HHAeXchange · 5 hours ago
Voice of Customer Program Manager
NYC Metro Area
Full-time
Hybrid
Mid, Senior Level
$100K/yr - $110K/yr
5+ years expHHAeXchange is the leading technology platform for home and community-based care, seeking a Voice of Customer Program Manager to enhance customer insights across the customer journey. The role involves designing and implementing programs to analyze feedback, influence product strategies, and improve customer experience initiatives.
Health CareSaaSSoftware
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
Qualification
Required
Bachelor's 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
Benefits
Competitive health plans
Paid time-off
Company paid holidays
401K retirement program with a Company elected match
Other company sponsored programs
Company
HHAeXchange
At HHAeXchange, we believe that healthcare should be simple, effective, and transparent.
501-1000 employees
H1B Sponsorship
HHAeXchange 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 (1)
2024 (3)
2023 (6)
2022 (6)
2021 (3)
2020 (7)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
HgWincove
2021-09-14Private Equity
2019-01-08Private Equity
2019-01-01Acquired
Leadership Team
Paul Joiner
Chief Executive Officer
Dan Ahrens
Senior Vice President Customer Success
Recent News
Company data provided by crunchbase