Senior Manager Voice of Customer Business Partner Lead

At Jazz, we are reimagining how we design and deliver more precise customer experiences, enabled by new technologies, modern ways of working, and high performing team behaviors. Through this work, we enable teams to better understand patients, caregivers, and HCPs, anticipate their needs across the enterprise, deliver timely and personalized engagement, and orchestrate seamless, end-to-end experiences as One Jazz.

The Senior Manager, Voice of Customer Ops, is responsible for the planning, coordination, and delivery of the Voice of Customer Ops team within the Advanced Analytics & Optimization team. Reporting to the Head of Advanced Analytics & Optimization, this role combines day-to-day operational delivery with strategic leadership to drive the use of customer insights in shaping business decisions, enhancing customer experience, and supporting enterprise priorities.

The role builds strong cross-functional partnerships to ensure Voice of Customer efforts are focused on the highest-impact opportunities, aligning insights to key initiatives (e.g., Market Access, patient experience, growth strategies), while collecting and synthesizing cross-channel feedback (e.g., NPS) to identify insights and drive action for both specific issues and recurring themes, leading to measurable enterprise experience improvements.

• Operate the enterprise Voice of Customer capability as a structured listening, synthesis, and escalation function — aggregating and synthesizing cross-channel feedback (e.g., NPS) to identify systemic friction points, surface urgent issues, and drive accountability across teams when engagement pain points emerge.
• Establish and maintain enterprise feedback loops that distinguish between issues requiring immediate resolution and those requiring systemic improvement, ensuring insights are translated into measurable, documented actions with clear ownership and follow-through.
• Use performance insights and customer feedback trends to manage priorities, anticipate risks, and drive continuous improvement, ensuring delivery of measurable customer and business outcomes, while identifying opportunities to scale and standardize delivery, and shape strategic focus areas (e.g., patient experience, market access, growth strategies).
• Establish and reinforce consistent CX operating approaches, embedding best practices, tools, and ways of working that improve quality, efficiency, and cross-team alignment to enable enterprise-wide adoption of Voice of Customer insights.
• Serve as a subject matter expert in Voice of Customer operations and feedback synthesis, providing guidance, connecting stakeholders, and supporting teams in translating insights into strategic action.

• Collaborate with peers in the Advanced Analytics & Optimization team to coordinate work, manage dependencies, and support smooth execution.
• Partner effectively across a broad set of stakeholders, including Commercial (Sales and Marketing), Medical Affairs, Market Access, CX, and Global Capability teams, to align priorities and advance shared objectives.
• Act as a clear and influential communicator, connecting the right stakeholders with the right context and urgency to enable efficient, effective decision-making and issue resolution.
• Share insights, risks, and lessons learned with CX peers and team leadership to support alignment and continuous improvement.
• Collaborate with Team Leads to help define feature and enhancement needs and advocate for prioritization of enhancements based on customer learnings.

• Strong execution skills, including prioritization, sequencing,…