Program Manager, Voice of the Customer
May 2
🏢 In-office - Manhattan
Description
• Develop and manage a comprehensive VOC program to collect, analyze, and interpret customer feedback from our Product Support channels • Establish the rhythm of our VOC readouts, providing cross-functional and senior leadership-level visibility and alignment on goals and milestones • Map the customer journey to identify pain points and drive strategic improvements in the customer experience • Synthesize customer feedback into actionable insights and recommendations for our product and engineering teams to enhance product design, functionality, and the overall customer experience • Establish and maintain robust feedback channels, leveraging various sources such as support tickets, CSAT surveys, social channels, our community forum, and other direct and indirect feedback mechanisms • Monitor and report on customer sentiment and key gaps during and post-product launches, and provide recommendations for product improvements based on customer feedback • Collaborate with cross-functional teams, including product management, engineering, and marketing, to ensure customer feedback is incorporated into all stages of the product lifecycle • Identify and implement the right processes, tech stack, and up-to-date voice of the customer technology, including AI, to facilitate swift insights reporting • Maintain and iterate on a dashboard to track and report on key customer experience metrics, trends, and insights
Requirements
• Experience building and scaling a VOC program in a high-growth startup environment • A strategic mindset with a focus on continuous improvement and scalability • Proven experience in project/program management, or a related field – having operated in a Support organization • Stellar communication and influencing skills, with the ability to collaborate effectively across various departments and global teams • Ability to demonstrate quality decision making, critical thinking, and creative problem-solving skills
Benefits
• Figma offers equity to employees, as well as a competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement
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