Full-Time
Program Manager
Voice of the Customer
Posted on 5/1/2024
Collaborative interface design and prototyping platform
Mid
San Francisco, CA, USA + 1 more
- Experience building and scaling a VOC program in a high-growth startup environment
- Proven experience in project/program management, or a related field – having operated in a Support organization
- Stellar communication and influencing skills
- Ability to demonstrate quality decision making, critical thinking, and creative problem-solving skills
- Develop and manage a comprehensive VOC program to collect, analyze, and interpret customer feedback
- Establish the rhythm of 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 product and engineering teams
- 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 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 to facilitate swift insights reporting
- Maintain and iterate on a dashboard to track and report on key customer experience metrics, trends, and insights
Figma is an all-in-one design platform that facilitates collaborative interface design, prototyping, and development, featuring design systems, realistic prototyping, and Dev Mode for developers. It also offers online whiteboarding for seamless team collaboration and brainstorming.
Company Stage
M&A
Total Funding
$333.4M
Headquarters
San Francisco, California
Founded
2012
6 month growth
↑ 1%1 year growth
↑ 6%2 year growth
↑ 43%Benefits
Competitive salary & equity
Retirement with company contribution
Mental health and wellness benefits
Company recharge days
Work from home stipend
Health, Dental, & Vision
Parental leave & fertility support
Generous PTO
Learning & development stipend
Cell phone reimbursement