Manager of Survey Operations
Position Title: Manager of Survey Operations
Department: Survey Operations
Reports to: Kire Madsen, VP of Customer Operations
FLSA Status: Exempt
About Us
Activated Insights, a Software-as-a- Service (“SaaS”) leader in long-term and post-acute care, has opened a new Manager of Survey Operations seat to support our company’s growth and operational efficiency.
Founded in 2008, Activated Insights is a software company serving North America’s fastest-growing labor market—long-term and post-acute senior care. As the market leader, our technology, surveys, and training solutions are used by everything from mom-and-pop small businesses to billion-dollar care organizations. Ultimately, our services impact the lives of hundreds of thousands of seniors every year. Today, with over 250 team members, over 7,000 customers that extend into over 23,000 sites of care, our products focus on employee engagement, ongoing education, resident and patient satisfaction surveys, and reputation management tools.
What Sets Activated Insights Apart
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We are at the heart of the healthcare industry's most dynamic sector, with an ever-growing demand for post-acute care and long- term care to address the fastest growing segment of the US population.
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Our bond with healthcare providers draws compassionate, service-driven team members, fostering a spirited, collaborative culture aligned on our mission to deliver exceptional experiences for our employees, our customers and the people in their care.
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A high-performing executive leadership team with success in both public and PE companies, primarily in high-growth companies focused on the long term and post-acute care market.
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Backed by a private investment firm with 40+ years of experience forging lasting partnerships across the healthcare industry.
Why Is This Role So Special?
We are looking for a Manager of Survey Operations to lead and evolve the operational backbone of our survey delivery division. This is a high-impact, cross-functional role for someone who loves building systems, eliminating friction, and turning complex paper-and-digital workflows into scalable, efficient processes.
You will own the full survey operations lifecycle — from workflow documentation and process improvement to vendor coordination and technology integration. You will work closely with engineering, product, and client-facing teams to ensure our survey programs run flawlessly at scale
Key Responsibilities
Process Improvement & Automation
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Evaluate and document the end-to-end survey delivery process across paper, digital, phone, and SMS modalities.
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Identify bottlenecks, failure points, and redundant touchpoints across workflows and propose actionable solutions.
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Create and maintain SOPs for all aspects of the survey operations lifecycle.
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Design and implement automation solutions using tools such as Power Automate, Power Apps, or similar platforms.
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Lead evaluation of our current technology stack and provide recommendations on platform consolidation or replacement.
Cross-Functional Collaboration
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Serve as the operational liaison between survey operations, engineering, product, and senior leadership.
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Partner with developers to scope and prioritize automation and integration projects.
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Collaborate with the client success team to reduce manual operational burden on client-facing staff.
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Support the integration of workflows and data pipelines into Activated Insights platforms.
Vendor & Technology Management
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Manage key vendor relationships including print partners, scanning vendors, and transcription services.
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Oversee data pipelines from physical paper scanning through transcription and into reporting systems.
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Support evaluation and implementation of new tools to replace legacy systems.
Day-to-Day Operations
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Contribute to daily operational needs as required, including administrative survey tasks and quality review.
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Monitor alert and reporting pipelines to ensure data integrity and timely client communication.
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Build and maintain documentation so institutional knowledge is captured and transferable