Program Manager, Patient Services (Voice of Customer Analytics)

This position reports M-F business hours at our Research Triangle Park, NC facilityAbout This RoleThe Program Manager, Patient Services will be a pivotal role within the Quality Monitoring and Experience Optimization team, driving the advancement of our Customer Experience (CX) monitoring program using modern tools and technologies. This position will support Voice of the Customer (VoC) initiatives, service insights, and compliance oversight. You will be responsible for developing, maintaining, and executing Speech Analytics and survey programs to derive strategic insights for process and performance improvement. Additionally, this role involves managing post-call survey programs and collaborating with external vendors and internal stakeholders to maximize the value of VoC data.What You’ll DoDevelop and enhance Speech Analytics and survey tools; maintain text analytics taxonomySupport transactional and relationship studies through questionnaire development, quantitative, and qualitative analysis, using various tools and softwareSynthesize data and insights across various customer feedback mechanisms to create and deliver presentations to frontline employees, middle management, and executivesOversee post-call customer surveys and manage vendor relationshipsCapture key findings and recommend and/or drive process or performance improvements from inception to implementation with an emphasis on measuring impactSupport and inform the strategic direction of the Quality Program, contributing to continuous improvement and industry best practices.Foster cross-functional relationships and serve as a Subject Matter Expert across the company to advocate on behalf of the customerServe as IT Lead for Quality Technology programs (e.g., Verint, Five9)Coach and develop Quality Associates and Program LeadsOther duties as assignedWho You AreYou are passionate about using data to tell compelling stories and care deeply about the customer experience. You excel at influencing process and performance improvements and take pride in your accuracy and attention to detail.