The Project Manager, MedSurg Professional Services & Customer Success, serves as the primary point of accountability for internal and external stakeholders across customer-facing Endoscopy digital implementation projects. Success in this role requires the ability to lead complex, multi-dimensional projects; translate clinical and technical requirements into executable plans; influence without direct authority; identify and resolve risks early; and maintain customer confidence throughout the implementation lifecycle.
Job Responsibilities:
- Project leadership and accountability
- Own delivery of assigned Endoscopy digital implementation projects from intake through closure, ensuring alignment to scope, schedule, quality, customer adoption, and measurable outcomes.
- Develop and maintain comprehensive project plans, workstream schedules, milestone plans, RAID logs, decision logs, communication plans, and status reports.
- Lead project kickoffs, governance meetings, technical and clinical workstream meetings, milestone reviews, go-live readiness reviews, and project closeout activities.
- Serve as the primary liaison among customers, internal project teams, sales, clinical product specialists, service engineers, customer success, vendors, and line management.
- Endoscopy implementation delivery
- Plan and coordinate implementation activities for Endoscopy medical-device systems, including equipment, workstations, software, network products, and related hospital infrastructure.
- Partner with customer IT, clinical engineering, endoscopy leadership, facility teams, and Client technical resources to confirm site readiness, technical requirements, access, connectivity, configuration, and deployment sequencing.
- Coordinate equipment setup, organization, installation, configuration, testing, updates, and readiness activities in accordance with approved procedures and customer requirements.
- Guide project activities through planning, implementation, training, go-live, stabilization, adoption, and closure while maintaining clear ownership of next steps and acceptance criteria.
- Risk, issue, quality, and escalation management
- Proactively identify and manage risks across scope, schedule, cost, technical readiness, clinical workflow, adoption, quality, security, and customer satisfaction.
- Identify, prioritize, and resolve project issues promptly; escalate critical risks, issues, and decisions through the appropriate governance structure.
- Ensure customer complaints or concerns are documented, routed, and escalated in accordance with Client complaint-handling, quality, and service procedures.
- Promote safe, consistent, and repeatable implementation practices across customer sites and project teams.
- Stakeholder engagement and communication
- Build effective working relationships with internal and external customers, including technical, clinical, operational, executive, and vendor stakeholders.
- Translate complex technical and clinical information into clear decisions, actions, status updates, and recommendations for different audiences.
- Facilitate alignment among stakeholders with competing priorities and influence outcomes without direct authority.
- Maintain customer confidence by setting expectations clearly, communicating proactively, and following through on commitments.
- Differentiating factors
- Autonomy: Operates independently with minimal supervision and determines effective approaches to complex implementation challenges.
- Organizational impact: Drives the success of significant customer projects and processes while building consensus across functions and organizations.
- Innovation and complexity: Solves multi-dimensional problems spanning clinical workflows, technical infrastructure, medical devices, software, customer adoption, and operational readiness.
- Communication and influence: Engages effectively with hospital leaders, customer executives, technical and clinical teams, vendors, and Client leadership to negotiate outcomes and support informed decisions.
- Schedule: Ability to travel to customer sites as required; travel will vary by project phase and customer needs. This is a home-based role with travel as needed. Demonstrated ability to work independently and collaboratively is a necessity in prior experience. This role may require onsite work in hospitals and customer facilities, including equipment setup, implementation support, training, verification activities, and go-live support. Expected schedule for this role is 40 hours per week.
- Required Qualifications:
- Bachelor's degree in business, healthcare, information technology, engineering, clinical sciences, or related fields. Other education and combination of experience in lieu of a Bachelor's degree will be considered in similar roles.
- Minimum of 3 years of experience in