Satisfaction Manager
On-site · Harrisburg, Pennsylvania, United States
Job Summary
Satisfaction Manager provides leadership and oversight of YAP’s satisfaction monitoring system, including participant/family phone monitoring and RA satisfaction survey processes. Responsible for ensuring consistent collection, analysis, and reporting of satisfaction data to inform CQI, strengthen stakeholder relationships, and support organizational decision-making. Supervises monitoring staff, manages survey administration systems (phone-based and electronic surveys), and leads development of actionable improvement plans based on feedback trends. Partners with program leadership and CQI teams to translate feedback into measurable service improvements.
Required Qualifications
- Associates Degree is required
- Minimum of 3–5 years of experience in quality improvement, program monitoring, or evaluation
- Supervisory or management experience strongly preferred
- Experience with survey tools (e.g., Qualtrics) and data systems (e.g., Evolv) preferred
- Experience in behavioral health, human services, or nonprofit environment strongly preferred
- Experience working with external stakeholders
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