[Hiring] Senior Manager Voice of Customer Business Partner Lead @Jazz Pharmaceuticals

Role Description

At Jazz, we are reimagining how we design and deliver more precise customer experiences, enabled by new technologies, modern ways of working, and high performing team behaviors. Through this work, we enable teams to better understand patients, caregivers, and HCPs, anticipate their needs across the enterprise, deliver timely and personalized engagement, and orchestrate seamless, end-to-end experiences as One Jazz.

The Senior Manager, Voice of Customer Ops, is responsible for the planning, coordination, and delivery of the Voice of Customer Ops team within the Advanced Analytics & Optimization team. Reporting to the Head of Advanced Analytics & Optimization, this role combines day-to-day operational delivery with strategic leadership to drive the use of customer insights in shaping business decisions, enhancing customer experience, and supporting enterprise priorities.

The role builds strong cross-functional partnerships to ensure Voice of Customer efforts are focused on the highest-impact opportunities, aligning insights to key initiatives (e.g., Market Access, patient experience, growth strategies), while collecting and synthesizing cross-channel feedback (e.g., NPS) to identify insights and drive action for both specific issues and recurring themes, leading to measurable enterprise experience improvements.

Qualifications

• Bachelor’s degree in business, healthcare, technology, or related field.
• 7+ years of experience across customer experience, customer success, Voice of Customer, or related fields, with at least 2+ years within a pharmaceutical organization.
• Experience building and operating Voice of Customer programs, including familiarity with leading platforms (e.g., Medalia, Qualtrics) and best practices for feedback collection and management.
• Demonstrated ability to gather, synthesize, and translate cross-channel customer feedback into actionable insights to inform decision-making and improve customer experience.

Requirements

• Strong execution skills, including prioritization, sequencing, and issue resolution within defined scope.
• Ability to apply standard approaches consistently, while identifying improvement opportunities and sharing feedback with team leadership.
• Familiarity with Voice of Customer and NPS platforms, customer feedback aggregation tools, and enterprise reporting solutions.
• Understanding of voice of customer metrics (NPS, CSAT) and its key drivers.
• Ability to interpret, analyze and triangulate data across sources and across segments.
• Proficiency in Excel (e.g., pivot tables, filtering, trend analyses).
• Ability to see customer’s end-to-end experience clearly and use it for strategic, tactical and measurement decisions.
• Ability to view problems, opportunities and decisions from customer, HCP/Patient, market or external stakeholder perspective.
• Ability to craft purposeful, compelling narratives that inspire action and align people around a shared direction.
• Ability to understand how actions create upstream and downstream effects across the organization.
• Ability to influence outcomes without formal ownership and navigate unclear or evolving direction.
• Ability to regularly improve processes/capabilities through reflection and iteration.

Benefits

• Medical, dental and vision insurance.
• 401k retirement savings plan.
• Flexible paid vacation.
• Discretionary annual cash bonus or incentive compensation.
• Discretionary equity grants in accordance with Jazz’s Long Term Equity Incentive Plan.