Staff Program Manager - Voice of the Customer Programs

This role will lead our effort in capturing, synthesizing, and acting on customer feedback. In this role, you will serve as the strategic owner of our VoC infrastructure, turning quantitative metrics and qualitative customer insights into actionable business and product strategies. You will directly manage customer-facing survey initiatives, act as a primary platform administrator and power user for Qualtrics, monitor our product feedback channels, and support our qualitative research efforts including customer focus groups.

Responsibilities

Lead effort in capturing, synthesizing, and acting on customer feedback; Own, manage, and optimize the enterprise Qualtrics platform for customer-facing survey and feedback initiatives; Design, launch, and manage customer-facing survey programs across the lifecycle including NPS, CSAT, CES, onboarding, and post-interaction surveys; Establish data collection best practices to reduce survey fatigue and ensure high response rates and representative sampling; Collaborate with Product and Customer Adoption & Experience teams to build and scale a standardized product feedback process; Connect VoC data to ChurnZero Health Scores; Plan and support customer focus groups, advisory boards, and in-depth interviews; Synthesize qualitative findings alongside quantitative data to create unified story-driven reports for leadership; Educate customer-facing teams on survey initiatives and feedback processes; Build executive dashboards and quarterly reporting to track core CX metrics, customer sentiment trends, and the ROI of VoC initiatives

Requirements

4+ years of Program Management experience; 3+ years of experience in Customer Experience (CX), Market Research, or Customer Insights, with direct ownership of VoC programs; Demonstrated experience organizing, facilitating, and analyzing findings from focus groups and customer interviews; Strong ability to translate raw data into clear narratives that influence Product, Engineering, and Executive decision-making; Bachelor's degree in Business, Data Analytics, Marketing, Psychology, or a related field (or equivalent practical experience)

Nice to have

Hands-on experience with Qualtrics (survey design, logic, dashboards, and integrations)

Benefits

Medical, dental, vision, disability, and life insurance; Equity + ESPP; Flexible PTO; Flexible spending; Commuter benefits; Wellness benefits; Adoption and parental leave benefits; Target bonus