Senior Program Manager, Customer Health

Omnicell; United States; On-site; USD 92,000 - 145,000; Full time

Job summary

Omnicell in the United States is seeking a Senior Program Manager, Customer Health to lead enterprise customer feedback, governance, and health measurement initiatives that drive measurable outcomes. You will collaborate across Customer Lifecycle, CDIA, Product, Customer Success, Support, Marketing, Quality, and Finance to turn insights into actions, dashboards, and strategic improvements.

You will establish governance, analytical rigor, and executive visibility to ensure customer feedback

Qualifications

• Bachelor's degree in Business, Statistics, Social Sciences, Market Research, Customer Experience, Data Analytics or related field.
• 3+ years of experience in program management, customer insights, customer experience, or related discipline.
• Experience designing, administering, governing, or analyzing customer feedback and survey programs.
• Strong understanding of survey research methodologies, questionnaire design, sampling, segmentation, response bias, and data quality.
• Advanced analytical capabilities with large, imperfect datasets.
• Experience developing dashboards and data-driven narratives.
• Proven ability to lead cross-functional initiatives and influence stakeholders.
• Exceptional written, verbal, presentation, and executive communication skills.

Responsibilities

• Lead the enterprise customer health and survey program, including governance, planning, reviews, and decision management.
• Own and continuously improve the end-to-end feedback cycle from collection to action and communication.
• Serve as subject matter expert for survey methodology and customer health scoring.
• Partner with CDIA to strengthen measurement, reporting frameworks, and insight generation.
• Develop governance models with clear ownership across measurement, analysis, actions, and executive communications.
• Create executive dashboards and data visualizations translating insights into actionable recommendations.
• Drive alignment across Customer Success, Product, Support, Marketing, Quality, Finance and others to prioritize improvements.
• Identify data quality, data, process, or accountability gaps and lead cross-functional remediation initiatives.
• Champion disciplined use of customer feedback in strategic planning and retention efforts.
• Promote transparency in methodology and data quality standards for credibility of metrics.
• Measure and communicate effectiveness of improvement initiatives to leaders.

Skills

Cross-functional leadership

Executive communication

Analytical rigor

Dashboard development

Survey methodologies

Customer health measurement

Education

Bachelor's degree in Business, Statistics, Social Sciences, Market Research, Customer Experience, Data Analytics

Tools

Gainsight

Salesforce

VoC platforms

BI tools

Job description

Why Join Omnicell?

At Omnicell, we believe the voice of the customer should shape how we innovate, operate, and deliver outcomes. We are seeking a Senior Program Manager, Customer Health to lead and evolve our enterprise customer feedback and customer health measurement programs. In this highly visible role, you will work across Customer Lifecycle, Commercial Data Insights & Analytics (CDIA), Product, Customer Success, Support, Marketing, Quality, and other key functions to transform customer insight into meaningful business action. This is an opportunity to build governance, influence executive decision-making, shape customer experience strategy, and ensure customer feedback becomes a trusted driver of organizational priorities. If you are passionate about customer listening programs, data-driven storytelling, and leading cross-functional initiatives that improve customer outcomes, we invite you to join us.

What You'll Do

Primary Impact

As the Senior Program Manager, Customer Health, you will establish the governance, analytical rigor, operating cadence, and executive visibility necessary to ensure customer feedback drives measurable customer and business outcomes. You will be accountable for the complete customer feedback lifecycle: Listen, Learn, Act, and Communicate.

Key Responsibilities

• Lead the enterprise customer health and survey program, including integrated program planning, stakeholder governance, operating cadence, executive reviews, and decision management.
• Own and continuously improve the end-to-end feedback cycle by ensuring customer insights are accurately collected, analyzed, acted upon, and communicated.
• Serve as the primary subject matter expert for survey methodology, customer experience measurement, customer health scores, and feedback interpretation.
• Partner closely with Commercial Data Insights & Analytics (CDIA) to strengthen analytical rigor, measurement methodologies, reporting frameworks, and insight generation.
• Develop and maintain clear governance models, including RACI ownership across measurement, analysis, customer follow-up actions, remediation plans, and executive communications.
• Create executive dashboards, scorecards, and data visualizations that translate complex customer insights into actionable business recommendations.
• Drive alignment across Customer Success, Product, Support, Marketing, Quality, Finance, and other stakeholders to prioritize high-impact customer improvement initiatives.
• Identify gaps in data quality, technology, processes, reporting, or accountability and lead cross-functional initiatives to address them.
• Champion disciplined use of customer feedback in strategic planning, prioritization, risk assessment, retention efforts, and continuous improvement initiatives.
• Protect the credibility and integrity of customer metrics by promoting transparency in methodology, measurement assumptions, and data quality standards.
• Measure and communicate the effectiveness of customer improvement initiatives, ensuring leaders understand both progress and remaining opportunities.
• Support executive and customer-facing communications by providing validated, accurate, and actionable customer insight.

Who You Are

Minimum Qualifications

• Bachelor's degree in Business, Statistics, Social Sciences, Market Research, Customer Experience, Data Analytics, or a related field.
• 3+ years of experience in program management, customer insights, customer experience, market research, business analytics, or a related discipline.
• Demonstrated experience designing, administering, governing, or analyzing customer feedback and survey programs.
• Strong understanding of survey research methodologies, questionnaire design, sampling approaches, segmentation strategies, response bias, and data quality principles.
• Advanced analytical capabilities with experience interpreting large, complex, and sometimes imperfect datasets.
• Experience developing dashboards, executive scorecards, business visualizations, and data-driven narratives.
• Proven ability to lead cross-functional initiatives and influence stakeholders without direct authority.
• Exceptional written, verbal, presentation, and executive communication skills.
• Ability to communicate technical, statistical, or methodological concepts in a clear and accessible business-oriented manner.
• Strong organizational skills, attention to detail, judgment, and ability to navigate ambiguity while maintaining forward progress.

Preferred Qualifications

• Advanced degree in Business, Analytics, Statistics, Customer Experience, Market Research, or a related field.
• Experience managing enterprise customer health scoring frameworks or customer experience measurement programs.
• Experience with customer success platforms, CRM systems, survey technologies, business intelligence tools, or comparable technologies.
• Experience with Gainsight, Salesforce, VoC platforms, NPS, CSAT, customer health scoring, or customer success methodologies.
• Experience connecting customer feedback to operational improvements, product enhancements, service recovery programs, or retention strategies.
• Experience partnering with data science or analytics organizations on predictive models, customer risk indicators, and outcome measurement.
• Experience within healthcare technology, medical devices, enterprise software, or similarly complex B2B environments.
• Experience supporting market-facing or customer-facing communications grounded in customer insights.

How You'll Elevate At Omnicell

At Omnicell, success is defined not only by results, but by how those results are achieved.

Collaborate

Build trusted partnerships across Customer Lifecycle, CDIA, Product, Customer Success, Support, Marketing, Quality, and Finance to drive alignment around customer priorities and actions.

Inspire

Influence leaders and stakeholders by translating customer insight into compelling narratives that motivate action and improve customer outcomes.

Develop

Continuously strengthen customer listening practices, measurement approaches, and analytical capabilities while sharing knowledge across teams.

Execute

Establish disciplined governance, clear accountability, and measurable success criteria to ensure customer feedback drives meaningful results.

Impact

Transform customer insight into strategic initiatives, operational improvements, and measurable business outcomes that strengthen customer confidence and loyalty.

Leadership Attributes

The Ideal Candidate Demonstrates

• Customer-Centered Thinking by keeping customer outcomes at the center of every decision, metric, and improvement initiative.
• Analytical Rigor by valuing sound methodology, objective evidence, and transparent assumptions.
• Orchestration Excellence by aligning stakeholders, clarifying ownership, and driving progress across organizational boundaries.
• Executive Readiness by communicating confidently and effectively with senior leaders and C-level audiences.
• Action Orientation by moving beyond reporting and measurement to create measurable improvement and accountability.
• Curiosity and Continuous Improvement by seeking root causes, challenging assumptions, and strengthening systems over time.

Base Compensation: $92,253.00 to $145,000.00
(Actual compensation is subject to variation due to such factors as location, education, experience, and skillset. We offer a comprehensive benefits package, including medical, dental and vision plans covering eligible US employees and dependents, voluntary wellness and employee assistance programs, life insurance, disability, retirement plans with matching, and paid time off.)