Sr. QMS Program Manager in Teterboro, NJ at Quest Diagnostics

Date Posted: 11/21/2019

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. QMS Program Manager for our East Region, 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 operational projects/programs across Quest’s East Region. This includes moving from our current Teterboro lab to state of the art lab at Clifton, NJ. The Sr. Program Manager will work with several cross-functional teams, including logistics, customer solutions, billing, vendors, etc., to drive a seamless transition to Clifton Lab. The Sr. Program Manager will 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 5-step approach to project management consistent with that of the world re-known 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)

- 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

• Establishes and leads programs comprised of multiple projects, including designing how information is rolled up and cascaded down, operating rhythms and mechanisms, and tracking against the integrated set of milestones and deliverables

• 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

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

Qualifications/ Job Requirements

  1. Demonstrated experience leading large, complex projects with multiple work streams /cross-functional teams from initiation to completion (7+ years of experience)

  2. Healthcare experience is preferred; experience supporting a highly regulated industry is required.

  3. Demonstrated experience facilitating discussions or workshops

  4. Demonstrated ability to develop strong relationships with others

  5. Demonstrated experience leading change

  6. Demonstrated ability to influence business leaders

  7.  Demonstrated data analysis skills

  8. Experience with process management

  9. Basic knowledge of VOC tools

  10. General knowledge of Hoshin and breakthrough planning

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

  12.  Skilled in Microsoft Project, Word, Excel, and PowerPoint

Additional Duties
• Participation in Communities of Practice
• Leading of QMS training classes
• Documentation of business processes
• Completion of required continued learning

• Bachelor's degree required; Advanced degree preferred
• Formal training in project management or continuous improvement methodologies (e.g., Six Sigma, 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:

  • Customer Insights training

  • Process Management training

  • Continuous Improvement

  • Project Management training

  • Change Management training

  • Other (e.g., Influencing without Authority, Vertical and Horizontal Logic, Writing Business Cases)

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
• Results-oriented
• Creative
• Persistent
• Composed
• Able to learn new concepts rapidly
• Able to work independently with little supervision


The Sr. QMS Program Manager will be based with our Teterboro, NJ, lab. Occasional evening work may be required, as our Teterboro lab is operational 24/7.

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