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Operations Manager, Voice of the Customer Program

FRESENIUS – Waltham, MA

Job ID 19000DAS
Available Openings 1
PURPOSE AND SCOPE: The Voice of the Customer team is part of the Office of the Experience and works to deliver insights to support FMCNAs journey to be a leading, customer-centric healthcare organization. The team functions as an enterprise resource to analyze, synthesize and socialize customer insights with our various internal partners.
The Operations Manager will ensure smooth operations and effective use of the Voice of the Customer platform and program across the enterprise to gather customer feedback and drive action through insights. This is a hands-on role that requires personal initiative, curiosity, and an energetic desire to build an impactful VOC program for Fresenius Medical Care North America.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
  • Manage the Qualtrics platform implementation and ongoing platform administration and workflow
  • Serve as subject matter expert in all platform features and functionality
  • Work with platform vendor on all platform related matters, including upgrades and technical issues
  • Develop staff-facing onboarding and training materials and train users in platform functionality
  • In partnership with system users across the enterprise, create and maintain all dashboards and reports; evolve dashboards and reports ongoing as needs change
  • Troubleshoot, diagnose, and resolve functional/technical issues
  • Configure and customize backend platform elements as required
  • Manage user profiles, roles, permissions
  • Serve as primary liaison to internal IT and manage all data integration efforts, including accuracy, format, exports, imports, etc.
  • Develop and maintain documentation related to installations, configurations, upgrades, technical solutions and procedures
  • Develop and manage the workflow of requests and priorities and keep requestors informed of status
  • Oversee operations of closed loop process
  • Maintain survey question library
  • Collaborate with staff at various levels in other departments to champion awareness, understanding and utilization of customer feedback to improve the customer experience
  • Act as a strong subject-matter expert on customer surveys and feedback with in-depth knowledge of Fresenius customers and their experiences
  • Develop improvement action plans with the business
  • Develop escalation process to ensure all issues are resolved in a timely and efficient manner
  • Assist with various projects as assigned by direct supervisor

PHYSICAL DEMANDS AND WORKING CONDITIONS:
  • The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION:
  • Bachelors Degree required (preferably in Marketing, Business, Information Technology)

EXPERIENCE AND REQUIRED SKILLS:
  • 5-8 years related experience in Customer Experience, Operations management, survey platform administration
  • Proven track record in managing the operations of a survey platform or voice of the customer program
  • Experience implementing a closed loop feedback system in a complex, matrixed organization
  • Strong leadership skills - effectively communicating with authority and confidence, while building strong relationships with cross functional teams, internal stakeholders, and vendor team members
  • Strong project management skills with the ability to juggle multiple priorities simultaneously in a fast-paced environment
  • Self-starter who owns his/her own success metrics and is self-motivated
  • Excellent oral and written communication skills with the ability to influence others
  • Deadline drivenmust be able to meet tight deadlines and hold team members accountable to both internal and external deadlines
  • Familiarity with a full range of qualitative and quantitative research tools
  • Demonstrated ability to effectively communicate to, motivate and inspire a diverse group of individuals, including senior management
  • Excellent judgment and independent decision-making skills
  • Proven ability to interact effectively in a cross-functional team
EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity

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