Associate Principal - Clinical Operating System

Company Description

Press Ganey is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood. 

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 

• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 

• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 

• Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 

• Better together: We check our egos at the door. We work together, so we win together. 

Press Ganey is committed to providing reasonable accommodations to qualified individuals with disabilities or disabled veterans in the hiring process. If you need assistance or an accommodation to apply for a position online or for your interviews or assessments, please contact us at [email protected] Please provide your contact information and the details of your request so we can best assist you.

At Press Ganey, our consultants partner with leading health systems to solve their most complex challenges—from experience design and engagement strategies to equity, safety, and workforce performance. We help organizations see what’s not working, align on what matters most, and build the systems and behaviors needed to drive sustained improvement.

Clinical Operating System (cOS) is Press Ganey’s tech-enabled operating system for how health systems deliver care every day. It connects leader standard work, frontline workflows, escalation, coaching, rounding, event reporting, analytics, governance, and technology into one integrated way of operating.

The Role

The Associate Principal will lead delivery of cOS engagements with health system clients, turning the operating model from concept into daily practice. This is field-based transformation work: standing with leaders and frontline teams in the work, helping them redesign how care is managed, escalated, coached, measured, and improved every day.

This is hands-on transformation work—helping organizations redesign how care is delivered day-to-day.

You will assess, implement, and sustain cOS across clinical environments by coaching leaders and frontline teams in daily management routines, standard work, and adoption of a supporting technology platform.

Additionally, this role will be integral to the formation and buildout of this strategic service line within Press Ganey.

This is a role at the intersection of clinical operations, change management, and technology-enabled transformation.

Location & Travel

• Remote (U.S.)
• ~80%, typically aligned to a primary client in the U.S. (Monday–Thursday onsite)

What You’ll Do

• Lead and support delivery of cOS engagements across the full lifecycle: assessment, implementation, go-live, sustainment, and evolution
• Coach leaders at all levels—unit, department, hospital, and system—on adopting cOS standard work and daily management routines
• Translate cOS methodology into practical, observable behaviors that improve reliability, accountability, and frontline engagement
• Serve as a trusted, credible on-site partner to clinical, operational, quality, safety, patient experience, and executive leaders
• Ensure implementations are both operationally sound and technology-enabled, with software embedded into workflows—not operating alongside them
• Partner closely with product, engineering, and analytics teams to surface workflow insights, adoption barriers, and enhancement opportunities
• Support adoption of cOS tools (dashboards, rounding tools, escalation workflows, event reporting, reliability metrics)
• Identify opportunities to reduce manual work through improved workflow design, automation, integration, or configuration
• Contribute to building and scaling a new cOS service line, including playbooks, tools, and repeatable delivery models

Why This Role

• This is for someone who wants to help build the next operating model for healthcare, and who is energized by making transformation real in the daily work of care teams.
• Build something new: Help shape and scale a next-generation service line from the ground up
• Do work that matters: Direct impact on patients, families, clinicians, and healthcare leaders
• Be on the front lines: Spend meaningful time in clinical environments driving real behavior change
• Operate across domains: Clinical operations, safety, quality, experience, engagement, and technology
• See results over time: Work in long-arc engagements where improvements compound and sustain
• Influence the future: Help evolve a technology-enabled operating model for health systems
• Bridge product + practice: Bring frontline insights directly into product and platform development

What We’re Looking For

• 15+ years of experience in acute care to include operations, clinical transformation, performance improvement, or high-reliability environments.
• Deep experience across patient experience, employee experience, safety, and/or quality solutions.
• Seeking a tech-forward healthcare operator or implementation leader.
• Have led real operational change in clinical settings.
• Understand how product, data, dashboards, workflow tools, and integrations influence adoption.
• Translate those insights into actionable improvements for both operations and technology teams.
• Understands how technology shapes how work gets done.
• Proven success implementing operational change—not just advising
• Deep experience with daily management systems (e.g., tiered huddles, leader rounding, visual management, escalation pathways, standard work)
• Ability to coach leaders in real time, from frontline managers to senior executives
• Strong systems thinking—able to distinguish local issues from broader operating model challenges
• Comfort working in active clinical environments (hospital units, shift changes, frontline workflows)
• Strong communication, facilitation, and relationship-building skills
• High level of ownership, adaptability, and credibility with clients
• Bachelor’s degree required

The expected base salary for this position ranges from $145,000 - $230,000.  It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results. 

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Press Ganey we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Additional Information for US based jobs:

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state, or local protected class. 

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/