Senior Manager, Voice of Consumer (VOC)

Job description

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do. Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults. Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity. At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve. The Job The Senior Manager, Voice of Consumer (VOC) is responsible for leading the end-to-end design, implementation, product ownership, and operationalization of SCAN’s enterprise VOC platform and program. This role translates member, provider, and operational feedback into actionable insights, while owning the VOC platform roadmap, ensuring adoption, and driving measurable improvements across the organization. The role requires strong execution, product mindset, and the ability to independently advance workstreams from concept through implementation. You Will VOC Platform Product Ownership - Serve as the primary business owner of the Voice of the Consumer (VOC) platform, managing the roadmap, backlog, and priorities aligned with business objectives. Translate VOC strategy into platform capabilities and enhancements, partner with IT, vendors, and product teams on configuration and development, and drive adoption, performance, scalability, and continuous improvement. VOC Program Implementation & Execution - Lead end-to-end implementation of the VOC platform and program, including workflows, business requirements, integrations, timelines, and deliverables. Drive execution across multiple workstreams while proactively managing risks, dependencies, and blockers to ensure successful delivery. Insight Translation & Business Action - Convert qualitative and quantitative feedback into actionable business requirements and operational improvements. Synthesize insights from surveys, service recovery, call data, and other sources to identify root causes, prioritize solutions, and drive measurable business outcomes. Cross-Functional Leadership & Dependency Management - Partner across Product, Technology, Operations, and vendor teams to advance VOC initiatives. Manage dependencies, align stakeholders, and drive accountability to ensure coordinated execution of enterprise priorities. Deliverable Ownership & Quality - Own VOC program deliverables, including process flows, business requirements, insights, and reporting. Ensure quality, consistency, and timely delivery through standardized methodologies, templates, and best practices. Meeting Leadership & Stakeholder Engagement - Facilitate effective, outcome-driven meetings that promote alignment, decision-making, and execution. Communicate complex concepts clearly while building strong stakeholder relationships across all organizational levels. VOC Operations & Closed-Loop Action - Implement and manage closed-loop feedback processes, including service recovery, escalation management, reporting, and issue resolution. Establish ownership and accountability mechanisms while advancing the VOC platform as the enterprise source of truth for customer experience insights and action. 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. Your Qualifications Bachelor's Degree or equivalent experience. 5 years of related experience in the Healthcare, Health Plan, or Managed Care space, with Consulting experience highly preferred. Experienced in managing a cross functional implementation is required. 3-4 years of leadership experience is required. Product Management & Ownership: Ability to define, prioritize, and deliver VOC platform capabilities, roadmap priorities, and backlog items aligned to business needs and outcomes. Program Execution: Ability to manage complex initiatives, workstreams, timelines, dependencies, and deliverables from planning through implementation. Business & Technical Translation: Ability to translate business needs, VOC insights, and operational requirements into technical requirements and actionable solutions. Data Analysis & Insight Generation: Ability to synthesize qualitative and quantitative data into meaningful insights, recommendations, and business actions. Strategic & Structured Problem Solving: Ability to identify root causes, evaluate options, and develop structured, data-driven solutions that support business strategy. Process Design & Continuous Improvement: Ability to map, design, optimize, and improve end-to-end workflows, tools, processes, and program performance. Cross-Functional Leadership: Ability to align stakeholders, manage dependencies, and drive execution across internal teams, external partners, and vendors. Stakeholder Engagement & Influence: Ability to build relationships, align expectations, influence decisions, and drive accountability across business and technical partners. Communication: Ability to clearly articulate complex concepts, insights, requirements, and recommendations to both technical and non-technical audiences. Change Enablement: Ability to support adoption of new tools, processes, and ways of working through clear communication, enablement, and ongoing support. Leadership - Skilled to develops others. Problem Solving - Make critical decisions, often involving high-level risk assessment and the ability to adapt to changing circumstances. Strategic Mindset - Formulates strategy and maps steps to achieve strategic goals. Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams) and Visio are required at advanced level. Ai experience highly preferred. What's in it for you? Base salary range: $147,900 to $214,030 per year Internal title: Consumer Experience, Senior Manager Work Mode: Partially Onsite An annual employee bonus program Robust Wellness Program Generous paid-time-off (PTO) Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday Excellent 401(k) Retirement Saving Plan with employer match and contribution Robust employee recognition program Tuition reimbursement An opportunity to become part of a team that makes a difference to our members and our community every day! We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now! At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required. #LI-MS1 #LI-Hybrid Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)