Satisfaction Manager

Youth Advocate Programs•Harrisburg, PA

7d•Onsite

About The Position

The Satisfaction Manager provides leadership and oversight of YAP’s satisfaction monitoring system, including participant/family phone monitoring and Referring Authority (RA) satisfaction survey processes. This role ensures consistent collection, analysis, and reporting of satisfaction data to inform continuous quality improvement (CQI), strengthen stakeholder relationships, and support organizational decision-making. The position supervises monitoring staff, manages survey administration systems (including phone-based and electronic surveys), and leads the development of actionable improvement plans based on feedback trends. The Satisfaction Manager serves as a key partner to program leadership and CQI teams to ensure feedback is translated into measurable service improvements.

Requirements

Associates Degree is required
Minimum of 3–5 years of experience in quality improvement, program monitoring, or evaluation

Nice To Haves

Bachelor's Degree or Equivalent is preferred
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

Responsibilities

Provides leadership and oversight of YAP’s satisfaction monitoring system, including participant/family phone monitoring and Referring Authority (RA) satisfaction survey processes.
Ensures consistent collection, analysis, and reporting of satisfaction data to inform continuous quality improvement (CQI), strengthen stakeholder relationships, and support organizational decision-making.
Supervises monitoring staff.
Manages survey administration systems (including phone-based and electronic surveys).
Leads the development of actionable improvement plans based on feedback trends.
Serves as a key partner to program leadership and CQI teams to ensure feedback is translated into measurable service improvements.