Director, Voice of Customer Programs

Summary

Join Restaurant365, a SaaS company revolutionizing the restaurant industry, as the Director of Voice of Customer Programs! Lead the development and execution of comprehensive VoC strategies, gathering and analyzing customer insights to drive customer-centric decision-making. Collaborate with cross-functional teams to influence product and service strategies and enhance the overall customer experience. Build and mentor a high-performing VoC team, ensuring continuous professional development. Leverage industry trends and best practices to continually improve program effectiveness. This role requires strong leadership, analytical, and communication skills, along with experience in VoC programs within a SaaS environment. Restaurant365 offers a competitive salary and comprehensive benefits.

Requirements

• Bachelor’s degree in Business, Marketing, Communications, or a related field
• 10+ years of experience in customer insights, VoC, or a related function, with at least 5 years in a customer facing leadership role
• Proven track record of developing and implementing successful VoC programs in a SaaS or technology environment
• Strong technical acumen with the ability to convert customer requirements into actionable outcomes
• A bias for action, ensuring key initiatives and efforts are executed and delivered for impact
• Strong analytical skills with the ability to interpret complex data and translate it into strategic business recommendations
• Excellent communication, presentation, and interpersonal skills, capable of influencing stakeholders at all levels
• Experience with data analysis tools (e.g., Domo, Tableau and SQL) and customer feedback platforms
• Strategic mindset with the ability to balance long-term vision with day-to-day execution
• Competency and knowledge around tools such as Qualtrics and/or Medallia

Responsibilities

• Develop and oversee a holistic VoC program with durable and impactful initiatives that align with the company’s strategic objectives and focus on customer experience
• Serve as the key advocate for the customer across all levels of the organization
• Collaborate with executive leadership to ensure customer insights drive innovation and operational excellence
• Design and implement robust processes to capture customer feedback across multiple channels, including surveys, interviews, social media, and support interactions
• Establish key performance indicators (KPIs) to measure the success and impact of VoC initiatives
• Ensure that VoC data is transformed into actionable insights that inform product roadmaps, marketing strategies, and service improvements
• Work closely with Product, GTM, G&A and other teams to ensure customer insights are integrated into business strategies. Own and manage the cross-functional interlocks to review and prioritize insights
• Lead cross-functional workshops and forums to discuss findings, drive alignment, and develop action plans
• Advocate for the customer in strategy sessions and provide guidance on best practices for customer engagement and experience management
• Build and mentor a high-performing VoC team, ensuring continuous professional development and alignment with organizational goals
• Foster a culture of customer-centricity and data-driven decision-making across the organization
• Oversee resource allocation, budget management, and process optimization within the VoC function
• Leverage industry trends, emerging technologies, and best practices in customer experience and feedback management
• Benchmark our VoC practices against industry standards to continually enhance program effectiveness
• Other duties as assigned

Preferred Qualifications

• Master’s degree
• Previous customer industry experience with retail, restaurant and/or SMBs

Benefits

• Salary range of $180K-$200K
• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives