Customer Experience Project Manager

1.0 FTE Full time Day - 08 Hour R2545821 Hybrid 148610002 SBC Admin Marketing-Communications Allied Health PALO ALTO, 3373 Hillview Ave, California

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Day - 08 Hour (United States of America)

This is a Stanford Blood Center job.

A Brief Overview
The Customer Experience Project Manager I will provide operational and project support for the Marketing and Communications (MarCom) department. They are responsible for scheduling, project management of existing campaigns, community outreach event planning and coordination, promotional fulfillment, tracking departmental efficiency, and delivering excellent customer experiences primarily via email and phone interactions. Roughly 20% time contribution towards project leadership and 80% as a technical contributor.

Locations
Stanford Blood Center

What you will do

• Serve as Donor Relations primary contact: manage phone and email correspondence with donors, assisting with reward fulfillment, Donor ID requests, login support and technical guidance, maintain contact and suggestion logs.
• Coordinate event logistics and support event communications (e.g., manage vendor and event details for the annual Precious Mettle donor appreciation event).
• Serve as first point of contact for internal requests, maintain Service Request Form and log, ensure timely completion of deliverables across the team.
• Perform invoicing/budgeting tasks (e.g., enter daily/weekly expenses into Concur, maintain budget line-item entries, add new vendors and serve as MarCom point of contact for invoices, liaise with Finance/Admin team).
• Perform promotional and center order/milestone fulfillment (e.g., delivering Target Mondays redemption cards weekly, ensuring center supplies are well stocked, place orders with print vendors).
• Perform campaign project management (primarily for recurring campaigns such as bonus days and gift cards).
• Serve as primary warehouse and vendor contact (manage daily/weekly orders and inventory in Donor Loyalty Store and for all campaigns).
• Oversee process management and improvement, including optimizing project management templates and standard workflow documents (e.g., guidelines and checklists).
• Comply with governmental regulations and Stanford Health Care and Blood Center policies regarding health and safety. Observe and support good health and safety practices.
• Strictly observe privacy and security related policies, procedures and practices to preserve the integrity and confidentiality of medical and other sensitive information pertaining to donors, patients, research subjects, and employees. Act as a responsible information steward and treats information as sensitive and confidential in accordance with federal and state laws and with professional ethics, accreditation standards and legal requirements. Do not disclose protected health information inappropriately.
• May be required to enter areas where other individuals work with human blood; potential may exist for unanticipated exposure to bloodborne pathogens by splash or spill.

Education Qualifications

• Bachelor's Degree Required

Experience Qualifications

• 1 year to 2 years Customer service and administrative experience, or a combination of education and relevant experience Required

Required Knowledge, Skills and Abilities

• Advanced computer skills and demonstrated experience with office software and email applications.
• Coordination experience of public-facing events.
• Ability to manage projects from concept to completion, including helping to define objectives and strategies, developing content, executing projects/programs on time and within budget and analyzing results.
• Excellent organizational skills and attention to detail; ability to prioritize and assign work to others.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills with ability to motivate and drive collaboration cross-functionally without direct authority over those groups.
• Ability to exercise sound judgment routinely and independently in making decisions.
• Ability to take initiative and ownership of projects.

Preferred Knowledge, Skills and Abilities

• Ability to flourish in a fast-paced, collaborative environment.
• A passion for our vision to connect communities to provide hope for healing and alignment with our core values: integrity, accountability, collaboration, communication.
• Unwavering commitment to quality, accuracy, consistency, grammar, and adherence to brand standards in everything produced.
• Experience leading complex projects with multiple stakeholders.
• Experience supporting process improvement.

Licenses and Certifications

• CADL - California Drivers License - Valid And In State required Upon Hire

Physical Demands and Work Conditions

Physical Demands

• Frequent Sitting.
• Occasional Walking.
• Frequent Standing.
• Occasional Bending.
• Occasional Squatting.
• Seldom Climbing.
• Seldom Kneeling.
• Seldom Crawling.
• Frequent Hand Use.
• Frequent Repetitive Motion Hand Use.
• Frequent Grasping.
• Frequent Fine Manipulation.
• Occasional Pushing and Pulling.
• Occasional Reaching (above shoulder level).

Lifting

• Occasional lifting of 0 - 10 lbs. 0 to 3 in height
• Occasional lifting of 11 - 20 lbs. 0 to 3 in height
• Seldom lifting of 21 - 30 lbs. 0 to 3 in height
• Seldom lifting of 31 - 40 lbs. 0 to 3 in height
• lifting of 40 lbs. 0 to 0 in height

Carrying

• Seldom lifting of 0 - 10 lbs. 1 to 50 in height
• Seldom lifting of 11 - 20 lbs. 1 to 50 in height
• Seldom lifting of 21 - 30 lbs. 1 to 20 in height
• Seldom lifting of 31 - 40 lbs. 1 to 20 in height
• lifting of 40 lbs. 0 to 0 in height

Working Environment

• Occasional Driving cars, trucks, forklifts and other equipment.
• Seldom Working around equipment and machinery.
• Seldom Walking on uneven ground.
• Seldom Working with biohazards such as blood borne pathogens, hospital waste, etc..
• Occasional Other (please list each item under Comments):. Work on evenings and weekends Local travel required

Blood Borne Pathogens

• Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $40.46 - $52.61 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.