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Program Manager, Voice of the Customer

1 month, 3 weeks ago
United States
Full-time
Senior
Program Manager
Project and Program Management
Apply Now
Figma

Figma

Figma provides a collaborative web application for interface design that enables users to seamlessly design, prototype, and gather feedback in real time, while also offering additional offline capabilities through desktop applications for macOS and Win...

Internet Software & Services
1K-5K
Founded 2012
$333M raised
View All Jobs 72

Description

  • Own the cadence of VOC reporting and define the mechanisms that feed the program.
  • Surface and prioritize major customer pain points and align with Product and Engineering on roadmap priorities.
  • Track customer sentiment before, during, and after product launches and recommend actions across teams.
  • Set shared, data-backed goals with Product and Engineering partners and monitor progress against them.
  • Work with Sales to bring customer problem statements into the VOC program and inform priorities from field feedback.
  • Integrate signals from NPS, Research, Sales, community, and Support data into a unified narrative.
  • Build scalable AI-enabled workflows to generate and deliver insights faster.
  • Communicate customer insights to audiences ranging from frontline support to Product leadership.
  • Bring wins and progress updates back to customer-facing teams and product partners to show program impact.

Requirements

  • Experience building and running a VOC program as a Program Manager or Manager, with a clear point of view on what good looks like.
  • Background in a customer-facing function such as Support, Success, or Sales; Support experience is preferred.
  • Demonstrated ownership mindset with a track record of identifying problems, driving solutions, and prioritizing effectively when capacity is limited.
  • Fluency in AI workflows and ability to build lightweight, scalable processes quickly.
  • Strong analytical and communication skills with the ability to translate data into customer narratives and influence cross-functional stakeholders.
  • Ability to work cross-functionally with Support, Sales, Research, Marketing, Product, and Engineering.
  • Experience with Figma products is a plus.
  • Comfort working in a full-time role from a US hub or remotely within the United States.

Benefits

  • Annual base salary range of $127,000 to $269,000 USD.
  • Equity compensation.
  • Health, dental, and vision coverage.
  • Retirement plan with company contribution.
  • Parental leave plus reproductive or family planning support.
  • Mental health and wellness benefits.
  • Generous PTO and company recharge days.
  • Learning and development stipend, work-from-home stipend, and cell phone reimbursement.

Interested in this position?

Apply directly on the company website

Apply Now

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