At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

Position is responsible for managing small scale projects in support of hospital business objectives.

The Project Manager, Consumer Experience Design will be responsible for planning, coordinating, and driving execution of consumer experience initiatives across Memorial Hermann, ensuring the team’s journey mapping, research, and design work translates into scaled, on-the-ground results. The incumbent will partner closely with the Director and Managers of Consumer Experience Design, as well as local and system-level stakeholders, to build project plans, manage timelines, and remove barriers. Responsible for coordinating cross-functional teams, tracking program metrics, and maintaining the operational infrastructure that allows the design team to focus on human-centered solutions—building buy-in and consensus along the way. Typically reports to the Director, Consumer Experience Design.

The Project Manager partners with operational and executive leaders to move human-centered experience initiatives from design into reality across Memorial Hermann. This role manages project timelines and dependencies, coordinates workshops and cross-functional collaboration, tracks consumer feedback and program evaluation data, and supports the coordination of the design projects that enhance patient and caregiver experiences. Candidates should have healthcare experience, strong project management skills, and the ability to coordinate across diverse stakeholder groups. Healthcare experience is strongly preferred, and familiarity with Epic (reporting and/or workflows) and Lean Six Sigma methodology are highly valued. This position requires regular travel to Memorial Hermann locations throughout the Houston area and candidates must be based in or willing to relocate to Houston.

Job Description

Must reside in the Greater Houston area and be able to travel to all Memorial Hermann locations.

Desired Skills

Healthcare experience strongly preferred
Experience in project management within consumer experience, service design, or process improvement environments.
Experience tracking and analyzing patient/consumer satisfaction survey metrics to drive service improvement
Lean Six Sigma certification (Green Belt or higher preferred) or demonstrated experience applying Lean Six Sigma methodologies to project tracking
Strong project management, planning, and implementation skills, including managing multiple concurrent initiatives
Strong written and verbal communication skills, including reporting to executive-level audiences
Experience facilitating cross-functional or cross-organizational teams and coordinating stakeholder deliverables
Strong relationship-building skills with the ability to influence and coordinate without direct authority
Comfortable working in ambiguous, fast-paced environments with multiple priorities and shifting timelines

Minimum Qualifications

Education: Bachelor's degree in business or related field, or comparable combined education and experience

Licenses/Certifications: (None)

Experience / Knowledge / Skills:

Two (2) years work experience leading special projects
Experience leading work teams
Demonstrated pattern of growth in ability to lead others
Planning and organizational skills
Excellent communication skills
Understanding of project management processes

Principal Accountabilities

Provides leadership to assigned projects.
Performs project management administrative tasks.
Assumes responsibility for the success of assigned projects or portions of projects.
Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.
Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.
Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.
Other duties as assigned.

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Project Manager - Consumer Experience

Job Description