Senior Manager, Voice of Consumer (VOC)
$147,900–$214,030 year
HybridLong Beach, California, United States
Job Summary
Lead end-to-end design, implementation, and operationalization of SCAN's enterprise Voice of Consumer (VOC) platform and program. Translate member, provider, and operational feedback into actionable insights, owning the VOC roadmap and driving measurable improvements across the organization. Manage the VOC platform backlog, prioritize capabilities, and partner with IT, vendors, and product teams to ensure adoption, performance, and scalability. Facilitate cross-functional leadership across Product, Technology, and Operations to advance VOC initiatives, manage dependencies, and drive accountability. Convert qualitative and quantitative data from surveys, service recovery, and call data into root cause analysis and operational improvements. Own VOC program deliverables, including process flows, business requirements, and reporting, ensuring quality and timely execution through standardized methodologies. Lead outcome-driven meetings to align stakeholders and communicate complex concepts clearly.
Required Qualifications
- Bachelor's Degree
- 5 years of related experience in the Healthcare, Health Plan, or Managed Care space
- Consulting experience
- Experienced in managing a cross functional implementation
- 3-4 years of leadership experience
- Ability to define, prioritize, and deliver VOC platform capabilities, roadmap priorities, and backlog items aligned to business needs and outcomes
- Ability to manage complex initiatives, workstreams, timelines, dependencies, and deliverables from planning through implementation
- Ability to translate business needs, VOC insights, and operational requirements into technical requirements and actionable solutions
- Ability to synthesize qualitative and quantitative data into meaningful insights, recommendations, and business actions
- Ability to identify root causes, evaluate options, and develop structured, data-driven solutions that support business strategy
- Ability to map, design, optimize, and improve end-to-end workflows, tools, processes, and program performance
- Ability to align stakeholders, manage dependencies, and drive execution across internal teams, external partners, and vendors
- Ability to build relationships, align expectations, influence decisions, and drive accountability across business and technical partners
- Ability to clearly articulate complex concepts, insights, requirements, and recommendations to both technical and non-technical audiences
- Ability to support adoption of new tools, processes, and ways of working through clear communication, enablement, and ongoing support
- Skilled to develops others
- Make critical decisions, often involving high-level risk assessment and the ability to adapt to changing circumstances
- Formulates strategy and maps steps to achieve strategic goals
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams) and Visio at advanced level
Desired Qualifications
- 5 years of related experience in the Healthcare, Health Plan, or Managed Care space, with Consulting experience highly preferred
- Ai experience highly preferred
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