Senior Manager Voice of Customer Business Partner Lead

Essential Functions/Responsibilities

• Strategy & Direction
• Operate the enterprise Voice of Customer capability as a structured listening, synthesis, and escalation function
• Agregate and synthesize cross-channel feedback (e.g., NPS) to identify systemic friction points, surface urgent issues, and drive accountability across teams when engagement pain points emerge
• Establish and maintain enterprise feedback loops that distinguish between issues requiring immediate resolution and those requiring systemic improvement, ensuring insights are translated into measurable, documented actions with clear ownership and follow-through
• Use performance insights and customer feedback trends to manage priorities, anticipate risks, and drive continuous improvement, ensuring delivery of measurable customer and business outcomes, while identifying opportunities to scale and standardize delivery, and shape strategic focus areas (e.g., patient experience, market access, growth strategies)
• Establish and reinforce consistent CX operating approaches, embedding best practices, tools, and ways of working that improve quality, efficiency, and cross-team alignment to enable enterprise-wide adoption of Voice of Customer insights
• Serve as a subject matter expert in Voice of Customer operations and feedback synthesis, providing guidance, connecting stakeholders, and supporting teams in translating insights into strategic action
• Collaboration
• Collaborate with peers in the Advanced Analytics & Optimization team to coordinate work, manage dependencies, and support smooth execution
• Persistently partner effectively across a broad set of stakeholders, including Commercial (Sales and Marketing), Medical Affairs, Market Access, CX, and Global Capability teams, to align priorities and advance shared objectives
• Act as a clear and influential communicator, connecting the right stakeholders with the right context and urgency to enable efficient, effective decision-making and issue resolution
• Share insights, risks, and lessons learned with CX peers and team leadership to support alignment and continuous improvement
• Collaborate with Team Leads to help define feature and enhancement needs and advocate for prioritization of enhancements based on customer learnings

Required Knowledge, Skills, And Abilities

• Strong execution skills, including prioritization, sequencing, and issue resolution within defined scope
• Familiarity with Voice of Customer and NPS platforms, customer feedback aggregation tools, and enterprise reporting solutions, and how they support cross-channel feedback synthesis, escalation workflows, and measurable experience improvements across the organization
• Understanding of voice of customer metrics (NPS, CSAT) and its key drivers, to be able to operationalize insights into closed-loop actions
• Proficiency in Excel (e.g., pivot tables, filtering, trend analyses) to aggregate and quantify customer feedback signals across sources

Qualifications

• Bachelor’s degree in business, healthcare, technology, or related field
• 7+ years of experience across customer experience, customer success, Voice of Customer, or related fields, with at least 2+ years within a pharmaceutical organization
• Experience building and operating Voice of Customer programs, including familiarity with leading platforms (e.g., Medalia, Qualtrics) and best practices for feedback collection and management
• Demonstrated ability to gather, synthesize, and translate cross-channel customer feedback into actionable insights to inform decision-making and improve customer experience

Working Requirements

• 20-30% travel will be required

Jazz Expected Behaviors

• Demonstrates ownership and accountability, taking responsibility for outcomes and driving work forward with urgency, clarity, and a focus on impact
• Leads with curiosity and a Growth Mindset, actively exploring user needs, emerging technologies, and new ways of working to elevate capability and innovation
• Embraces change as a learning opportunity, adapting quickly, modeling resilience, and helping others navigate dynamic environments
• Acts with a One Jazz mindset, prioritizing enterprise value, breaking down silos, and building strong, trust-based partnerships across teams
• Delivers high performance results, setting ambitious goals, challenging assumptions, and consistently driving measurable business impact
• Models inclusive, collaborative leadership, creating space for diverse perspectives and empowering others to contribute their best work
• Invests in continuous learning, developing personal skills while coaching and elevating the capabilities of colleagues and cross functional partners
• Navigates ambiguity with confidence, using sound judgment, data, and user insights to make informed decisions even when information is incomplete
• Communicates with clarity and influence, simplifying complexity, aligning stakeholders, and ensuring shared understanding of priorities and outcomes

Compensation

• The full and complete base pay range is: $136,000.00 - $204,000.00
• Individual compensation paid within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, and other pertinent factors.
• The goal is to ensure fair and competitive compensation aligned with the candidate's expertise and contributions, within the established pay framework and our Total Compensation philosophy.
• This range will be reviewed on a regular basis.
• At Jazz, your base pay is only one part of your total compensation package. The successful candidate may also be eligible for a discretionary annual cash bonus or incentive compensation (depending on the role), in accordance with the terms of the Company's Global Cash Bonus Plan or Incentive Compensation Plan, as well as discretionary equity grants in accordance with Jazz's Long Term Equity Incentive Plan.
• The successful candidate will also be eligible to participate in various benefits offerings, including, but not limited to, medical, dental and vision insurance, 401k retirement savings plan, and flexible paid vacation.