Program Manager, Voice of the Customer
New
This is a full time role that can be held from one of our US hubs or remotely in the United States.Full-TimeMiddle
Salary$127k-$269k per year
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Job Details
- Required Skills
- Data AnalysisCross-functional collaborationCustomer support
Requirements
- Experience building and running a VOC program, as a PM or Manager.
- Strong POV on what good VOC program metrics and processes look like.
- Background in a customer-facing function (Support, Success, or Sales; Support preferred).
- Demonstrated ownership mentality and track record of identifying problems and driving solutions.
- Ability to ruthlessly prioritize when capacity is limited.
- Fluency in AI workflows and ability to build lightweight, scalable processes.
- Strong analytical skills with an ability to translate data into compelling customer narratives.
- Ability to influence cross-functional stakeholders and drive action across a range of audiences.
Responsibilities
- Own the rhythm of VOC reporting and define the mechanisms that feed into the program, including launch insight reporting.
- Surface and prioritize the biggest customer pain points, align with Product and Engineering on roadmap prioritization, and advocate for customer needs.
- Monitor and report on customer sentiment from pre through post-product launches, providing recommendations across Product, Support, and Sales.
- Set shared, data-backed goals with Product and Engineering partners and monitor progress.
- Work directly with Sales to bring customer problem statements into the VOC program.
- Integrate signals from NPS, Research, Sales, and community alongside Support data into a unified narrative.
- Strategically implement AI workflows to build scalable processes that generate and deliver insights faster.
- Communicate customer insights across a range of audiences, from frontline support to Product leadership.
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