Customer Data Quality Manager

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Position Summary:

Manager – Customer Data Quality owns end to end CRM Data management including Data Quality and Data research activities, with strong understanding of technical aspects of Salesforce, CRM fusion tools and Marketing automation tools. Lead the establishment and scaling of Customer Data operations and Data Quality teams in India, driving strategic initiatives across Customer Success, Marketing, and Sales divisions within athenahealth. This passionate and enthusiastic leader will oversee the transition of critical Customer Data projects while building high-performing teams and fostering a culture of continuous improvement. The role requires a quick learner with strong people management expertise, proven project management capabilities, and exceptional stakeholder coordination skills to deliver exceptional business results.

Essential Functions (Duties and Responsibilities):

70% [Primary Function]

• Partner with Customer Success, Marketing, Sales and Technology stakeholders to understand business requirements and guide the team to spin off and execute projects to align with and meet the stakeholders’ expectations.
• Create and maintain dashboards to report on team productivity, utilization & data quality metrics. Ensure efficient production allocation and performance management.
• Consistently work towards maintaining high levels of TAT and accuracy metrics.
• Oversee end-to-end transition and management of Customer Data quality projects.
• Ensure accurate maintenance of customer data objects and fields in Salesforce, adhering to business requirements and KPIs.
• Develop and maintain comprehensive process documentation, reports, and knowledge base supporting Customer Data quality initiatives
• Lead, mentor, and develop a team of Data Operations Associates, fostering professional growth and career advancement

30%

• The Manager should be hands-on with various data quality activities such as Data refresh, data research and validation, with the ability to practically demonstrate process execution to the team.
• Initiate and lead projects to proactively optimize Salesforce data quality, by collaborating cross-functionally with IT, Data Engineering, and other business teams 
• Drive continuous process improvement initiatives to enhance efficiency, accuracy, and scalability

Education & Experience Required:

• Bachelor’s degree (mandatory), Master’s degree preferred.
• 12+ years’ experience working in CRM data operations and data quality management
• Strong people, project and stakeholder management experience with proven track record of delivering exceptional results and driving team performance (mandatory)
• Exceptional stakeholder coordination abilities with proven ability to build and maintain strategic relationships across multiple business units
• US Healthcare Industry knowledge highly preferred.
• Customer Data operations work experience preferred.
• Quick learner with adaptability to rapidly changing business requirements and technologies

Knowledge & Skills:

• Intermediate knowledge of MS Excel skills with very good hands-on experience is mandatory.
• Intermediate knowledge of SQL skills with hands-on experience is preferable.
• Deep understanding of CRM data operations, particularly in Salesforce and data quality management
• Strong analytical and problem-solving capabilities to address complex operational challenges.
• Outstanding verbal and written communication skills for executive-level presentations and team communications