Senior Manager, Voice of Consumer (VOC)

The Role

The Senior Manager, Voice of Consumer (VOC) is responsible for leading the end-to-end design, implementation, product ownership, and operationalization of SCAN’s enterprise VOC platform and program. This role translates member, provider, and operational feedback into actionable insights, while owning the VOC platform roadmap, ensuring adoption, and driving measurable improvements across the organization.

VOC Platform Product Ownership

• Serve as the primary business owner of the Voice of the Consumer (VOC) platform, managing the roadmap, backlog, and priorities aligned with business objectives.
• Translate VOC strategy into platform capabilities and enhancements, partner with IT, vendors, and product teams on configuration and development, and drive adoption, performance, scalability, and continuous improvement.

VOC Program Implementation & Execution

• Lead end-to-end implementation of the VOC platform and program, including workflows, business requirements, integrations, timelines, and deliverables.
• Drive execution across multiple workstreams while proactively managing risks, dependencies, and blockers to ensure successful delivery.

Insight Translation & Business Action

• Convert qualitative and quantitative feedback into actionable business requirements and operational improvements.
• Synthesize insights from surveys, service recovery, call data, and other sources to identify root causes, prioritize solutions, and drive measurable business outcomes.

Cross-Functional Leadership & Dependency Management

• Partner across Product, Technology, Operations, and vendor teams to advance VOC initiatives.
• Manage dependencies, align stakeholders, and drive accountability to ensure coordinated execution of enterprise priorities.

Deliverable Ownership & Quality

• Own VOC program deliverables, including process flows, business requirements, insights, and reporting.
• Ensure quality, consistency, and timely delivery through standardized methodologies, templates, and best practices.

Meeting Leadership & Stakeholder Engagement

• Facilitate effective, outcome-driven meetings that promote alignment, decision-making, and execution.
• Communicate complex concepts clearly while building strong stakeholder relationships across all organizational levels.

VOC Operations & Closed-Loop Action

• Implement and manage closed-loop feedback processes, including service recovery, escalation management, reporting, and issue resolution.
• Establish ownership and accountability mechanisms while advancing the VOC platform as the enterprise source of truth for customer experience insights and action.

Your Qualifications

• Bachelor's Degree or equivalent experience.
• 5 years of related experience in the Healthcare, Health Plan, or Managed Care space, with Consulting experience highly preferred.
• Experienced in managing a cross functional implementation is required.
• 3-4 years of leadership experience is required.
• Product Management & Ownership: Ability to define, prioritize, and deliver VOC platform capabilities, roadmap priorities, and backlog items aligned to business needs and outcomes.
• Program Execution: Ability to manage complex initiatives, workstreams, timelines, dependencies, and deliverables from planning through implementation.
• Data Analysis & Insight Generation: Ability to synthesize qualitative and quantitative data into meaningful insights, recommendations, and business actions.
• Strategic & Structured Problem Solving: Ability to identify root causes, evaluate options, and develop structured, data-driven solutions that support business strategy.
• Process Design & Continuous Improvement: Ability to map, design, optimize, and improve end-to-end workflows, tools, processes, and program performance.
• Cross-Functional Leadership: Ability to align stakeholders, manage dependencies, and drive execution across internal teams, external partners, and vendors.
• Stakeholder Engagement & Influence: Ability to build relationships, align expectations, influence decisions, and drive accountability across business and technical partners.
• Communication: Ability to clearly articulate complex concepts, insights, requirements, and recommendations to both technical and non-technical audiences.
• Change Enablement: Ability to support adoption of new tools, processes, and ways of working through clear communication, enablement, and ongoing support.
• Leadership - Skilled to develop others.
• Problem Solving - Make critical decisions, often involving high-level risk assessment and the ability to adapt to changing circumstances.
• Strategic Mindset - Formulates strategy and maps steps to achieve strategic goals.
• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams) and Visio are required at advanced level.
• Ai experience highly preferred.