Sr. Project Manager, Customer Solutions; Hybrid

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 supports commercial growth through customer services like seamless end to end customer onboarding, customer issue resolution, saving customers at risk, customer account set up, dedicated customer support, 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, the 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.

We are seeking a highly analytical and results‑driven Senior Project Manager with strong execution discipline to lead strategic initiatives focused on revenue growth opportunities, digitization & modernization, and improve margins in the Customer Solutions Department. This role is ideal for a strong problem solver with Continuous Improvement & innovative mindset who excels at project management and business analysis capabilities to lead cross‑functional projects, solve complex problems, deliver insights from data and digitize/modernize operations with innovation.

In this role, you will be a key influencer, change agent, partnering across cross‑functional teams, including Customer Solutions, Billing, Laboratory Operations, IT, and Commercial, Patient Services, Lab, Health Plans, etc. to deliver seamless, scalable solutions for revenue growth.

This position is hybrid (3 days on site) and may sit in Wood Dale, IL, Lenexa, KS, Denver, CO, Cincinnati, OH or St. Louis, MO.

• Lead end‑to‑end strategic complex projects like client facing integrations as well as business transformation initiatives including digitization, ensuring seamless transitions and successful realization of operational and financial synergies.
• Execute projects using strong project management discipline with project planning, risk/dependencies identification & mitigation, impact analysis, financials, Gantt charts, cost vs benefit analysis, managing timelines with strong execution discipline to deliver complex large projects on time.
• Identify continuous improvement opportunities for department to scale revenue, digitize, modernize operations and implement end‑to‑end execution to improve organizational growth & margins.
• Develop high‑impact, visual dashboards to communicate department‑wide program health for all projects in the department across all teams.
• Collaborate with operation, project management and technical team to innovate and automate manual workflows, implementing best practices for productivity improvement and measure KPI.
• Drive stakeholder alignment and strategic decision‑making balancing business goals, operational impact/KPIs, data insights to make informed recommendations based on thorough data and deep‑structured analysis by leveraging tools (like Power BI, Tableau, Alteryx, or Advanced Excel) to extract, transform, and analyze large datasets.
• Drive modernization and digitization initiatives by identifying, evaluating and implementing innovative technology solutions that enhance operational efficiency and departmental capabilities.
• Align diverse teams in a matrix environment to ensure efficient execution.
• Proactively mitigate operational risks and ensure strict adherence to regulatory standards.
• Deploy lean methodologies and process mapping to streamline business workflows with process improvement or technology adaptation ensuring sustainable change management.
• Collaborate with the team from Customer solution, lab, billing, commercial, finance, compliance and IT for alignment, risk management, governance and decision making to enhance processes to…