Program Manager, Voice Of The Customer

Tebra only initiates contact with candidates via email from an official Tebra email address (@ tebra.com , @ patientpop.com , or @ kareo.com ) or through our applicant tracking system, Greenhouse. We will only ask you to provide sensitive personal information through our official application portal - not via social media or text message. We do not conduct interviews via instant messaging.
About the Role
The VOC Program Manager will be responsible for designing and running our Voice of the Customer (VoC) program, taking customer insights and working across Tebra to drive customer outcomes throughout every aspect of the business. This role is the POC for Customer Experience analytics, which includes metric development and refinement, leveraging data to tell a story, speaking on behalf of our customers, and working with internal stakeholders to identify process improvements and areas of opportunity across the organization.
Your Area of Focus

• Oversee our Voice of the Customer program that includes NPS, CSAT, KLAS, and other data assets.
• Analyze data and customer verbatim to prioritize VoC program opportunities.
• Share the data through compelling presentations on a monthly basis, and summarize the data in user friendly dashboards.
• Help ensure every cross functional partner understands the friction and pain-points of the Customer journey. As needed, develop journey maps to capture overall experience.
• Partner across the business to develop program strategies to increase customer loyalty, NRR and lower churn, meeting regularly with our Product, Marketing, and Customer Success teams.
• Sponsor the implementation of product updates that continually drive customer satisfaction and best outcomes
• Stay up to date on industry trends around various VOC tools like advanced speech and text analytics.
• Monitor and maintain or improve customer survey response rates across channels.
• Serve as the subject-matter expert on customer surveys and feedback with in-depth knowledge of customers and their experiences.
• Hold customer focus groups and research initiatives to support product, operations, and R&D.
• Align the greater organization and Executive teams on vision, approach, status and outcomes around program initiatives and business improvement needs.

Your Professional Qualifications

• Experience: 3+ years of customer experience or operations role, including strong data analysis, reporting, and communication skills (written and verbal).
• Experience communicating results of analyses with non-technical partners and leadership teams to influence the strategy of those teams.
• Experience with survey tools and data visualization tools.
• Thrives in a fast paced, high, and almost instant gratification environment
• Loves story telling on behalf of a customer, through feedback, data trends and experience
• Great networking abilities. Works well with other team cross-functional members
• Delivering feedback, insights and recommendations to the organization is a MUST to you!

About Tebra
Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being. While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra.
Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we're building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.
Our Values
Start with the Customer
We get to know our customers - and their patients - and look at the world through their lens.
Keep It Simple
Healthcare is too complex. We aim to simplify it for everyone.
Stay Entrepreneurial
We reject the status quo and solve problems with creativity, perseverance, and a bias to action.
Better Together
We are diverse, humble, and collaborative. We put the team first and win together.
Celebrate Success
Life is short and joy is underrated. We take time to have fun and celebrate success.
Perks & Benefits
In addition to our healthcare benefits, we also offer amazing perks! Need work from home basics? We offer a discount through Dell! We also offer a number of resources to help you keep your mind and body healthy. Check out obe Fitness or Gympass for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.
#LI-SB1 #LI-Remote #BI-Remote
Remote Pay Range
$115,000 - $125,000 USD
Tebra is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
California residents who apply or are recruited for a job with us: please carefully review our California-specific Privacy Notice under the California Consumer Protection Act here: https://www.tebra.com/privacy-policy/california-supplemental-notice/
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