Director, CX Delivery

Company Description

PG Forsta 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.

Our Mission:

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

Our Values:

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.

The Director, CX Implementation is a senior leadership role responsible for overseeing the end-to-end delivery, implementation, and post-launch support of a comprehensive Consumer Experience (CX) product suite. This leader drives operational excellence, portfolio-level coordination, client satisfaction, and measurable business outcomes across complex, multi-product consumer engagement programs.

Reporting to senior leadership, this role defines and executes strategic implementation initiatives, manages the overall health of the client portfolio, and serves as a key connector across Sales, Product, Engineering, and Support teams. The Director leads, mentors, and scales a high-performing team of Delivery Managers, Implementation Specialists, and Application Support Engineers, fostering a culture of accountability, innovation, and continuous improvement.

Key Responsibilities:

Strategic Leadership & Portfolio Management

• Lead the delivery and post-launch support across a portfolio of Consumer Experience (CX) product implementations, ensuring seamless coordination and value realization for healthcare clients deploying multiple solutions.
• Develop and execute a North Star strategy for implementation and support operations, aligning people, processes, technology, and success metrics to drive scalability, efficiency, and consumer value.
• Partner with Product, Sales, and Technology leadership to align implementation operations with broader business objectives, client needs, and evolving product roadmaps.
• Govern the integrated implementation lifecycle across the Consumer Experience suite, ensuring consistency, quality, and satisfaction at scale.

Executive Client Engagement & Satisfaction

• Serve as an escalation point for strategic clients, driving rapid resolution, continuous improvement, and sustained success post-implementation.
• Champion the voice of the consumer internally, advocating for enhancements to service delivery, product functionality, and end-user experiences.
• Monitor portfolio health through dashboards and reporting tools, providing senior leadership with insights into delivery progress, risk areas, and opportunities for growth.

Organizational Leadership & Team Development

• Recruit, mentor, and develop a high-performing team of CX Client Implementation Managers.
• Create a high-accountability culture with clear goals, KPIs, and professional growth pathways.
• Drive cross-functional collaboration to eliminate barriers, optimize workflows, and ensure team alignment with strategic objectives.

Process Excellence & Continuous Improvement

• Establish and refine implementation and post-implementation methodologies that maximize speed, quality, and transparency across the consumer journey.
• Implement best-in-class project, program, and portfolio management practices to drive operational excellence and scalability.
• Leverage data-driven insights to improve delivery execution, consumer satisfaction, and internal efficiencies.

Cross-functional Collaboration & Governance

• Partner closely with Sales to ensure accurate scoping and seamless transition from pre-sales through delivery.
• Provide critical feedback loops to Product Management and Engineering based on real-world client and consumer experiences.
• Contribute to strategic planning and operational reviews through portfolio-level insights and recommendations.

Qualifications:

Education & Experience

• Bachelor's degree in Business, Technology, or a related field; Master's degree or relevant certifications (e.g., PMP, ITIL, PgMP) highly preferred.
• 10+ years of experience leading complex delivery, implementation, or client success initiatives in Consumer Experience technology, SaaS, or healthcare environments.
• 3-5 years of leadership experience managing multi-product delivery portfolios and cross-functional implementation teams.

Don't meet every single requirement?Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At PG Forsta we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Additional Information for US based jobs:

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state, or local protected class.

Pay Transparency Non-Discrimination Notice - Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

All your information will be kept confidential according to EEO guidelines.

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