Senior Manager, Survey Operations & Client Experie

at American Medical Association in Chicago, Illinois, United States

Job Description

Sr. Manager Program, OB (Hybrid)

Chicago, IL

The American Medical Association (AMA) is the nation's largest professional Association of physicians and a non-profit organization. We are a unifying voice and powerful ally for America's physicians, the patients they care for, and the promise of a healthier nation. To be part of the AMA is to be part of our Mission to promote the art and science of medicine and the betterment of public health.

At AMA, our mission to improve the health of the nation starts with our people. We foster an inclusive, people-first culture where every employee is empowered to perform at their best. Together, we advance meaningful change in health care and the communities we serve.

We encourage and support professional development for our employees, and we are dedicated to social responsibility. We invite you to learn more about us and we look forward to getting to know you.

We have an opportunity at our corporate offices in Chicago for a Sr. Manager Program, OB (Hybrid) on our Mission Operations team. This is a hybrid position reporting into our Chicago, IL office, requiring 3 days a week in the office.

This role manages the health, consistency, and scalability of the Organizational Biopsy client experience. While leading a limited number of high-touch engagements and demo conversations, this role focuses primarily on portfolio-level relationship ownership, developing and enabling Program Specialists, and overseeing day-to-day Organizational Biopsy survey operations. This role serves as the primary escalation point for client service issues and lead operational changes that strengthen delivery quality and reliability. This role ensures the Organizational Biopsy program runs predictably, responsively, and in alignment with broader service and product strategies. This role manages professional staff and/or supervisors, generally manages a homogenous team. This role is responsible for business results of an area of expertise or a small discipline - primarily operational.

RESPONSIBILITIES:

Program Management
* Own end-to-end delivery of the Organizational Biopsy program including client acquisition and product demonstrations, client onboarding, survey configuration and administration, assistance with driving response rates, preparation of reporting deliverables, and issue resolution.
* Develop and implement operational changes related to Organizational Biopsy delivery, partnering with physician faculty, Data and Technology, MMX, and senior leadership as appropriate.
* Oversee core survey operations, including timelines, workflows, quality controls, and exception handling.
* Design, document, and refine internal workflows, tools, and operating procedures to improve efficiency, consistency, and delivery quality.
* Drive continuous improvement of Organizational Biopsy operations based on delivery experience, client feedback, and evolving program needs.
* Partner with the Data and Technology team to translate client insights and internal workflow needs into survey platform enhancements and requirements that streamline operations and strengthen the client experience.

Relationship Management
* Lead Organizational Biopsy demo calls and support sales, onboarding, and renewal conversations independently and in partnership with MMX commercial and service teams where relevant.
* Serve as the senior relationship owner for Organizational Biopsy clients, tracking relationship health, milestones, renewals, and risk across the portfolio.
* Independently develop and execute service recovery plans for high-touch or at-risk clients, exercising judgment to resolve issues proactively and in line with resource or methodology constraints.
* Act as the primary escalation point for Organizational Biopsy client service challenges, coordinating resolution across Faculty, Data, and Technology partners.
* Maintain close coordination with the Activation team, MMX service team, and Joy in Medicine team to ensure a seamless, coherent client experience across touchpoints.
* Lead and/or support program evaluation and customer understanding efforts.

Program Operations and Enablement
* Set clear standards, expectations, process documentation, and workflows to ensure consistent service quality and execution.
* Own cross-functional coordination and handoffs across Product, Faculty, Data, Marketing, Legal, and Technology teams.
* Inform staffing, resourcing, and capacity planning decisions for Organizational Biopsy based on projected survey volumes... For full info follow application link.

We are an equal opportunity employer, committed to diversity in our workforce. All qualified applicants will receive consideration for employment. As an EOE/AA employer, the American Medical Association will not discriminate in its employment practices due to an applicant's race, color, religion, sex, age, national origin, sexual orientation, gender identity and veteran or disability status.