Senior Manager, Provider NPS Enablement

Responsibilities

• Serve as a program manager across key Provider Experience initiatives and work streams, coordinating priorities, milestones, dependencies, stakeholders, and deliverables across a complex cross‑functional portfolio
• Help organize and advance the Provider Experience portfolio by bringing structure, discipline, and follow-through to strategic initiatives that support transformation efforts
• Identify and elevate notable gains in provider NPS and related provider feedback as indicators of progress, helping connect operational outcomes to broader portfolio priorities
• Support development of leadership updates, presentations, timelines, case studies, and related materials that synthesize progress, priorities, risks, and decisions for a range of stakeholders, including executive leadership
• Partner with operational teams to ensure tangible improvements are understood, prioritized appropriately, and reflected in how progress is communicated internally and externally
• Partner with the Provider Claims Experience team to leverage emerging methodologies across Aetna for measuring provider abrasion and friction, including sources of administrative burden and A/R pressure, and help translate those insights into priorities, planning, and progress updates
• Partner cross‑functionally with Marketing, Provider Communications, and other internal teams to align on how Provider Experience priorities, milestones, and outcomes are represented across the organization
• Help shape consistent ways of articulating Aetna’s impact on Provider Experience, including how operational improvements, communications, and experience strategies come together to support provider trust and perception
• Elevate key headlines, risks, tradeoffs, and progress updates to leadership regarding performance relative to strategic plans and portfolio priorities
• Establish strong cross-functional relationships across diverse business areas to stay informed on emerging work, key wins, interdependencies, and potential risks affecting provider experience and provider NPS outcomes
• Bring a provider-centered lens into strategic planning, portfolio prioritization, and cross-functional decision-making tied to the overall Provider Experience agenda

• Minimum 7 years’ experience in provider experience, healthcare operations, strategic communications, project management, survey strategy, marketing enablement, or related healthcare functions
• Must have healthcare industry experience
• Ability to work collaboratively in a highly cross‑functional environment to align stakeholders and advance complex initiatives
• Demonstrated ability to communicate effectively and deliver clear, compelling storytelling to stakeholders at all levels
• Demonstrates flexibility to support rapid adjustments to strategy and priorities to meet changing business requirements
• Demonstrates a proactive, collaborative approach and strong focus on stakeholder partnership and service delivery
• Conveys a strong sense of urgency and accountability to drive work streams to completion
• Demonstrated ability to synthesize qualitative and quantitative information into clear, actionable insights and narratives
• Strong presenter with the ability to tailor messaging for different audiences, including executive leadership
• Strong project management experience, including managing multiple priorities and stakeholders simultaneously
• Excellent verbal and written communication skills
• Strong organizational skills