Program Manager, Voice of the Customer
New
F
FigmaSoftware Design
Can be held from one of our US hubs or remotely in the United StatesFull-TimeManager
Salary127,000 - 269,000 USD per year
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Job Details
- Required Skills
- Artificial IntelligenceData AnalysisProduct ManagementStakeholder managementCustomer support
Requirements
- Experience building and running a VOC program as a PM or Manager.
- Background in a customer-facing function (Support, Success, or Sales).
- Strong understanding of what constitutes a successful VOC program.
- Demonstrated ownership mentality and track record of identifying and solving problems.
- Ability to prioritize effectively when capacity is limited.
- Fluency in AI workflows.
- Ability to build lightweight, scalable processes quickly.
- Strong analytical and communication skills.
- Ability to translate data into compelling customer narratives.
- Ability to influence cross-functional stakeholders.
Responsibilities
- Own the rhythm of VOC reporting and define the mechanisms that feed into the program.
- Surface and prioritize customer pain points and align with Product and Engineering on roadmap prioritization.
- Monitor and report on customer sentiment across product launches.
- Set shared data-backed goals with Product and Engineering partners.
- Work with Sales to integrate field insights into the VOC program.
- Integrate signals from NPS, Research, Sales, and community alongside Support data.
- Implement AI workflows to generate and deliver insights faster.
- Communicate customer insights to audiences ranging from frontline support to leadership.
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