Senior Manager, Survey Operations & Client Experience (Hybrid)

About the role

The American Medical Association (AMA) is seeking a Sr. Manager Program, OB (Hybrid) for our Mission Operations team. This is a hybrid position reporting into our Chicago, IL office, requiring 3 days a week in the office.

Responsibilities

• Own end-to-end delivery of the Organizational Biopsy™ program including client acquisition and product demonstrations, client onboarding, survey configuration and administration, assistance with driving response rates, preparation of reporting deliverables, and issue resolution.
• Develop and implement operational changes related to Organizational Biopsy™ delivery, partnering with physician faculty, Data and Technology, MMX, and senior leadership as appropriate.
• Oversee core survey operations, including timelines, workflows, quality controls, and exception handling.
• Design, document, and refine internal workflows, tools, and operating procedures to improve efficiency, consistency, and delivery quality.
• Drive continuous improvement of Organizational Biopsy™ operations based on delivery experience, client feedback, and evolving program needs.
• Partner with the Data and Technology team to translate client insights and internal workflow needs into survey platform enhancements and requirements that streamline operations and strengthen the client experience.
• Lead Organizational Biopsy™ demo calls and support sales, onboarding, and renewal conversations independently and in partnership with MMX commercial and service teams where relevant.
• Serve as the senior relationship owner for Organizational Biopsy™ clients, tracking relationship health, milestones, renewals, and risk across the portfolio.
• Independently develop and execute service recovery plans for high-touch or at-risk clients, exercising judgment to resolve issues proactively and in line with resource or methodology constraints.
• Act as the primary escalation point for Organizational Biopsy™ client service challenges, coordinating resolution across Faculty, Data, and Technology partners.
• Maintain close coordination with the Activation team, MMX service team, and Joy in Medicine team to ensure a seamless, coherent client experience across touchpoints.
• Lead and/or support program evaluation and customer understanding efforts.
• Program Operations and Enablement:
  • Set clear standards, expectations, process documentation, and workflows to ensure consistent service quality and execution.
  • Own cross-functional coordination and handoffs across Product, Faculty, Data, Marketing, Legal, and Technology teams.
  • Inform staffing, resourcing, and capacity planning decisions for Organizational Biopsy based on projected survey volumes and client growth as well as planned process efficiency gains.
  • Define and oversee training, onboarding, and enablement related to demos, survey setup, survey execution, and deliverable creation processes.
• Staff Management:
  • Lead, mentor, and provide management oversight for staff.
  • Responsible for setting objectives, evaluating employee performance, and fostering a collaborative team environment.
  • Responsible for developing staff knowledge and skills to support career development.

Requirements

• Bachelor's degree required
• 7+ years of experience in leading delivery of client-facing surveys, assessments, or evaluation programs, with direct ownership of client relationships, operational execution, and service quality.
• Demonstrated experience owning delivery and evolution of survey-based programs, balancing client relationships, operational systems, and quality standards in complex, ambiguous contexts.
• Experience in people management required; able to attract and develop talent.
• Strong client relationship management skills, including the ability to build trust, manage risk, and hold firm on standards in the face of client pushback.
• Ability to navigate ambiguity, exceptions, and competing priorities while maintaining program rigor, credibility, and consistency.
• Ability to translate methodological, product, or analytic requirements into clear, repeatable operational processes and refine them based on delivery experience.
• Experience overseeing operational workflows involving data collection, quality control, and delivery at scale, including identifying and addressing systemic gaps.
• Working understanding of health systems, including organizational structures, decision-making dynamics, and operational constraints.
• Familiarity with health systems, physician roles, practice environments, and professional culture, and how these shape engagement with survey and evaluation programs strongly preferred.
• Ability to use feedback, data, and delivery experience to refine processes and participant experience.
• Strong communication and coordination skills, enabling effective collaboration across service, data, technology, and faculty partners.
• Some travel required.

Pay

The salary range for this position is $104,872-$138,737. This is the lowest to highest salary we believe we would pay for this role at the time of this posting.

Schedule

This role is a hybrid position requiring 3 days a week in the office.