Apply on Employer Site

SCAN · 16 hours ago

Program Manager, VoC

Long Beach, CA

Full-time

Onsite

Senior Level

$106K/yr - $183K/yr

5+ years exp

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. The Program Manager will oversee the enterprise-wide Voice of the Customer program, leading its design, implementation, and evolution to enhance member experiences and inform business strategy.

Elder CareHealth CareHome Health CareMedical

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

Partner across organization to define strategy, develop roadmap & implement new tools/technology to administer the program

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

Qualification

Voice of the CustomerData AnalysisCX Tools ExperienceChange ManagementCustomer Journey MappingTech SavvyCommunication SkillsProject ManagementCross-Functional Collaboration

Required

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

Preferred

Healthcare experience preferred

Benefits

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

Company

SCAN

About SCAN Keeping Seniors Healthy and Independent–that’s been our mission for more than 40 years.

Founded in 1977

Long Beach, California, USA

1001-5000 employees

https://www.thescangroup.org/

H1B Sponsorship

SCAN has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (5)

2024 (3)

2023 (6)

2022 (6)

2021 (5)

2020 (6)