Program Director, VoC Insights
hace 4 semanas
Job Summary:
We are seeking a highly skilled Program Director to lead our Voice of the Customer (VoC) Insights and Analytics team. As a key member of our organization, you will be responsible for driving program execution, optimizing team performance, and ensuring alignment across initiatives.
Key Responsibilities:- Lead program management and execution for VoC initiatives to enhance customer experience.
- Support strategic planning, prioritization, and alignment of VoC insights with business goals.
- Craft compelling business cases for VoC program investments, demonstrating ROI and strategic value.
- Oversee analytics and reporting to inform decision-making and track performance.
- Collaborate cross-functionally to drive customer-centric strategies and initiatives.
- Act as a key advisor to the VoC team leadership, ensuring efficient operations.
- Manage resources, timelines, and deliverables for multiple projects simultaneously.
- Foster a culture of innovation and continuous improvement within the team.
- Establish program governance when needed to assure response to issue escalation; develops program budget and ensures program meets its stated objectives.
- Provides subject matter expertise in response to day-to-day business issues; researches applicable subject matter practices; and remains aware of industry trends.
- Manages external client facing relationships and partners with corporate and regional business areas.
- Develops communication documents and training criteria related to external client facing program success measures.
- Develops documentation to support meeting presentations and the tracking and reporting of the program's success.
- Provides leadership to program managers and project managers.
- Requires a BA/BS and minimum of 10 years experience in external client facing program management, project management; complex business processes, strategic and business planning; or any combination of education and experience, which would provide an equivalent background.
- PREFERRED SKILLS, CAPABILITIES, AND EXPERIENCES: MBA preferred, Project management certification (PMP) preferred, Familiarity with Power BI and Tableau preferred, Healthcare industry experience preferred.
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