Figma is hiring a
Program Manager, Voice of the Customer in United States

Summary

Figma is hiring a proactive and data-driven Voice of the Customer (VOC) Program Manager to gather and analyze customer feedback, generate insights, and drive improvements in the customer experience. The role involves managing a comprehensive VOC program, establishing reporting rhythms, mapping the customer journey, synthesizing feedback into actionable insights, and collaborating with cross-functional teams. This is a full-time role that can be held from one of Figma's US hubs or remotely in the United States.

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

Preferred Qualifications

Expertise with SQL and visualization tools like Tableau, Mode, Looker, or Zendesk Explore (we use Mode and Looker)

Benefits

• Health, dental & vision insurance
• Retirement with company contribution
• Parental leave & reproductive or family planning support
• Mental health & wellness benefits
• Generous PTO
• Company recharge days
• Learning & development stipend
• Work from home stipend
• Cell phone reimbursement
• Sales incentive pay for most sales roles