Program Manager, VoC

SHPCA SCAN Health Plan • Long Beach, CA

3d • Hybrid

About The Position

The Program Manager is responsible for overseeing our enterprise-wide Voice of the Customer (VoC) program. They will lead the design, implementation, and ongoing evolution of our VoC program. This role will be pivotal in shaping our member-obsessed culture by capturing, analyzing, and activating feedback from multiple touchpoints to drive meaningful change and inform business strategy. The VoC Program Manager will work across the organization (sales, marketing, product, operations, service, IT, etc.) to build a unified view of our members and transform feedback into actionable insights that will improve their experience and align with our business objectives - to keep seniors healthy and independent. You Will Partner across organization to define strategy, develop roadmap & implement new tools/technology to administer the program.

Requirements

• Bachelor's degree or equivalent experience required
• 5+ years of experience in customer experience, customer insights, or VoC program management.
• Proven experience building or evolving Voice of the Customer programs across channels and business units.
• Strong data analysis and storytelling skills, with the ability to translate insights into action.
• Experience working with CX tools and platforms (e.g., Medallia, Qualtrics, Verint, or similar).
• Excellent communication and facilitation skills with a track record of cross-functional influence and collaboration.
• Experience with defining and implementing consumer-centric processes, tools and technology, including change management.
• Understanding of customer journey mapping, experience design, and continuous improvement methodologies (e.g., Lean, Six Sigma, Agile).
• Customer-Centric Thinking – Deep empathy for member needs and a passion for improving end-to-end experiences.
• Data Literacy – Ability to interpret quantitative and qualitative data from diverse sources to generate clear insights.
• Strategic Mindset – Skilled at connecting customer insights to business strategy and long-term goals.
• Cross-Functional Collaboration – Adept at working across departments and influencing stakeholders at all levels.
• Change Management – Capable of driving organizational adoption and action based on customer feedback.
• Communication & Storytelling – Excellent written and verbal communication skills; able to clearly convey findings and recommendations to technical and non-technical audiences.
• Project Management – Strong organizational skills with the ability to manage multiple initiatives and meet deadlines.
• Tech Savvy – Comfortable with modern CX tools, survey platforms, data visualization tools (e.g., Tableau, Power BI), and CRM systems.

Nice To Haves

• Healthcare experience preferred

Responsibilities

• Design and lead the enterprise-wide Voice of the Customer program, including program structure, governance, and feedback loop processes.
• Define and implement processes and tools for collecting, aggregating, and analyzing customer insights from multiple sources (e.g., surveys, social media, contact center transcripts, NPS, product reviews, digital behavior).
• Partner with key stakeholders across departments to embed VoC insights into strategic planning, service design, and continuous improvement initiatives.
• Establish and track key metrics to measure the impact of VoC initiatives on customer satisfaction, loyalty, and business outcomes.
• Deliver regular reporting and insight summaries to leadership and functional teams, highlighting trends, root causes, and opportunities for action.
• Develop communication and change management strategies to ensure the organization acts on customer feedback and closes the loop with constituents.
• Serve as an internal advocate for the customer, driving alignment and prioritization around customer needs and expectations.
• Work across the organization to identify themes, root causes, and solutions to address potential abrasion points.
• We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.
• Actively support the achievement of SCAN’s Vision and Goals.
• Other duties as assigned.

Benefits

• Base Pay Range: $106,200 to $182,983 annually
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees