Voice Communications Manager jobs in Rochester, NY

QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most - home to hospital, lab to clinic.

Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.

As we continue to grow as QuidelOrtho, we are seeking aSenior Manager, Global Voice of the Customer to join our Customer Experience Team. The Senior Manager, Global VOC understands key customer metrics and has experience with methodologies for translating customer experience and operational (XO) data into thoughtful insights and actions. The results of your analyses will be used to identify improvement opportunities and guide investment decisions. As the owner of the VOC strategy and platform, you will be responsible for implementing new and innovative ways to support a 360-degree of our customers. You will leverage your expertise to advise key stakeholders and hold teams accountable for the successful completion of critical VOC processes, such as closed loop customer feedback. By understanding what drives customer loyalty, you will be able to correlate VOC data and customer excellence initiatives to key business metrics such as retention and lifetime customer value. You will lead a small team of analysts who will support you in these activities.

This position can be in Rochester, NY or Remote.

• Responsible for capturing and delivering high level view of customer voice by gathering, consolidating, analyzing, and synthesizing VOC inputs. Serves as the focal point for VOC for global organization. Reviews results, insights, and action plans with all relevant stakeholders. Manages a small team of analysts who will support these activities.

• Leads VOC strategy including NPS and other surveys. Drive towards 360-degree customer view by defining and implementing new methods of gathering and analyzing XO (experience and operational) data. Integrate new organizations and customers into the platform and roadmap; Implements an enhanced strategy to support consumer business and the use of additional social media channels.

• Functions as the expert and owner of Qualtrics, our Customer Experience platform; Leverages the tool's capabilities to deliver the right insights to the right people at the right time.

• Leads or participate in Customer Service Excellence projects/initiatives that have been identified by VOC data as improvement opportunities; Represents Global Customer Service on projects where applicable.

• Leverages insights/trends today and projects into the future to identify innovative technology, services, and process enhancements that will drive customer loyalty.

• Lead or participate in customer journey mapping sessions.

• Capitalize on opportunities to remain current on customer experience trends

• Perform other work-related duties as assigned.

• Education: B.A. or B.S. in Business, Marketing, or related field

• Experience: A minimum of 8 years' experience in Marketing, Sales, Customer Service, or other customer-focused field.

• Experience in managing global, complex projects with emphasis on metrics and continuing improvement.

• Proven ability to drive projects to successful completion.

• Motivated self-starter who exhibits passion and strong customer focus and provides value to both customers and organization.

• Requires a strong track record of progressive experience and proven ability to influence and inspire others to a shared vision without direct authority.

• Solid analytical skills, prioritization and time management skills are a necessity.

• Proficiency with Microsoft programs required.

• Travel: Ability to travel 15%.

• Experience in healthcare strongly preferred

• Project management experience a plus.

• Global functions and Commercial Sales Regions

External Partners:

• Establish and grow relationships with outside vendors specializing in Customer Experience; Maintain relationship with current VOC vendor

Typical work week and hours in a home office based environment. Must have the discipline, organization skills and self-motivation to work autonomously in a home office environment. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. While performing the duties of this job, regularly required to use hands to finger, handle, or feel and talk or hear. Frequently required to sit, stand, and walk. Occasionally required to bend, twist, and reach. Must be physically able to travel up to 15%.Must maintain a valid driver's license and must own and maintain an automobile suitable for travel to customer sites, airport, etc. Travel includes airplane, train, automobile, and overnights. On a typical workday, 80% of time meeting with people, 20% of the time on computer, doing paperwork, or on phone. Must be able to lift up to 20 pounds.

The salary range for this position takes into account a wide range of factors including education, experience, knowledge, skills, geography, and abilities of the candidate, in addition to internal equity and alignment with market data. At QuidelOrtho, it is not typical for an individual to be hired at or near the top range for their role and compensation decisions are dependent on the facts and circumstances of each case. The salary range for this position is $99,000 to $198,000 and is bonus eligible. QuidelOrtho offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance, along with a 401(k) plan, employee assistance program, Employee Stock Purchase Plan, paid time off (including sick time), and paid Holidays. All benefits are non-contractual, and QuidelOrtho may amend, terminate, or enhance the benefits provided, as it deems appropriate.

QuidelOrtho believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. QuidelOrtho is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform the duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at

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