Senior Manager, VOC Insights - VOC

Job Description

The VOC program at Care.com synthesizes thousands of member feedback data points monthly across surveys, third party reviews, and direct member interactions — spanning both our Consumer and Enterprise business units — with plans to expand into contact center and beyond. As the product evolves rapidly across a growing number of test-and-learn initiatives, the Sr. Manager, VOC Insights plays a critical role in ensuring that member feedback is continuously collected, rigorously analyzed, and translated into clear, timely insights that inform product roadmaps and operational decisions.

Reporting to the Director of Member Experience, this role owns the day-to-day execution of the VOC program and leads a small team of VOC Insights Analysts. Strong analytical skills are essential — the Sr. Manager must be comfortable working across large, multi-source datasets, identifying meaningful patterns, and distilling complexity into crisp, actionable recommendations. This role serves as a dedicated cross-functional partner to Account Management, Product, Design, Trust & Safety, and Consumer Operations, ensuring member signals reach the right stakeholders fast enough to shape decisions — not just document them.

What You'll Do:

Program Ownership & Insight Generation

• Own the day-to-day execution of the consumer VOC program across survey instruments, listening posts, Enterprise account manager feedback and emerging data sources including contact center feedback.
• Analyze quantitative and qualitative member feedback across thousands of monthly data points, translating signal into clear, actionable priorities the business can act on.
• Leverage AI and text analytics tools to consolidate and process large volumes of open-ended feedback at scale, accelerating theme and trend identification across data sources.
• Maintain a structured cadence of insight delivery to cross-functional partners, ensuring feedback is shared rapidly enough to inform active decisions and in-flight initiatives.

Cross-Functional Influence

• Partner closely with Product, Engineering, Design, and Operations to ensure VOC insights are directly connected to roadmap planning, feature prioritization, and test-and-learn evaluations.
• Serve as the primary VOC point of contact for cross-functional stakeholders, proactively surfacing member signals relevant to their work and following through to confirm action.
• Contribute VOC perspective to key business reviews, working group discussions, and strategic product planning cycles.

Measurement & Methodology

• Own Care.com's consumer NPS (tNPS, rNPS) measurement frameworks, including survey design, timing methodology, sampling, and stat-significance standards.
• Maintain a consistent detractor driver taxonomy and tagging discipline to enable trend tracking and cross-functional communication.
• Develop and refine reporting frameworks that make insights accessible and actionable across audiences — from analysts to senior leadership.

Program Expansion

• Assist the Director of Member Experience in the expansion of VOC data sources into contact center interactions and additional listening channels, building out a more complete picture of the member experience.
• Evaluate and implement tools, platforms, and methodologies that improve the program's reach, speed, and analytical depth.

Team Leadership

• Manage and develop a VOC Insights Analyst, providing coaching, clear direction, and growth opportunities.
• Foster a culture of rigor, curiosity, and member advocacy within the team.

Qualifications

• 6+ years of experience in VOC or customer insights, with at least 2 years in a people management or program ownership role.
• Demonstrated ability to synthesize large volumes of multi-source feedback data into clear insights and recommendations.
• Strong fluency in NPS, CSAT, and CE measurement methodologies, including survey design, and stat significance.
• Proven track record of translating customer feedback into product or operational action through cross-functional partnership.
• Excellent communication skills — able to present complex findings simply and compellingly to a range of stakeholders.
• Experience with Qualtrics, Salesforce, or contact center data is a plus.
• Bachelor's degree required; advanced degree or CX certification a plus.
• A genuine conviction that member feedback should drive business decisions — and the persistence to make that happen.
• A data-driven mindset, with a focus on turning insights into impactful business strategies.
• A collaborative approach and the credibility to influence without authority across Product, Operations, and Design.
• Comfort operating in a fast-moving, test-and-learn environment where the product is constantly evolving and the feedback loop needs to keep pace.

Additional Information

Available in more than 20 countries, Care.com is the world's leading platform for finding and managing high-quality family care. Care.com is designed to meet the evolving needs of today's families and caregivers, offering everything from household tax and payroll services and customized corporate benefits packages covering the care needs of working families, to innovating new ways for caregivers to be paid and obtain professional benefits. Since 2007, families have relied on Care.com's industry-leading products—from child and elder care to pet care and home care.

Salary Range: $115,000-125,000

Work Environment: Hybrid - We are in the office Monday, Wednesday & Thursday

The salary range above represents the anticipated low and high end of the salary range for this position. Actual salaries may vary based on work location, experience, and performance. Other rewards may include annual bonuses and short- and long-term incentives, plus health, life, and disability insurance, a 401K match, paid holidays, and PTO.

#LI-Hybrid

Compensation: 115000 to 125000 (USD) (YEARLY)