Remote Program Manager

Summary

Join Figma, a company that makes design accessible to all, as a proactive and data-driven Voice of the Customer (VOC) Program Manager. In this role, you will gather and analyze customer feedback, generate insights for product and engineering teams, and drive continuous improvement based on customer feedback.

Requirements

• Experience building and scaling a VOC program in a high-growth startup environment
• A strategic mindset with a focus on continuous improvement and scalability
• Proven experience in project/program management, or a related field – having operated in a Support organization
• Stellar communication and influencing skills, with the ability to collaborate effectively across various departments and global teams
• Ability to demonstrate quality decision making, critical thinking, and creative problem solving skills

Responsibilities

• Develop and manage a comprehensive VOC program to collect, analyze, and interpret customer feedback from our Product Support channels
• Establish the rhythm of our VOC readouts, providing cross-functional and senior leadership-level visibility and alignment on goals and milestones
• Map the customer journey to identify pain points and drive strategic improvements in the customer experience
• Synthesize customer feedback into actionable insights and recommendations for our product and engineering teams to enhance product design, functionality, and the overall customer experience
• Establish and maintain robust feedback channels, leveraging various sources such as support tickets, CSAT surveys, social channels, our community forum, and other direct and indirect feedback mechanisms
• Monitor and report on customer sentiment and key gaps during and post-product launches, and provide recommendations for product improvements based on customer feedback
• Collaborate with cross-functional teams, including product management, engineering, and marketing, to ensure customer feedback is incorporated into all stages of the product lifecycle
• Identify and implement the right processes, tech stack, and up-to-date voice of the customer technology, including AI, to facilitate swift insights reporting
• Maintain and iterate on a dashboard to track and report on key customer experience metrics, trends, and insights

Benefits

• Health insurance
• Retirement benefits
• Paid time off
• Remote work, flexible hours
• Life and disability insurance
• Bonuses and incentives
• Professional development opportunities
• Wellness programs
• Family and parental leave