Voice of Customer

Do you crave a career that truly makes an impact in people's lives? Do you thrive on problem-solving and finding solutions? Join a dedicated, tight-knit team that creates an immediate and meaningful impact every day.

Leidos QTC Health Services is seeking a Voice of Customer Operations Manager to support our Customer Experience ('CX') team. You will manage the operational aspects responsible for processing customer feedback, coordinating transportation, mileage and travel reimbursements, ensuring processing adherence across the enterprise. You will be responsible for collecting, analyzing and interpreting data to identify systemic gaps, and ensuring resolution through cross-functional collaboration. This is a pivotal role in transforming customer feedback into actionable insights that drive operational excellence, process adherence, and continuous improvement across the organization.

Primary Responsibilities:

• Develop and execute a comprehensive VoC ("Voice of Customer") roadmap aligned with business objectives and customer goals
• Manage multi-channel feedback systems (surveys, social platforms, support interactions, etc.) analyze qualitative and quantitative data to uncover friction in customer journey and optimization
• Implement processes to support proactive decision-making to ensure customer issues are addressed and learnings are fed back into organization, service and operational improvements
• Oversee VoC platforms and tools; ensure seamless integration of systems
• Define and track key performance indicators; build dashboards, monitor trends to identify breakdowns in workflows or non-adherence to procedures to present findings to leadership and drive corrective actions
• Identify breakdowns in workflows or non-adherence to procedures and drive corrective actions
• Define and track key performance indicators; build dashboards, monitor trends to present findings to leadership
• Partners with Operations and Support teams to embed customer insights into strategic initiatives
• Lead, coach and develop a high-performing team focused on customer advocacy and operational excellence
• Champion and foster the customer perspective across departments to influence enterprise culture of accountability, empathy and continuous learning
• Responsible for optimizing and managing operational expenses (OPEX)
• Monitor the impact of changes and iterate to ensure sustained improvement
• Perform other duties and responsibilities as assigned

Required Qualifications:

• Bachelor's degree from an accredited college in Business Administration or related field or equivalent experience/combined education
• 7+ years' experience leading teams or projects
• 3+ years experience in operations, customer experience or process improvement roles
• Experience and/or strong knowledge with VoC ("Voice of Customer") platforms, CRM/PRM, ticketing systems and analytical platforms (e.g, Power BI, Tableau, Amazon Connect)
• Excellent analytical, data analysis, and problem-solving skills
• Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation

Preferred Qualifications:

• Experience in data interpretation, Survey Design, CX Metrics, and storytelling
• Knowledge of and familiarity with Program Management / Process Optimization
• Excellent written and verbal communication, Influence, and Relationship Building

About Leidos QTC Health Services

Leidos QTC Health Services collaborates closely with government and non-government customers to address current and future program needs within the health services domain. We specialize in disability-focused medical examinations, independent medical exams and review services, occupational health services, diagnostic testing, and case management solutions. As innovators, we focus on advancing technologies that improve service delivery, with a particular emphasis on enhancing accessibility for examinees in rural communities. With a proven track record of continuous improvement and steady growth, we now handle over 2 million appointments annually. Visit for more information.

Compensation and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. As a result, we offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

This role may fall under the Service Contract Act (SCA), a federal law which provides for a U.S. Department of Labor-prescribed minimum prevailing rate of pay and certain benefit levels. Where appropriate, Company-provided benefit plans such as comprehensive leave, holiday, medical, dental, life, accident, disability coverages, retirement plan contributions, and other health and welfare benefits and payments are utilized to meet these obligations.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos QTC Health Services will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.