Project Management Specialist

Mather is a pioneer in the senior living/senior services sector, known for our innovative approaches and commitment to service excellence. We are dedicated to providing extraordinary experiences for our residents, family members, and the broader community. We are currently seeking an experienced and dynamic Project Manager to join our team and support our mission of delivering high-quality, consistent, and innovative services.

The Project Management Specialist will play a crucial role in managing projects aimed at defining Operationalizing Mather’s Brand and Experiences. The Project Management Specialist will work to organize a framework and materials to support service excellence standards, signature programs, and an Experience Playbook. This role will require a strategic thinker with a customer service lens, operational experience, and a strong background in change management. The Project Management Specialist will work closely with cross-functional teams to ensure that projects are executed successfully and align with Mather’s strategic goals further supporting resident, customer, and team member experiences. The Project Management Specialist will work to standardize what is core, common, and uniquely Mather in our offerings, ensuring that our brand and values are consistently represented across all initiatives.  vision. Collaboration will be essential to bring Mather’s brand promise to life and make it real for team members, residents, family members, and external partners.

 This position is full-time, hourly, and  based out of Mather's HQ office in Evanston, Illinois. 

ESSENTIAL FUNCTIONS

• Project Management: Manage the planning, execution, and delivery of projects that support the implementation of Operationalizing Mather’s brand and experiences which include service excellence standards, signature programs, and an Experience Playbook.
• Operational Standards: Establish and maintain operational standards to ensure consistent and high-quality service delivery across all projects.
• Change Management: Apply change management principles to facilitate successful project adoption and implementation, ensuring minimal disruption and maximum acceptance.
• Collaboration: Work with cross-functional teams to ensure project objectives are met within scope and time, fostering a culture of collaboration and continuous improvement.
• Innovation: Identify and implement innovative solutions to enhance operational efficiency and customer experience.
• Process Improvement: Analyze internal operations to identify areas for system-wide process enhancements that improve customer experience.
• Reporting: Monitor and report on project progress, performance, and outcomes to stakeholders, ensuring transparency and accountability.
• Customer Service Focus: Develop and implement strategies to enhance customer engagement and satisfaction, ensuring that customer expectations and preferences are met.
• Administrative Duties: Perform administrative tasks such as scheduling meetings, preparing reports, maintaining project documentation, and assisting with other administrative functions as needed to support goals.

QUALIFICATIONS AND SKILLS:

• Bachelor’s degree in Business Administration, Project Management, or a related field. PMP certification is a plus.
• Minimum of 5 years of experience in project management, with a focus on service excellence and customer service.
• Strong knowledge of change management principles along with the ability to educate and influence for successful adoption of desired practices.
• Demonstrated ability to work and lead effectively with cross-functional teams.
• Excellent communication, leadership, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Experience with process improvement methodologies (Lean, Six Sigma, Agile).
• Proficiency in project management software and tools.
• Ability to manage multiple projects simultaneously and meet deadlines.
• Experience in brand management, with the ability to document and articulate brand standards using hospitality language.
• Solid understanding of customer service principles and best practices in the hospitality industry or with luxury brands.

Skills and Competencies:

• Exceptional project management skills with a keen eye for detail.
• Strong computer skills with MS Office Suite.
• Deep understanding of customer service principles and best practices.
• Ability to lead, motivate, and manage project teams.
• Excellent organizational and time management skills.
• Ability to excel in a fast-paced environment, with a proactive and adaptable mindset.
• Strong stakeholder management and negotiation skills.
• High level of initiative and self-motivation.