Facebook pixel

Customer Experience (VoC), Senior Program Manager
Posted on 2/2/2022
Remote in USA • Remote
Experience Level
Desired Skills
  • 12+ years of related experience with a BA degree or 8+ years related experience with a MA degree or PMP certification
  • 2+ years in Customer Success field for a SaaS product
  • Manage cross-functional initiatives related to Voice of the Customer program to ensure quality completion of objectives and delivery of key results
  • Work with the VoC team to prioritize multiple VoC listening posts and track detailed action items to ensure deliverables are on time and within scope and budget
  • Provide monthly status reports to team and stakeholders to keep our partners and leadership informed of progress, risks and barriers
  • Support the team as we create compelling reports for stakeholders, including executive management, that drive action and improvement to customer experience
  • Partner to set goals and KPIs that indicate success of the program, and track performance toward KPIs
  • Provide thought leadership regarding customer experience - we are a team that values input from all our team members
  • Set and manage meetings and schedules with stakeholders. Capture, track and communicate follow-up actions
  • Lead VoC team meetings to review, update and refine actions and project schedules
  • Identify areas for VoC process improvement, and lead continuous improvement of our team's processes
  • Capture and keep up to date a list of our stakeholders for each project, as well as potential future partners across the company
  • Manage our documents storage design and infrastructure, which is critical as we continue to grow our VoC outreach across the company
Desired Qualifications
  • Degree in Business, Computer Science, Mathematics/Statistics, Management Information Systems, or equivalent field
  • Customer-focused individual who is generally familiar with Customer Experience methodologies
  • Familiar with customer experience surveys
  • Experience with creating reports for senior leaders, cross-functional teams, and stakeholders
  • Able to influence and manage autonomously across all levels of the business
  • Strong time management and prioritization skills with an ability to self-direct
  • Someone who thrives in a challenging, fast-paced environment and enjoys working with multiple parts of the business
  • Experience working with Voice of Customer / Customer Experience platforms, survey and reporting tools (e.g., Qualtrics, Medallia, SurveyMonkey)
  • Experience with Google platform - Google Docs, Google Calendar, etc

1,001-5,000 employees

Platform for electronic signatures & agreements
Company Overview
DocuSign is on a mission to accelerate business and simplify life for companies and people around the world. The company provides an e-signature technology that helps organizations connect and automate how they prepare, sign, act on, and manage agreements.
  • Health benefits: Medical, dental, and vision
  • Life and disability benefits
  • Savings: Pre-tax parking plans, Health Savings Accounts, Health Care FSA, Dependent Care FSA
  • Wealth Generation: 401(k) or other retirement plans, Employee Stock Purchase Plan, Restricted Stock Units, Sales Commissions, Company Incentive Plan (CIP)