Staff Program Manager - Voice of the Customer Programs

Job Description

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.

What You Own

Survey Architecture & Qualtrics  — Own, manage, and optimize the enterprise Qualtrics platform for customer-facing survey and feedback initiatives, acting as the primary subject matter expert and administrator. 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.

Product Feedback & Cross-Functional Collaboration — Collaborate with Product and Customer Adoption & Experience teams to build and scale a standardized product feedback process. Connect OvC data to ChurnZero Health Scores. Aggregate insights from direct surveys and customer-facing teams to translate customer feedback into prioritized product backlog items and feature enhancements. Design a close-loop process to communicate how feedback drives change both internally (with cross-functional teams) and externally (with customers).

Focus Groups & Qualitative Insights — Plan and support customer focus groups, advisory boards, and in-depth interviews to gather deep qualitative insights. Synthesize qualitative findings alongside quantitative data to create unified story-driven reports for leadership.

Playbooks & Enablement — Educate customer-facing teams on our survey initiatives and feedback processes. Design playbooks for pre- and post-survey outreach that align with best practices on responding to customer feedback in a supportive manner.

Program Strategy & Analytics — Build executive dashboards and quarterly reporting to track core CX metrics, customer sentiment trends, and the ROI of VoC initiatives. Establish automated workflows to flag and address detractor issues in real time.

Program Goals

• Deliver quarterly executive Root-Cause Analysis for key CX surveys
• 10+ NPS improvement in year one
• 90% adherence to Detractor Close-Loop Response target of 48 hours
• 25% of Product Roadmap VoC-driven
• Consolidate all CX surveys into Qualtrics