Voice of Customer Program Manager

HHAeXchange•Philadelphia, PA

7d•$100,000 - $110,000•Hybrid

About The Position

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states. We are seeking an experienced and collaborative Voice of Customer Program Manager to design, lead, and optimize our efforts in capturing, analyzing, and activating customer insights across the customer journey. This role centralizes feedback, uncovers trends and pain points, and delivers actionable insights that influence product roadmaps, Customer Experience training initiatives and campaigns, and business strategy. The Voice of Customer Program Manager will champion the customer perspective across the organization, influence the Customer Experience strategy, and track the performance and health of these initiatives, ensuring we not only listen to customers but act on what they tell us. This role follows HHAeXchangeâs hybrid work model, with an expectation to report to an HHAeXchange office if located within commuting distance (typically 3 days/week), unless business needs dictate otherwise. The ideal candidate will be a data-driven storyteller who thrives in a fast-paced collaborative environment and loves championing the customer voice.

Requirements

Bachelorâs degree or equivalent experience in a relevant field.
Minimum 5 years of experience in customer experience, VoC, customer insights, or market research roles, preferably in a SaaS or healthcare technology environment.
Hands-on experience managing NPS, CSAT, surveys, and other feedback programs at an enterprise level.
Homecare industry experience required.
Strong analytical and research skills, with the ability to synthesize complex data into actionable insights.
Demonstrated success in driving customer-centric improvements that reduce churn, increase adoption, and improve satisfaction.
Proficiency with VoC platforms, survey tools (Qualtrics, Medallia, or similar), and data visualization/reporting tools (Tableau, Power BI, Excel).
Excellent written and verbal communication skills, with the ability to present insights to both technical and executive audiences.
Strong project management skills with the ability to manage multiple initiatives simultaneously.
Strategic thinker who can champion the customer perspective and influence cross-functional stakeholders.
Strong attention to detail, organization, and problem-solving skills.

Responsibilities

Design, implement, and lead Voice of Customer (VoC) programs that provide the organization with actionable customer experience insights. This includes survey design and operations, reporting, analysis, and managing the closed loop process.
Analyze quantitative and qualitative feedback from multiple sources (surveys, support trends, product usage, and more) to identify patterns, pain points, and opportunities.
Lead internal change management and training efforts related to new digital VoC programs.
Synthesize feedback into actionable insights and present findings to product, CX, marketing, and executive teams to influence roadmap and business strategy.
Track and report on key metrics to drive measurable outcomes including campaign ROI, health scores, churn, and satisfaction trends.
Establish and maintain a centralized customer insights repository to ensure all teams have access to consistent, actionable data.
Collaborate closely with Product, Technical Customer Care, Customer Success and other cross-functional teams to close the loop with customers and ensure their feedback leads to tangible improvements.
Identify emerging trends and strategic opportunities and recommend proactive solutions.
Act as the voice of the enterprise customer across the organization, championing their perspective in all decision-making processes.
Develop frameworks and processes to continuously improve the effectiveness and efficiency of the VoC program.
Inspire the organization to listen, understand and act on customer feedback as an effective data-driven storyteller.
Other duties as assigned by supervisor or HHAeXchange leader

Benefits

HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.

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