Senior Program Manager, Customer Health

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.

Since 1992, Omnicell has been committed to transforming pharmacy care through outcomes-centric innovation designed to optimize clinical and business outcomes across all settings of care. We strive to be the healthcare provider’s most trusted partner by our guiding promise of “Outcomes. Defined and Delivered.”   

Our comprehensive portfolio of robotics, smart devices, intelligent software, and expert services is helping healthcare facilities worldwide to improve business and clinical outcomes as they move closer to the industry vision of the Autonomous Pharmacy. 

Our guiding principles inform everything we do: 

• As Passionate Transformers, we find a better way to innovate relentlessly. 
• Being Mission Driven, we consistently deliver on our promises. 
• Our Entrepreneurial spirit makes the most of EVERY opportunity for innovation. 
• Understanding that Relationships Matter creates synergies that yield the greatest benefits for all.
• Intellectually Curious, eager to think deeper to learn and improve.
• In Doing the Right Thing, we lead by example in ALL we do. 

We are deeply committed to Environmental, Social, and Governance (ESG) initiatives. Our ESG efforts focus on creating an inclusive culture and a healthier world. This includes our Employee Impact Groups, which foster inclusion and belonging, as well as our learning and well-being programs that support personal and professional growth. We also prioritize sustainability in our operations, aiming to reduce our environmental footprint and promote responsible business practices. Join us in transforming the pharmacy care delivery model, making patient care safer and smarter for all.

Omnicell is dedicated to fostering an inclusive workplace. We welcome applications from all individuals, valuing a wide range of perspectives and backgrounds. As an equal opportunity employer, we do not discriminate based on race, gender, religion, sexual orientation, gender identity, national origin, veteran status, or disability. We are committed to making our recruitment process accessible to everyone. We offer support and reasonable adjustments for individuals with disabilities during our hiring process. If you need assistance, please contact us at [email protected]. 

At Omnicell, respect for privacy and confidentiality is paramount. We adhere to strict policies to prevent discrimination or retaliation against those who engage in open conversations about compensation. However, employees privy to compensation information as part of their job role are expected to maintain confidentiality, except in specific circumstances outlined by law, such as during formal complaints, investigations, or as required by legal obligations.

Please note that Omnicell reserves the right to modify job roles and responsibilities as needed to meet our organization's evolving needs and drive our mission forward.