Voice of the Customer Program Manager
FigmaCollaborative Design company
San Francisco, United StatesMid
Index Ventures
Greylock
Kleiner Perkins
Sequoia Capital
Andreessen Horowitz
IVP
Operations & Strategy
About the role
TL;DR
Strategic VOC Program Manager to drive customer insights and improvements at Figma.
- •We are looking for a strategic, data-driven Voice of the Customer (VOC) Program Manager to build and run a company-wide VOC program at Figma.
- •Key Responsibilities Own the rhythm of VOC reporting and define the mechanisms that feed into the program.
- •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 to help keep those goals on track.
- •Work directly with Sales to bring customer problem statements into the VOC program and ensure field insights inform priorities.
- •Requirements Experience building and running a VOC program, as a PM or Manager, with a strong POV on what good looks like.
- •A background in a customer-facing function (Support, Success, or Sales
- •Support preferred).
- •Demonstrated ownership mentality
- •a track record of identifying problems, driving solutions, and ruthlessly prioritizing when capacity is limited.
- •Fluency in AI workflows and demonstrated ability to build lightweight, scalable processes quickly.
Required skills
Product ManagementAgileCustomer DiscoveryProduct Analytics