Voice of Customer Manager
Core
Manage and enhance Voice of Customer (VoC) programs to gather, analyze, and act on customer feedback to drive retention, satisfaction, and business improvement.
Role type
Senior IC Voice of Customer Program Manager
Builds
VoC initiatives, AI-driven feedback workflows, and integrated customer data systems
Domain
Legal technology (SaaS)
Deliverable
production ML models | dashboards & analysis | product features
Required skills
VoC program management, customer feedback analysis, cross-functional collaboration, data-driven insights, AI workflow implementation, executive storytelling, strategic planning, stakeholder alignment
Preferred skills
Qualtrics platform expertise, advanced AI tool proficiency
Technologies
Qualtrics, VoC software, AI tools
Responsibilities
Develop and oversee VoC initiatives including NPS and CSAT programs; integrate VoC data with other customer systems; collaborate with Product, Marketing, and Sales to align VoC efforts with company goals; maintain and evolve the customer feedback loop; oversee the internal customer feedback panel
Seniority
Senior, hands-on IC
