Voice of The Customer Program Manager

Grounded by a compelling mission, core values, and compassion for people, CDPHP and its family of companies offer a strong foundation for a rewarding career. Established in 1984, CDPHP is a physician-founded, member-focused, and community-based not-for-profit health plan that offers high-quality affordable health insurance to members throughout New York. The company values people, quality, innovation, and community, and its corporate culture supports those values wholeheartedly. CDPHP is committed to fostering a culture of belonging and takes a wholistic approach to diversity, equity, and inclusion. At CDPHP, the employees have a voice and are encouraged to make an impact at both the company and community levels through engagement and volunteer opportunities. CDPHP invests in employees who share these values and invites you to be a part of that experience.

The Voice of the Customer (VoC) Program Manager will be responsible to the VP, Customer Experience and Revenue Operations and is responsible for facilitating and administering CDPHP's enterprise-wide Voice of the Customer (VoC) program which is charged with capturing, synthesizing and delivering actionable customer insights to the organization from all interactions with CDPHP's customers. The Program Manager plays a key role in the development and implementation of a customer experience strategy that establishes competitive advantage and personalized customer experience allowing CDPHP to attract and retain customers and simplify experience for customers, employees, and providers.

QUALIFICATIONS:

• Bachelor's degree or four (4) years of equivalent experience required.
• Minimum three (3) years of relevant experience.
• Minimum three (3) years managing VoC, Customer or Consumer Experience analysis and programs preferable for health care and/or health insurance companies.
• Strong cross-functional collaboration and communication skills.
• Empathetic, data-driven, and analytical problem solver.
• Relentlessly curious about the customer and their journey - disciplined to listen and understand - ultimately turning insights into action on behalf of the customer.
• Ability to tell meaningful stories with data through writing and visualization techniques.
• Ability to perform root-cause analysis in a high-performing and stressful environment.
• Capable of listening and transforming a customer's problem into a new feature or capability.
• Understanding of the SDLC and agile methodologies.
• Experience driving a product/feature backlog and leveraging tools such as JIRA for review and prioritization.
• Champions partnership with business and technical teams to deliver on features and roadmap from the VoC program.
• Passionate about adoption of new enhancements and measuring their success with a focus on the customer.
• Always focused on the customer.
• Capable of leading and motivating direct and indirect teams to accomplish work.
• Strong operational skills including organization, staff motivation, communication, and planning.
• Strong Analytical skills.
• Demonstrated ability to analyze problems, recommend and implement solutions.
• Excellent verbal and written communication skills for a variety of audiences.
• Ability to represent CDPHP outside the organization regarding business/service issues.
• Demonstrated ability to utilize computer systems. Strong knowledge of Microsoft Office required.
• Demonstrated ability to meet deadlines while working under pressure.
• Ability to maintain effective, cooperative, working relationships with people they have contact with within CDPHP.

Annual salary range: $62,000 - $104,000

CDPHP salary ranges are designed to be competitive with room for professional and financial growth. Individual compensation is based on several factors unique to each candidate, such as work experience, qualifications, and skills. In addition to cash compensation, CDPHP employees may be eligible for an incentive payment, a discretionary cash reward based on employee and company performance. Some roles may also be eligible for overtime pay.

CDPHP compensation packages go far beyond just salary. The company offers a comprehensive total rewards package that includes award-winning health care coverage, health care dollars, a generous paid time off allowance, employee assistance programs, flexible work environment, and much more. Learn about all CDPHP employee benefits at https://www.cdphp.com/about-us/jobs/benefits.

As an Equal Opportunity / Affirmative Action Employer, CDPHP will not discriminate in its employment practices on the basis of race, color, creed, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship, disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, protected veterans status, or any other characteristics protected under applicable law. To that end, all qualified applicants will receive consideration for employment without regard to any such protected status.

CDPHP and its family of companies include subsidiaries Strategic Solutions Management Consultants (SSMC), Practice Support Services (PSS), and ConnectRx Services, LLC.