Lifting 40+ lbs. 0 to 0 in height

Carrying Seldom lifting of 0 - 10 lbs. 1 to 50 in height

Carrying Seldom lifting of 11 - 20 lbs. 1 to 50 in height

Carrying Seldom lifting of 21 - 30 lbs. 1 to 20 in height

Carrying Seldom lifting of 31 - 40 lbs. 1 to 20 in height

Carrying Seldom lifting of 40+ lbs. 0 to 0 in height

Working Environment Seldom Driving cars, trucks, forklifts and other equipment.

Seldom Working around equipment and machinery.

Seldom Walking on uneven ground.

Blood Borne Pathogens

Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment These principles apply to ALL employees: SHC Commitment to Providing an Exceptional Patient & Family Experience

Equal Opportunity Employer

Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale

Generally starting at $42.93 - $55.82 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage. At Stanford Health Care, we seek to provide patients with the very best in diagnosis and treatment, with outstanding quality, compassion and coordination. With an unmatched track record of scientific discovery, technological innovation and translational medicine, Stanford Medicine physicians are pioneering leading edge therapies today that will change the way health care is delivered tomorrow. As part of our spirit of discovery, we also leverage our deep relationships with luminary Silicon Valley companies to develop new ways to deliver preeminent patient care.

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