Senior Project Manager (Customer Solutions Management)

Department: Customer Solutions 

The Customer Solutions department in Quest Diagnostics is responsible to enhance customer satisfaction, enable sustainable business growth, and contribute to better healthcare outcomes supporting customers covering 20 states and a wide variety of geographies. The department also supports commercial growth through expert technical services, seamless customer onboarding, customer long term relationship management, and the successful implementation and lifecycle management of diagnostic lab testing, software, and workflows. With a strong emphasis on financial margin optimization, this department applies systems thinking and data analytics to identify improvement opportunities, drive evidence-based decision-making, and ensure high-impact service delivery. Lean Six Sigma methodologies are leveraged to lead continuous improvement, promote process standardization, and implement automation initiatives that increase efficiency, scalability, and consistency across operations.

Work Schedule: Hybrid ( 3 days onsite and 2 days work from home)

Travel: 25%

Position Summary:

We are seeking a highly analytical and results-driven Senior Project Manager to lead strategic initiatives focused on client onboarding, service solutions, end to end customer experience, and revenue growth in Customer Solutions Department. This role is ideal for a strong problem solver with Continuous Improvement mindset who excels at project management and analysis capabilities to lead cross functional projects, solve complex problems, deliver insights from data.

In this role, you will be a key influencer, change agent, partnering across cross-functional teams—including Customer Solutions, Laboratory Operations, Logistics, IT, and Commercial, Patient Services, Logistics, etc. to deliver seamless, scalable solutions for delighted end to end customer experience.

Project Management & Ownership:

• Lead large, cross-functional projects from initiation to successful completion with full accountability for results.
• Define and manage project scope, timelines, resources, dependencies, risks, and budgets.
• Develop and maintain documentation such as Project Charters, Gantt charts, and weekly status reports.
• Manage & improve end to end customer solutions including end to end client onboarding experience.
• Troubleshoot client/business related issues and serve as a liaison between the client and internal functions (sales, lab, billing, logistics, IT).

Stakeholder Engagement & Communication:

• Identify and manage stakeholders across all functions and levels of the organization.
• Establish clear communication plans and ensure timely, transparent updates to all parties.
• Present findings, project updates, and recommendations to leadership using data to influence and support decisions.

Business Analysis & Insights:

• Conduct end-to-end business analysis, including current state assessments, gap analysis, customer pain points, inefficiencies, improvement opportunities, process mapping, and future-state recommendations.
• Drive stakeholder alignment and decision-making through data and structured analysis.
• Leverage tools like Power BI, Tableau, Alteryx, or Excel to extract, transform, and analyze large datasets.
• Develop dashboards/visual reports to communicate trends, performance indicators, and operational insights.
• Use insights to guide strategy, track project KPIs/measure of success, and support proactive issue resolution.
• Perform root cause analysis (RCA) using data trends and statistical tools to drive problem-solving and process enhancements.

Continuous Improvement & Problem Solving:

• Apply Lean, Six Sigma, and other continuous improvement tools to streamline processes, reduce inefficiencies and improve
• Use structured RCA techniques (5 Whys, Fishbone, Pareto) to investigate and resolve recurring service or operational issues.
• Collaborate with cross-functional teams to design, implement, and monitor corrective action plans.

Coaching & Leadership:

• Mentor team members on project management and business analysis tools and methodologies.
• Promote a culture of customer-centricity, data-driven decision-making, and continuous improvement.
• Manage other responsibilities as required by evolving business needs.

Required Qualifications:

• Bachelor’s degree in Business, Healthcare Administration, IT or related field.
• 5–7 years of experience in project management and business analysis within healthcare, or laboratory services.
• Hands on experience in one of the data analysis and visualization using Power BI, Tableau, or Alteryx.
• High proficiency in Excel and PowerPoint; ability to translate data into actionable insights and narratives with a visual story telling approach to present to leadership.
• Demonstrated experience with stakeholder engagement and cross-functional collaboration.

Preferred Qualifications/knowledge:

• Certifications such as PMP, CBAP, Lean Six Sigma is preferred.
• End to end client onboarding experience in medical or clinical laboratory environments preferred.
• Familiarity with lab regulations (CLIA, CAP, HIPAA), CRM or ticketing systems like Sales Force.
• Understanding of medical and lab terminology
• Quest Diagnostics order to cash experience including lab billing knowledge is a plus. 

Core Skills:

• Project Management – Organized, results-driven leader capable of owning project delivery from end to end.
• Business Analysis – Excellent at gathering client/project requirements, analyzing workflows, and translating needs into clear documentation and solutions.
• Data & Insights – Ability to work with large datasets to identify trends, issues, and opportunities, and to present them in a compelling, actionable way.
• Customer Focus – Committed to delivering excellent service and improving the customer onboarding and support experience.
• Collaboration – Effective cross-functional communicator and problem solver who thrives in a team-oriented environment.
• Time Management & Prioritization – Strong multitasker who can meet deadlines in a fast-paced, evolving setting.
• Problem Solving – Skilled in RCA, able to co-create solutions with internal teams to fix recurring issues and improve future performance.
• Analytical Thinking – Comfortable using data, logic, and systems thinking to solve problems and drive improvements.
• Emotional Intelligence - Strong interpersonal awareness, empathy, and communication skills to influence stakeholders, navigate team dynamics and resolve conflict constructively without direct authority

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.