Sr. Program Manager, HR/Continuous Improvement in Secaucus, NJ at Quest Diagnostics

Date Posted: 1/19/2020

Job Snapshot

Job Description

Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact and a clear dedication to service. It’s about providing clarity and hope.

As a Sr. Program Manager supporting HR-related projects and continuous improvement efforts, you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

Job Summary

The Sr. Program Manager will lead a variety of large HR-related projects and complex continuous improvement and process improvement initiatives and teams to apply Quest Management System (QMS) principles and tools to ensure Quest Diagnostics is efficient and effective in the delivery of its services, solutions, and processes while improving customer and employee satisfaction. This position will also be responsible for coaching others to learn and apply QMS principles and tools to their daily work.

The Quest Management System (QMS) is Quest Diagnostics’ approach to using a set of proven tools and methodologies to drive successful execution of, and results from, key initiatives and day-to-day work. It is the structured way we manage, lead, and solve problems. It is built on 7 practices:

1.            Management approach & governance

2.            Breakthrough management and Hoshin planning

3.            Customer insights and solutions development

4.            Process management

5.            Continuous improvement

6.            Project management

7.            Change management

Quest Diagnostics follows a 10-step approach to continuous improvement and a 5-step approach to project management consistent with that of the world renown Project Management Institute (PMI): Initiate – Plan – Execute – Monitor – Close.

Job Responsibilities

  • Leads projects and working teams to effectively initiate, plan, execute, monitor, and close projects

    • Leads projects

      • Leads projects through issues, roadblocks, and problems

      • Acts as a change agent to drive teams toward success

      • Guides team members to perform through issues and constraints

    • Owns projects

      • Owns the timeline, budget, resource constraints, and deliverables / results

      • Shifts between the "big picture" and the small-but-crucial details

      • Is prepared to roll up their sleeves and work through detailed issues

    • Manages projects

      • Ensures all appropriate tools are completed and used effectively (e.g., charter, gantt chart, status updates)

    • Communicates

      • Actively communicates with project sponsors and stakeholders

      • Establishes regular points of communication

      • Manages sponsor and stakeholders expectations

    • Delivers the expected results

      • Performs root cause analysis on project shortfalls and takes corrective action as necessary

  • Applies project management tools and techniques, as well as other QMS principles and tools, toward a variety of large, and likely inter-related, projects within Human Resources

  • Applies lean and continuous improvement tools and techniques such as Six Sigma, Kaizen, 5S, etc.

  • Assists in the establishment and maintenance of a PMO including designing how information is rolled up and cascaded down, operating rhythms and mechanisms, and tracking against the key HR strategies

  • Coaches other employees on the use of various tools, concepts and practices foundational to QMS in order for Quest Diagnostics employees to build self-sufficiency, sustainability and scalability

  • Facilitates workshops and targeted improvement events to help teams quickly achieve strategic objectives

  • Works with the HR team to identify and prioritize continuous improvement opportunities

  • Active effort to achieve QMS bonze level certification within first 12 months of employment

  • Active effort toward obtaining a PMP certification administered by the Project Management Institute (PMI) required


1.      Demonstrated experience leading large or complex projects with multiple work streams from initiation to completion (7-10 years of experience)

2.      Demonstrated experience facilitating discussions or workshops

3.      Demonstrated experience using structured problem-solving skills: uses a systematic, disciplined and data-driven approach that identifies the root causes of various issues and designs solutions to resolve them

4.      Demonstrated ability to develop strong relationships with others

5.      Demonstrated experience leading change

6.      Demonstrated ability to design and lead a kaizen event

7.      Demonstrated ability to influence business leaders

8.      Advanced data analysis skills

9.      Skilled in statistical analysis

10.  Demonstrated experience with process management

11.  Basic knowledge of VOC tools

12.  General knowledge of Hoshin and breakthrough planning

13.  Effective written and verbal communication skills across multiple formats:  formal presentations, meetings, conference calls, e-mails, and memos 

14.  Skilled in Microsoft Word, Excel, PowerPoint, Project, Visio, and Share Point

Additional Duties

  • Participation in Communities of Practice

  • Leading of QMS training classes

  • Documentation of business processes

  • Completion of required continued learning


  • Bachelors’ degree required

  • Formal training in project management or continuous improvement methodologies (e.g., Six Sigma, Kaizen, Total Quality Management, Lean, Theory of Constraints) desired

Provided Training and Certifications

QMS “Core Practitioner Training” (internally provided and to be completed within 6 months of entering into the role) which includes:

  • PMP Certification (externally administered by the Project Management Institute) -- to be completed within 12-14 months of entering into the rolekills and Behaviors Critical for Success in the Role

Skills and Behaviors Critical for Success in the Role

  • Problem solving skills

  • Verbal communication skills

  • Written communication skills

  • Interpersonal skills

  • Decision making skills

  • Planning and organization skills

  • Negotiation skills

  • Influencing skills

  • Results-oriented

  • Creative

  • Persistent

  • Composed

  • Able to learn new concepts rapidly

  • Able to work independently with little supervision


  • 0-25% travel expected (expectations shown are targeted ranges; actual travel required will vary by project and can exceed or go below targeted amounts)
  • Although Secaucus is preferred, the team remains open in regards to location for the right candidate.


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