Senior Manager Voice of Customer Business Partner Lead (Pharmaceutical Customer Experience)

Location: Philadelphia, Pennsylvania, United States; applications are limited to US-based candidates. The role requires 20–30% travel.

Base salary: $136,000–$204,000 per year, plus potential annual incentive compensation, equity, and benefits.

Company

hirify.global is a global biopharmaceutical company developing medicines for serious diseases in oncology, neuroscience, sleep disorders, and epilepsy.

What you will do

• Operate the enterprise Voice of Customer capability as a structured listening, synthesis, and escalation function.
• Aggregate and synthesize cross-channel feedback, including NPS, to identify systemic friction points, urgent issues, and recurring themes.
• Establish feedback loops that translate customer insights into documented actions with clear ownership and follow-through.
• Use customer and performance insights to shape priorities across patient experience, market access, and growth strategies.
• Partner with Commercial, Medical Affairs, Market Access, CX, Global Capability, and Advanced Analytics & Optimization teams.
• Advocate for product and feature enhancements based on customer learnings and support measurable enterprise experience improvements.

Requirements

• Bachelor’s degree in business, healthcare, technology, or a related field.
• 7+ years of experience in customer experience, customer success, Voice of Customer, or a related field, including at least 2 years in a pharmaceutical organization.
• Experience building and operating Voice of Customer programs and working with platforms such as Medallia or Qualtrics.
• Ability to gather, analyze, triangulate, and translate cross-channel customer feedback into actionable insights.
• Understanding of Voice of Customer metrics, including NPS and CSAT, and proficiency in Excel for pivot tables, filtering, and trend analysis.
• Ability to influence without formal authority, navigate ambiguity, communicate strategically, and drive continuous improvement.

Nice to have

• Advanced degree, such as an MBA or relevant graduate degree.
• Experience in healthcare, pharmaceuticals, or other highly regulated industries.
• Experience with rare disease or specialty brands and their stakeholder dynamics.

Culture & Benefits

• Patient-focused, science-driven work supporting life-changing medicines.
• Cross-functional collaboration under a One Jazz enterprise mindset.
• Medical, dental, and vision insurance.
• 401(k) retirement savings plan and flexible paid vacation.
• Potential discretionary annual cash bonus or incentive compensation and equity grants.