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Manager, CX Staff & Business Management-Remote

Location: Burlington, Vermont

Type: full-time

Education: batchelors

Experience: >10yrs

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QGenda is the leading innovator in provider operations, delivering solutions to more than 4,000 organizations in over 45 medical specialties. Ranked as one of the Top Workplaces in Atlanta, Georgia’s Top 40 Innovative Companies, and one of the 40 fastest growing companies in Georgia, QGenda is the best place to grow in your career. We’re committed to our employees, customer-obsessed, community dedicated, collaborative, and quick. Staff & Business Management is a newly formed function within QGenda’s Customer Experience organization. Its mission is to enable the growth of CX business through focused organizational support aligned to QGenda’s executive goals. We’re looking for an experienced manager skilled in creating and driving strategic initiatives to help CX become best in class! This is a key position that requires strategic influence and superiorly strong communication. With this career opportunity, you will leverage your skills and project/program management experiences to help build strategic processes, methodologies and solutions in a growing Customer Experience organization that delivers incredible results. This position will start off as an individual contributor with an opportunity to progress into a people management role in the future.   Responsibilities:
  • Assist with standing up the various supporting groups within the newly formed Staff & Business Mgmt function.
  • Identify opportunities for process, systems and tools improvements to allow CX to scale.
  • Develop and manage a detailed program plan that considers all requirements, constraints, resources, and deliverables associated with the defined objectives.
  • Contribute information and recommendations to help in drafting strategic plan and set operational objectives.
  • Prepare action plans to help achieve the planned goals and deadlines.
  • Provide strategic input to executive, senior leadership, and other internal partners on all aspects of projects or programs being managed.
  • Track and report project and program status on a consistent basis, including identifying, categorizing, and escalating project/program issues and risks that need leadership attention.
  • Evaluate, measure, and report on strategic effectiveness and ROI for overall project and program efforts.
  • Establish and maintain standardized processes, procedures, tools, training, and reporting functions related to projects and programs.
  • Ensure that communicated and planned milestones and metrics (savings, cost, timing, etc.) are achieved, successfully managed and executed on schedule and on budget.
  • Act as a liaison across functions and with technical and non-technical audiences to communicate and ensure alignment to objectives. Surface key issues and changes which may impact expected business results.
  • Leverage change management best practices to ensure the successful adoption of strategic initiatives.
  • Effectively manage risk, partnering with colleagues to ensure the right decisions are made at the right time, appropriate communication occurs, and plans are intelligently adjusted to reflect necessary fluctuations in goals and requirements.
  Knowledge, Skills, and Abilities:
  • Strong leadership and demonstrated experience in a CX-type organization, with a track record of success in driving and delivering business critical programs
  • Experience in multi-functional program management and/or strategy roles
  • Ability to support multiple projects in a fast-paced environment
  • Superior oral and written communicator and facilitator across multiple levels and roles of an organization
  • Ability to present information in a way that establishes rapport, persuades others, and gains understanding
  • Proficiency with tools and systems to effectively manage projects and programs
  • Track record of effective project and program management experience
  • Expert in influence and negotiation, with deep understanding of effective change management
  • Demonstrated experience being a champion for process or change, providing context and clarity, while minimizing overhead
  • Ability to flourish with minimal or no supervision
  • Ability to select, develop, evaluate and lead personnel to ensure the efficient operation of the group.
  Requirements:
  • BS degree or equivalent practical experience
  • Minimum 10 years working in a project and/or program management role
  • Minimum 5 years working in a customer support/services organization
  • Minimum 2 years of leadership experience

Head of CX Listening Programs (Customer & Employee)-Remote

Location: Williston,VT

Type: full-time

Education: none

Experience: <1yr

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QGenda is the leading innovator in provider operations, delivering solutions to more than 4,000 organizations in over 45 medical specialties. Ranked as one of the Top Workplaces in Atlanta, Georgia’s Top 40 Innovative Companies, and one of the 40 fastest growing companies in Georgia, QGenda is the best place to grow in your career. We’re committed to our employees, customer-obsessed, community dedicated, collaborative, and quick. Staff & Business Management is a newly formed function within QGenda’s Customer Experience organization. Its mission is to enable the growth of CX business through business management, customer and employee listening programs, and focused organizational support aligned to QGenda’s executive goals. We’re looking for an experienced leader who is passionate about creating experiences that ensure the well-being of customers and employees, and will help CX become best in class! As Head of CX Listening Programs you will lead both our customer and employee experience survey programs. You will be responsible for designing, implementing and managing program strategy, the design of surveys, and advanced analytics. This is a unique and exciting opportunity to define and deliver new programs that will simplify and accelerate the customers’ and employees’ journey with QGenda. You would be a great candidate if you have direct experience in designing and evaluating methods for collecting insights via surveys and someone who has led successful voice of the customer/employee programs. You are a self-starter and manage end to end project execution. You are comfortable making decisions autonomously, but also are willing to reach out for support when needed. You thrive on working through data and analysis to be able to provide actionable insights that enable better strategic and tactical decision-making for our business.   Responsibilities:
  • Successfully implement and manage customer (NPS & CSAT) and employee listening programs, ensuring efficiently and high quality that foster executive trust
  • Analyze data, create reports and presentations that provide the organization with actionable customer and employee experience insights
  • Partner with CX Leadership and cross functional business stakeholders to drive quality closed loop conversations based on survey results
  • Use data-driven insights and storytelling to inspire the organization to listen, understand and act on customer and employee feedback
  • Drive operational best practices and ensure survey deliverability and data quality across all CX digital listening programs
  • Develop strong business partner relationships and add value by learning about the industry, QGenda’s products and processes, market trends, and competitive environment
  • Partner with Marketing to identify clients who are good candidates for references, potential advocacy, and case study development
  • Partner with Product Strategy to share feedback about the product, areas of competitive differentiation or weakness, and potential expansion opportunities
  Knowledge, Skills, and Abilities:
  • Experience managing customer listening programs, such as NPS, transactional, or satisfaction surveys
  • Proficiency in data and analytics to instrument and drive the right KPIs and impact, and create sustainable mechanisms to support scale.
  • Strong program management skills. Experience building, running, and optimizing programs
  • Knowledge of a variety of survey design and research methods
  • Experience with data analysis, comfort with analyzing large data sets to identify key trends and insights
  • Experience and success using data to tell a story, including the ability to draw and synthesize insights from multiple different sources
  • Excellent communication skills, including the ability to present complex concepts clearly and persuasively across diverse audiences at various levels of our organization
  • Demonstrated passion for Customer Experience and acting as an advocate for customers and employees
  • Strong critical thinking, influencing, and relationship management skills
  • Experience using Qualtrics, Medallia, or similar enterprise level survey tools is a plus
  Requirements:
  • BS degree or equivalent practical experience
  • Minimum 3 years of direct experience working with voice of the customer programs
  • 5+ years in a customer experience, customer support or services organization
  • Official project and/or program management experience is a plus

Growth Marketer

Location: Burlington, Vermont

Type: full-time

Education: none

Experience: 5-10yrs

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The Digital Marketing Lead will be tasked with becoming the trusted advisor for our clients by using a data-driven approach to define business success through increased paid media and SEM/SEO performance. Contributing to the team you develop deep knowledge of all aspects of digital marketing, particularly with regard to data, web analytics, tag management, search engine optimization, and measurement dashboards. In this role, you will need to understand digital analytics (i.e. Google Analytics, Adobe Analytics, WebTrends, etc.), and implement required tracking via tag management (i.e. Google Tag Manager, Tealium, ADM, etc.). Using measurement frameworks, you will tell a narrative through data and guide activities and prioritization of actions across digital marketing to drive continuous improvement. Tasks and Responsibilities Requirements
  • Lead Digital Marketing Efforts For Clients and Scout
  • Apply audience and segmentation to digital content to inform what engagement means across channels
  • Paid Search Channels: Google Ads, You tube ads, Microsoft Ads
  • Paid Social Channels: Facebook and Instagram, Linkedin, TikTok and SnapChat
  • Addtitonal Ad channels Citrus Ads, Display, DSP, OTT, OTH
  • Score and prioritize leads and purchase funnels
  • Consult with internal teams and clients to develop, execute, and enhance digital marketing strategies aligned with their business goals and objectives.
  • Develop and implement personalization scenarios within multiple content management systems
  • Implement tracking via tag management systems defined by internal teams and our clients.
  • Understand A/B and multivariate testing and how it can be applied to advertising.
  • Develop a system for tracking results and delivering consistent reporting, as well as identifying weak spots early (provided we have a sufficient sample size).
  • Understand processing, cleansing, and verifying the integrity of data used for analysis.
  • Complete ad-hoc data analysis and present results in a clear manner.
  • Create automated anomaly detection systems and constant tracking of its performance.
  • Work with engineering teams to implement and customize digital marketing platforms according to client needs.
  • Conduct audits and regular analysis related to SEO, content, analytics, and other agreed-upon aspects with our clients.
  • Understand onsite, technical, and offsite SEO best practices (as well as tracking systems).
  • Ability to understand client’s business and business needs quickly to create unique innovative solutions to ensure they meet their acquisition, revenue and consumer experience goals
  • Participate in new client pitches and new business development initiatives
  • Develop POVs , client recommendations and Company Wide Educational Opportunities
  • Perform ongoing program and competitive audits
  • Be able to have strong technical and strategic SEO skills to ensure clients growth of organic traffic
  • Execute tests, collecting and analyzing data, identifying trends and insights in order to achieve maximum ROAS in paid campaigns
  • Utilize strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points
  • Evaluate emerging trends and technologies. Provide thought leadership and insightful POV’s when appropriate
  • Develop close relationships with clients and with internal stakeholders
  • Participate in developing new business, identify growth opportunities within projects and existing client relationships
  • Facilitate meetings, working sessions and workshops with sensitivity to client and team needs
Knowledge, Skills, Abilities
  • 5-8 years of experience in technical marketing platforms (i.e. marketing automation, SEO tool/platforms, social media marketing, pay-per-click advertising, CRM, business intelligence, tag management platforms such as Google Tag Manager, Tealium, Omniture, etc.)
  • 3-5 years’ experience in tag management (i.e. GTM, DTM, Tealium, etc), web analytics (Google Analytics, Adobe, ClickDimensions, etc.), search and technical SEO
  • Strong technical acumen and excellent communication and presentation skills
  • Data-oriented personality
  • Strong quantitative and analytical skills required
  • Proven success developing and implementing SEO programs
  • Technical SEO experience required
  • Able to run campaigns across all paid and organic channels
  • Able to create and understanding of SEM and how SEO & SEM work together
  • Superb communication, presentation and public-speaking skills.

Digital Marketing Specialist

Location: Burlington, Vermont

Type: full-time

Education: masters

Experience: 5-10yrs

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The Digital Marketing Specialist at Scout Digital will be tasked with becoming the trusted advisor for our clients by using a data driven approach to define business success through increased paid media and SEO/SEM performance.. Contributing to the team you develop deep knowledge of all aspects of digital marketing, particularly with regard to data, web analytics, tag management, search engine optimization, and measurement dashboards. In this role, you will need to understand digital analytics (i.e. Google Analytics, Adobe Analytics, WebTrends, etc.), implement required tracking via tag management (i.e. Google Tag Manager, Tealium, ADM, etc.). Using measurement frameworks, you will tell a narrative through data and guide activities and prioritization of actions across digital marketing to drive continuous improvement. Tasks and Responsibilities
  • Map business and marketing objectives to KPIs and metrics for analysis and potential dashboard creation
  • Apply audience and segmentation to digital content to inform what engagement means across channels
  • Score and prioritize leads and purchase funnels
  • Consult with internal teams and clients to develop, execute, and enhance digital marketing strategies aligned with their business goals and objectives.
  • Develop and implement personalization scenarios within multiple content management systems
  • Implement tracking via tag management systems defined by internal teams and our clients.
  • Understand A/B and multivariate testing and how it can be applied to advertising.
  • Develop a system for tracking results and delivering consistent reporting, as well as identifying weak spots early (provided we have a sufficient sample size).
  • Understand processing, cleansing, and verifying the integrity of data used for analysis.
  • Complete ad-hoc data analysis and present results in a clear manner.
  • Create automated anomaly detection systems and constant tracking of its performance.
  • Work with engineering teams to implement and customize digital marketing platforms according to client needs.
  • Conduct audits and regular analysis related to SEO, content, analytics, and other agreed-upon aspects with our clients.
  • Understand onsite, technical, and offsite SEO best practices (as well as tracking systems).
  • Ability to understand client’s business and business needs quickly to create unique innovative solutions to ensure they meet their acquisition, revenue and consumer experience goals
  • Participate in new client pitches and new business development initiatives
  • Develop POVs , client recommendations and Company Wide Educational Opportunities
  • Perform ongoing program and competitive audits
  • Be able to have strong technical and strategic SEO skills to ensure clients growth of organic traffic
  • Execute tests, collecting and analyzing data, identifying trends and insights in order to achieve maximum ROAS in paid campaigns
  • Utilize strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points
  • Evaluate emerging trends and technologies. Provide thought leadership and insightful POV’s when appropriate
  • Develop close relationships with clients and with internal stakeholders
  • Participate in developing new business, identify growth opportunities within projects and existing client relationships
  • Facilitate meetings, working sessions and workshops with sensitivity to client and team needs
Skills and Qualifications:
  • 5-8 years of experience in technical marketing platforms (i.e. marketing automation, SEO tool/platforms, social media marketing, pay-per-click advertising, CRM, business intelligence, tag management platforms such as Google Tag Manager, Tealium, Omniture, etc.)
  • 3-5 years’ experience in tag management (i.e. GTM, DTM, Tealium, etc), web analytics (Google Analytics, Adobe, ClickDimensions, etc.), search and technical SEO
  • Strong technical acumen and excellent communication and presentation skills
  • Data-oriented personality
  • Strong quantitative and analytical skills required
  • Proven success developing and implementing SEO programs
  • Technical SEO experience required
  • Able to create and understanding of SEM and how SEO & SEM work together
  • Superb communication, presentation and public-speaking skills.
Preferred Qualifications:
  • Eager to continue to learn about emerging analytics technologies and trends and create points of view that can be shared internally and externally
  • Paid search or marketing automation experience is a plus
  • Personalization planning and implementation experience is a plus
  • Experience with marketing automation systems such as Marketo and Eloqua is a plus
  • Degree in an analytical/marketing/advertising discipline is ideal but not required
  • Certified in Google AdWords Search Advertising is required, additional Google certifications are a plus
  • Experience using query languages such as SQL or R is a plus
  • Familiarity with content management systems such as Sitecore, Episerver, Sitefinity, etc
  • Dashboard development experience with tools such as DataStudio, Power BI, Tableau, etc
  • A/B testing experience and exposure with tools such as VWO, Optimizely, or Google Optimize
  • Master’s degree in marketing or business
  • Prior experience with copywriting
  • Prior project and/ or account management experience with a focus in analytics, reporting, digital marketing or creative agency

Senior Developer

Location: Burlington, Vermont

Type: full-time

Education: batchelors

Experience: 5-10yrs

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Scout Digital is looking for an experienced web developer to join our growing team. The ideal candidate has over five years of experience building web applications and custom websites for clients, as well as providing creative solutions to improve and develop new products.  The Developer’s main objective is to combine technology and design to create inviting, easy-to-use websites for our clients. By collaborating with internal team members to understand the needs of the client, the Developer will optimize websites for different formats like desktops and mobile phones, and run tests to ensure code performs the correct functions. ESSENTIAL JOB DUTIES:
  • Work with UX/UI and development teams to develop the overall look and design of a website
  • Produce, maintain and modify websites and user interfaces
  • Incorporate applications, graphics, audio and video clips into client websites
  • Create tools that enhance the user’s website experience
  • Build responsive sites for mobile and desktop web experiences, ensuring websites are accessible across many platforms
  • Routinely test websites for ease of use, speed and other quality factors; fix any website issues or bugs that arise
  • Work in collaboration with backend developers to ensure proper implementation of website data and functionality
  • Continue to expand knowledge of new technologies, as well as strengthen current knowledge base
  • Follow the latest advancements in front end technologies and techniques
  • Review code and mentor other developers on best-practices for front end development
REQUIRED SKILLS
  • Experience developing web-based responsive applications
  • Fluent in HTML/CSS/Javascript and able to develop rich client experiences from mockups from the ground up
  • Experience with CSS preprocessors such as LESS or SASS
  • Experience building responsive templates using bootstrap
  • Front end and visualization experience using JavaScript and extensive experience with jQuery Libraries, React.js, or native JS for DOM manipulation
  • Experience using web templating engines, such as Blade, Twig, or Handlebars
  • Experience using JSX or similar Javascript templating extensions
  • Experience with CMS platforms, such as WordPress, Shopify or Hybris
  • Experience using web templating engines
  • Extensive knowledge of respective browser compatibility issues (Internet Explorer, Firefox, Safari, Chrome).
  • Experience integrating iframes
  • Experience loading product and content data onto management tools
  • Experience with front end build tools such as webpack, gulp, grunt, etc.
  • Experience with development processes including git
  • Experience in working with client and offshore team to ensure seamless delivery
  • Creative, artistic and understanding of how humans interact with computers
  • An impeccable eye for detail with the ability to match your UI to any design in a cross-browser and device environment
  • Strong interpersonal and communication skills with an affinity for problem-solving
  • Ability to self-manage during projects and proactively raise issues/concerns to the team
  • A desire to own a project from beginning to end, with a strong sense of pride in a job exceptionally done
JOB SPECIFICATIONS / QUALIFICATIONS:
  • Bachelor’s degree in computer science, computer engineering or equivalent experience
  • Strong knowledge of HTML, CSS, and JavaScript
  • Thorough understanding of web design and SEO optimization
  • Experience in cross-platform website design
  • Nice to haves, but not required: Experience with React or similar JS libraries, WordPress experience, PHP, and MySQL
  • Minimum of 5 years of experience in web or app development, preferably in WordPress