Senior Manager Voice of Customer Business Partner Lead

Jazz Pharmaceuticals is a global biopharma company dedicated to developing life-changing medicines for patients. The Senior Manager, Voice of Customer Ops, is responsible for planning, coordinating, and delivering customer insights to shape business decisions and enhance customer experience through strategic leadership and cross-functional collaboration.

Responsibilities:

• Operate the enterprise Voice of Customer capability as a structured listening, synthesis, and escalation function — aggregating and synthesizing cross-channel feedback (e.g., NPS) to identify systemic friction points, surface urgent issues, and drive accountability across teams when engagement pain points emerge
• Establish and maintain enterprise feedback loops that distinguish between issues requiring immediate resolution and those requiring systemic improvement, ensuring insights are translated into measurable, documented actions with clear ownership and follow-through
• Use performance insights and customer feedback trends to manage priorities, anticipate risks, and drive continuous improvement, ensuring delivery of measurable customer and business outcomes, while identifying opportunities to scale and standardize delivery, and shape strategic focus areas (e.g., patient experience, market access, growth strategies)
• Establish and reinforce consistent CX operating approaches, embedding best practices, tools, and ways of working that improve quality, efficiency, and cross-team alignment to enable enterprise-wide adoption of Voice of Customer insights
• Serve as a subject matter expert in Voice of Customer operations and feedback synthesis, providing guidance, connecting stakeholders, and supporting teams in translating insights into strategic action
• Collaborate with peers in the Advanced Analytics & Optimization team to coordinate work, manage dependencies, and support smooth execution
• Partner effectively across a broad set of stakeholders, including Commercial (Sales and Marketing), Medical Affairs, Market Access, CX, and Global Capability teams, to align priorities and advance shared objectives
• Act as a clear and influential communicator, connecting the right stakeholders with the right context and urgency to enable efficient, effective decision-making and issue resolution
• Share insights, risks, and lessons learned with CX peers and team leadership to support alignment and continuous improvement
• Collaborate with Team Leads to help define feature and enhancement needs and advocate for prioritization of enhancements based on customer learnings

Requirements:

• 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
• 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, and how they support cross-channel feedback synthesis, escalation workflows, and measurable experience improvements across the organization
• Understanding of voice of customer metrics (NPS, CSAT) and its key drivers, to be able to operationalize insights into closed-loop actions
• Ability to interpret, analyze and triangulate data across sources and across segments (e.g., customer type, channel, journey stage) to identify meaningful differences, uncover root causes, and informed targeted experience improvements
• Proficiency in Excel (e.g., pivot tables, filtering, trend analyses) to aggregate and quantify customer feedback signals across sources
• Customer Journey Understanding – Ability to see customer's end-to-end experience clearly and use it on an ongoing basis for go to market strategic, tactical and measurement decisions, while anticipating needs across touchpoints. Make practical decisions that improve journey and outcomes
• Outside In Thinking — Ability to view problems, opportunities and decisions from customer, HCP/Patient, market or external stakeholder perspective to align business decision to customer friction while putting insights into action leveraging external best practice to better shape solutions and strategy
• Strategic Storytelling— Ability to craft purposeful, compelling narratives that make sense of change, inspire action, and align people around a shared direction
• Systems Thinking - Ability to understand how actions create upstream and downstream effects across the organization, seeing patterns and interdependencies to improve the whole ecosystem, not just individual parts
• Leading Without Authority & Thriving in Ambiguity — Ability to influence outcomes without formal ownership, navigate unclear or evolving direction, and create structure from ambiguity to drive progress and decision-making
• Continuous Improvement — Ability to regularly improve processes/capabilities through reflection and iteration, generates new options and approaches when constraints exist, growth mindset, challenges status quo
• Advanced degree (MBA or relevant graduate degree) preferred
• Experience in healthcare, pharmaceutical, or other highly regulated industries preferred
• Experience working in rare disease or specialty brands, with strong understanding of unique stakeholder dynamics