Program Manager

Ascension; St. Louis (MO); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Comprehensive health coverage

Employer-matched retirement plan

Paid time off and holidays

Tuition reimbursement (Vocare)

Job summary

Ascension, a leading nonprofit Catholic health system, is seeking a role within the Consumer Experience team. You will collaborate with CX Onsite leaders to identify opportunities, analyze barriers across people, processes, and technology, and drive improvements aligned with regulatory requirements and customer satisfaction.

The position emphasizes leadership, cross-functional collaboration, and a focus on resolving consumer concerns while supporting strategic objectives across the organization.

Qualifications

• 3 years of cumulative experience with a high school equivalency path, or 2 years with an associate/bachelor degree.
• 7 years of applicable cumulative job specific experience required, leadership preferred.

Responsibilities

• Identify program opportunities with CX Onsite Team leaders.
• Analyze people, process, and tech processes and barriers and recommend actions based on gaps, trends, and needs.
• Build collaborative relationships within the discipline to support strategic objectives and move work forward.
• Provide programmatic leadership for continuous improvement for CX Onsite team priorities.
• Manage the national Service Recovery process and serve as a subject matter expert for market CX teams and leaders, including regulatory requirements.
• Demonstrate and coach others on exceptional conflict resolution skills addressing dissatisfied consumers.

Skills

Leadership

Program management

Relationship building

Process analysis

Education

High School diploma equivalency

Associate's degree

Bachelor's degree

Job description

• Collaborates with CX Onsite Team leaders to identify program opportunities.
• Analyzes people/process/tech processes and barriers and recommends actions based on gaps, trends, and needs.
• Builds collaborative relationships within discipline to support strategic objectives and move work forward.
• Programmatic leadership for continuous improvement for CX Onsite team priorities.
• Manages the national Service Recovery process and serves as a subject matter expert in this space for market CX teams and leaders, including regulatory requirements.
• Demonstrates and coaches others on exceptional conflict resolution skills in addressing dissatisfied consumers in alignment with our standards.

Your future role at a glance

• Location: Remote with up to 10% travel
• Department: Consumer Experience
• Schedule: Day Shift | Full-time
• Eligible for an annual bonus incentive

#CXJobs

How you’ll make an impact in this role

• Collaborates with CX Onsite Team leaders to identify program opportunities.
• Analyzes people/process/tech processes and barriers and recommends actions based on gaps, trends, and needs.
• Builds collaborative relationships within discipline to support strategic objectives and move work forward.
• Programmatic leadership for continuous improvement for CX Onsite team priorities.
• Manages the national Service Recovery process and serves as a subject matter expert in this space for market CX teams and leaders, including regulatory requirements.
• Demonstrates and coaches others on exceptional conflict resolution skills in addressing dissatisfied consumers in alignment with our standards.

What Minimum Requirements You’ll Need

Education and Work Experience:

• High School diploma equivalency with 3 years of cumulative experience OR Associate's degree/Bachelor's degree with 2 years of cumulative experience OR 7 years of applicable cumulative job specific experience required. 3 years of leadership or management experience preferred.

Additional Preferences

• 3-5 years of experience in health care operations, strategic integration or consumer experience

Benefits that help you thrive

• Comprehensive health coverage: medical, dental, vision, prescription coverage and HSA/FSA options
• Financial security & retirement: employer-matched 403(b), planning and hardship resources, disability and life insurance
• Time to recharge: pro-rated paid time off (PTO) and holidays
• Career growth: Ascension-paid tuition (Vocare), reimbursement, ongoing professional development and online learning
• Emotional well-being: Employee Assistance Program, counseling and peer support, spiritual care and stress management resources
• Family support: parental leave, adoption assistance and family benefits
• Other benefits: optional legal and pet insurance, transportation savings and more

Life at Ascension: Where purpose meets opportunity

Ascension is a leading nonprofit Catholic health system with a culture and associate experience grounded in service, growth, care and connection. We empower our 99,000+ associates to bring their skills and expertise every day to reimagining healthcare, together. Recognized as one of the Best 150+ Places to Work in Healthcare and a Military-Friendly Gold Employer, you'll find an inclusive and supportive environment where your contributions truly matter.

Equal employment opportunity employer

Ascension provides Equal Employment Opportunities (EEO) to all associates and applicants for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy, childbirth, and related medical conditions, lactation, breastfeeding, national origin, citizenship, age, disability, genetic information, veteran status, marital status, all as defined by applicable law, and any other legally protected status or characteristic in accordance with applicable federal, state and local laws. For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.

Fraud prevention notice

Prospective applicants should be vigilant against fraudulent job offers and interview requests. Scammers may use sophisticated tactics to impersonate Ascension employees. To ensure your safety, please remember: Ascension will never ask for payment or to provide banking or financial information as part of the job application or hiring process, our legitimate email communications will always come from an @ascension.org email address; do not trust other domains, and an official offer will only be extended to candidates who have completed a job application through our authorized applicant tracking system.

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