Staff Program Manager - Voice of the Customer Programs
Core
Lead the Voice of the Customer (VoC) infrastructure to capture, synthesize, and act on customer feedback to drive product strategy and business decisions.
Role type
Staff Program Manager (Customer Experience)
Builds
Enterprise survey programs, product feedback loops, qualitative research initiatives, and executive VoC dashboards.
Domain
Customer Experience (CX) / Market Research / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Program Management, Customer Experience (CX) strategy, Qualtrics administration, Qualitative research facilitation, Cross-functional influence, Data synthesis, Executive reporting
Preferred skills
Qualtrics technical expertise, Focus group organization, ChurnZero integration knowledge
Technologies
Qualtrics, ChurnZero
Responsibilities
Design and manage customer-facing survey programs (NPS, CSAT, CES), facilitate customer focus groups and advisory boards, translate feedback into prioritized product backlog items, build executive dashboards for CX metrics, establish automated workflows for detractor resolution.
Seniority
Staff, strategic owner & cross-functional influence
