Director Partner Services – Client Enablement & Project Management Office

Discover Vanderbilt University Medical Center:  Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery, and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. Vanderbilt Health is committed to an environment where everyone has the chance to thrive and where your uniqueness is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt’s mission is to advance health and wellness through preeminent programs in patient care, education, and research.

Organization:

Center for Patient and Professional Advocacy

Job Summary:

We are looking for a strategic and systems-minded Director of Partner Services to elevate our client delivery & operational capabilities through scalable tools, templates, and enablement strategies and projects. This role functions as an internal consultant—designing and deploying repeatable assets that enhance the value we deliver to our marquee clients. This role will also lead internal (manage intake, prioritize, facilitate) strategic growth and special projects.

You will lead internal initiatives that improve delivery consistency, accelerate & propel new partner onboarding, and empower client-facing teams. This is a high-impact role with the opportunity to shape the future of our delivery model and eventually lead a growing PMO function.

.

KEY RESPONSIBILITIES

• Design and build scalable toolkits, templates, and frameworks that enhance client onboarding, engagement, and success.

• Develop reusable project plans, communication templates, and enablement resources for use across client accounts.

• Manage internal strategic projects that improve delivery operations and client experience.

• Lead process analysis and design efforts. 

• Mentor and manage a project manager, with potential to grow the team as the function scales.

• Collaborate with cross-functional teams (Leadership, Faculty, Partner Relationship Managers, Learning Education Designers, IT) to ensure alignment and adoption of best practices.

• Apply change management and communication strategies to drive internal adoption and client impact.

• Continuously assess and improve internal processes to support growth and operational excellence.

• Bring and build project management expertise and acumen for maximum success. Establish best-practice driven PMO for maximum impact across the Center. 

Qualifications

• 8+ years of experience in consulting, client success, or internal strategy roles.

• Strong project management skills with experience building and managing scalable systems.

• Excellent PowerPoint and communication skills; able to distill complexity into clarity.

• Experience with Visio and process mapping. 

• Experience managing internal initiatives and cross-functional collaboration.

• Familiarity with change management frameworks and organizational transformation.

• Background in healthcare, SaaS, or enterprise services is highly desirable.

• Experience with building, leading, and participating in PMO structure. 

• PMP-certification is preferred.

About the Department:

Vanderbilt Health Center for Patient and Professional Advocacy

The Vanderbilt Health Center for Patient and Professional Advocacy (CPPA), provides services, education and research that support the pursuit of professionalism and high reliability for medical centers and health systems worldwide.

Our programs, PARS® (Patient Advocacy Reporting System) and CORSsm (Coworker Observation Reporting System), use the observations and experiences of patients, families and fellow medical team members to create local and national data and discipline-specific benchmarks to identify, address and support the small group of physicians, advanced practice professionals, nurses, physician assistants and academic/research faculty who model disrespect towards patients, colleagues and trainees.  

The CPPA team, in partnership with research colleagues across the United States, has shown that clinical team members identified as modeling disrespect are associated with excessive malpractice claims experience. Their patients are at elevated risk for experience avoidable medical and surgical complications. Disrespectful behavior has also been shown to contribute to nursing turnover, reduce job satisfaction and threaten teamwork. In addition, individuals identified as high risk may be facing challenges that interfere with their ability to perform at their best professionally. 

CPPA partners with leaders from more than 300 health systems worldwide. Our work supports the core values and professional expectations that are foundational for effective teams in pursuit of high reliability and the delivery of safe, high-quality health care, education and research.

Our professional administrative functions include critical supporting roles in information technology and informatics, finance, administration, legal and community affairs, human resources, communications and marketing, development, facilities, and many more.

At our growing health system, we support each other and encourage excellence among all who are part of our workforce. High-achieving employees stay at Vanderbilt Health for professional growth, appreciation of benefits, and a sense of community and purpose.

Core Accountabilities:

* Organizational Impact: Implements strategies for a sub function with direct impact to the function results.* Problem Solving/ Complexity of work: Resolves highly complex business issues that are often unprecedented that have immediate impact on own sub-function or entity and wider implications to the organization. * Breadth of Knowledge: Applies expertise within professional/technical area and uses advanced business knowledge to develop objectives.* Team Interaction: Leads a sub-function serving the organization at large or across one or more entity(s).

Core Capabilities :

Supporting Colleagues: - Develops Self and Others: Acts upon constructive feedback from all levels of the organization and initiates strategies to develop talent in others. - Builds and Maintains Relationships: Leverages relationships and insight to forecast potential future needs and influence delivery of work to exceed expectations. - Communicates Effectively: Anticipates difference audience concerns, styles and finds mutually beneficial solutions across conflicting and sensitive issues. Delivering Excellent Services: - Serves Others with Compassion: Demonstrates in-depth knowledge of broad-based issues and considers the interests of others to improve satisfaction of services. - Solves Complex Problems: Critically evaluates complex information and identifies trends/risks to make recommendations to improve processes across areas. - Offers Meaningful Advice and Support: Provides ongoing feedback and development discussions to motivate and support team members to maximize performance. Ensuring High Quality: - Performs Excellent Work: Anticipates problems or obstacles which may interfere with quality standards and develops plants to ensure area's quality standards are met. - Ensures Continuous Improvement: Routinely draws upon valuable learning from others, past experiences, and new information to determine key opportunities. - Fulfills Safety and Regulatory Requirements: Develops appropriate corrective actions for unsafe environments in order to ensure operational and safety compliance. Managing Resources Effectively: - Demonstrates Accountability: Identifies potential obstacles to goal achievement and develops solutions to address those obstacles. - Stewards Organizational Resources: Creates the appropriate systems and processes to effectively manage resources. - Makes Data Driven Decisions: Applies in-depth knowledge of data to recommend and implement new approaches to improve decision making capabilities. Fostering Innovation: - Generates New Ideas: Identifies opportunities and leads development of new initiatives that create value across areas. - Applies Technology: Creates the energy and drive for self/others to identify and leverage technology in new, innovative ways to drive greater efficiencies. - Adapts to Change: Anticipates the change process and clearly communicates impact on others/own team(s), assisting them in embracing the change.

Position Qualifications:

Responsibilities:

Certifications:

Work Experience:

Relevant Work Experience

Experience Level:

7 years

Education:

Bachelor's

Vanderbilt Health is committed to fostering an environment where everyone has the chance to thrive and is committed to the principles of equal opportunity.  EOE/Vets/Disabled.