Program Manager, VoC

Location: Nevada

Program Manager, VoC page is loaded## Program Manager, VoClocations:
Long Beach Office 3800time type:
Full time posted on:
Posted 25 Days Agojob requisition :
JR1004
** SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation’s leading not-for-profit Medicare Advantage plans, serving more than 277,000 members in California, Arizona, Nevada, Texas and New Mexico. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 45 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare.
**** SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts.

If you are interested in becoming part of an organization that is innovating senior healthcare visit (Use the "Apply for this Job" box below). , or follow us on Linked In, Facebook, and Twitter.
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* Job Description:

** About SCAN
** SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation’s leading not-for-profit Medicare Advantage plans, serving more than 285,000 members in California, Arizona, Nevada, and Texas. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare.

SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts.

If you are interested in becoming part of an organization that is innovating senior healthcare visit , , or follow us on ; ; and .
** The Job
** 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.
* 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…