JOB SUMMARY

We are seeking an experienced Customer Experience, Operations Lead to oversee the deployment and management of intercepts on our company website, customer app, and web platforms. In addition, the candidate will have experience in general survey design and execution. These surveys either collect insights as standalone projects or eventually serve the basis for intercept collection. Intercepts are crucial for 
gathering customer feedback metrics such as Customer Satisfaction (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS). The ideal candidate will have experience coordinating intercept deployment and collaborating with cross-functional teams – including VoC program managers, Patient Experience, engineers, software developers, and product managers. You’ll help to ensure the seamless deployment and operation of these feedback mechanisms to ultimately drive customer-centric solutions that contribute to exceptional healthcare experiences.

\n

Salary Range:

\n

The pay range for the position is $121k annually (entry-level qualifications) - $210k annually (highly-experienced). The specific rate will depend upon the successful candidate's specific qualifications and prior experience. 

\n

Key Responsibilities:

\n

Intercept Deployment and Management:

\n\nOversee the implementation and maintenance of VoC intercepts across digital platforms. \nCollaborate with engineer and development teams to ensure technical feasibility and optimal performance of intercept tools.\nMonitor the quality of intercept performance and troubleshoot issues to improve the accuracy of continuous data collection\n\n

Intercept Platform Health and Optimization:

\n\nMaintain and optimize the hosting platform (e.g., Qualtrics, Medallia) to ensure stable, efficient, and scalable intercept deployment.\nIdentify opportunities to enhance intercept hosting, including workflow automation, performance improvements, and system integrations. \nRegularly audit and refine dashboards to provide key stakeholders with clear, actionable insights. \nWork with analytics and engineer teams to streamline reporting mechanisms, ensuring that data visualization and insight delivery are as efficient and effective as possible.\nStay informed about advancements in VoC platforms and recommend best practices for improving system functionality and data reporting.\n\n

Cross-Functional Collaboration:

\n\nStakeholder relationship management: risk mitigation and alignment \nWork closely with product management, VoC programmers, and development teams to align VoC initiatives with business objectives.\nCommunicate customer feedback insights to stakeholders, facilitating data-driven decision-making.\nCoordinate with analytics teams to interpret feedback data and identify actionable insights.\n\n

Process Optimization:

\n\nDevelop and refine processes for efficient VoC data collection and analysis.\nImplement best practices for intercept survey design, targeting, and deployment to maximize response rates and data quality.\nStay informed about industry trends and emerging technologies to enhance VoC strategies.\n\n

Reporting and Analysis:

\n\nCreate comprehensive reports and dashboards to visualize customer feedback metrics.\nPresent findings to senior leadership, highlighting key trends and areas for improvement.\nTrack the impact of implemented changes on customer satisfaction and operational performance.\n\n

Survey Design and Execution:

\n\nSelect and implement survey question types, formats, and methodologies, ensuring consistency and alignment with transactional and experience metrics with data analysis needs.\nPlan and execute quantitative research projects to gather insights into user behavior, preferences, and interactions\n\n

\n

Key Qualifications:

\n

Experience:

\n\nProven track record of managing digital feedback tools and platforms.\nExperience collaborating with technical teams and understanding of web/app development processes.\n\n

Skills:

\n\nStrong analytical skills with the ability to interpret complex data sets.\nExcellent communication and interpersonal skills.\nProficiency in VoC tools (e.g., Qualtrics, Medallia) and data visualization software.\nAbility to manage multiple projects simultaneously and meet deadlines.\n\n

Preferred Qualifications:

\n\nFamiliarity with healthcare industry standards and patient feedback mechanisms.\nKnowledge of regulations in managing data privacy, PII, and PHI, and best practices in customer feedback collection\n\n

BENEFITS

Our competitive benefits package includes the following
- Immediate eligibility for health and welfare benefits
- 401(k) savings plan with dollar-for-dollar match up to 5%
- Tuition Reimbursement
- PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level

 QUALIFICATIONS

\n\nEDUCATION - Bachelor's or 4 years of work experience above the minimum qualification\n EXPERIENCE - 7 Years of Experience\n