Voice of Customer Program Manager (Medtech)

TL;DR

Voice of Customer Program Manager (Medtech): Leading the design and implementation of VoC programs to capture, analyze, and activate customer insights across the lifecycle with an accent on survey operations, feedback analysis, and closing the loop. Focus on synthesizing complex data into actionable strategies that influence product roadmaps and customer experience initiatives.

Location: Must be based in or able to commute to Midtown Manhattan, NYC (Hybrid: 3 days/week onsite)

Salary: $100,000–$110,000

Company

HHAeXchange is a leading end-to-end homecare technology platform designed to connect patients, providers, and managed care organizations to improve home-based care.

What you will do

• Design and lead enterprise-level VoC programs including survey operations and closed-loop feedback management.
• Analyze quantitative and qualitative feedback from surveys, support trends, and product usage to uncover pain points.
• Synthesize feedback into actionable insights for product, marketing, and executive teams.
• Track and report on key CX metrics such as churn, health scores, and ROI for initiatives.
• Champion the customer perspective internally to influence business strategy and product roadmaps.
• Manage a centralized customer insights repository for cross-functional data accessibility.

Requirements

• Bachelor’s degree or equivalent experience in a relevant field.
• Minimum 5 years of experience in customer experience, VoC, or market research roles.
• Required: Experience in the homecare industry.
• Hands-on experience with VoC platforms such as Qualtrics or Medallia.
• Strong proficiency in data visualization tools like Tableau, Power BI, or Excel.
• Must be able to work hybrid from the Midtown Manhattan, NYC office 3 days per week.

Culture & Benefits

• Comprehensive health plans and competitive benefits package.
• 401K retirement program with company match.
• Paid time-off and company-paid holidays.
• Collaborative, fast-paced environment focused on improving homecare technology.