Senior Manager, Voice of Consumer (VOC)

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do.

Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults.

Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity.

At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve.

The Job The Senior Manager, Voice of Consumer (VOC) is responsible for leading the end-to-end design, implementation, product ownership, and operationalization of SCAN’s enterprise VOC platform and program.

This role translates member, provider, and operational feedback into actionable insights, while owning the VOC platform roadmap, ensuring adoption, and driving measurable improvements across the organization.

The role requires strong execution, product mindset, and the ability to independently advance work streams from concept through implementation.

You WillVOC Platform Product Ownership
- Serve as the primary business owner of the Voice of the Consumer (VOC) platform, managing the roadmap, backlog, and priorities aligned with business objectives. Translate VOC strategy into platform capabilities and enhancements, partner with IT, vendors, and product teams on configuration and development, and drive adoption, performance, scalability, and continuous improvement.

VOC Program Implementation & Execution
- Lead end-to-end implementation of the VOC platform and program, including workflows, business requirements, integrations, timelines, and deliverables. Drive execution across multiple work streams while proactively managing risks, dependencies, and blockers to ensure successful delivery.

Insight Translation & Business Action
- Convert qualitative and quantitative feedback into actionable business requirements and operational improvements. Synthesize insights from surveys, service recovery, call data, and other sources to identify root causes, prioritize solutions, and drive measurable business outcomes.

Cross-Functional Leadership & Dependency Management
- Partner across Product, Technology, Operations, and vendor teams to advance VOC initiatives. Manage dependencies, align stakeholders, and drive accountability to ensure coordinated execution of enterprise priorities.

Deliverable Ownership & Quality
- Own VOC program deliverables, including process flows, business requirements, insights, and reporting. Ensure quality, consistency, and timely delivery through standardized methodologies, templates, and best practices.

Meeting Leadership & Stakeholder Engagement
- Facilitate effective, outcome-driven meetings that promote alignment, decision-making, and execution. Communicate complex concepts clearly while building strong stakeholder relationships across all organizational levels.

VOC Operations & Closed-Loop Action
- Implement and manage closed-loop feedback processes, including service recovery, escalation management, reporting, and issue resolution. Establish ownership and accountability mechanisms while advancing the VOC platform as the enterprise source of truth for customer experience insights and action.

We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

Actively support the achievement of SCAN’s Vision and Goals.

Other duties as assigned.

Your Qualifications Bachelor's Degree or…