Senior Program Manager – Voice of Customer (VoC) Operations & Enablement

Applicantz, Inc; Bengaluru; On-site; INR 2,400,000 - 4,000,000; Full time

Job summary

Applicantz, Inc. is seeking a Senior Program Manager for Voice of Customer (VoC) Operations & Enablement in Bengaluru. The role focuses on operational execution, governance, and continuous improvement of customer feedback programs across enterprise accounts.

The ideal candidate has strong VoC/CX operations background, experience with Qualtrics or Medallia, and proficiency in Salesforce workflows to drive scalable customer insights and actions.

Qualifications

• 5+ years of experience in VoC, CX Operations, or related fields.
• Experience with enterprise customer feedback programs and research operations.
• Experience in process improvement and governance.

Responsibilities

• Lead the operational delivery of VoC survey and listening programs.

Skills

VoC Operations

CX Operations

Program Management

Customer Insights

Cross-functional Collaboration

Stakeholder Management

Analytical Skills

Communication Skills

Education

Bachelor's degree or equivalent

Tools

Qualtrics

Medallia

Power BI

Salesforce workflows

Job description

THIS IS A LONG TERM CONTRACT POSITION WITH ONE OF THE LARGEST, GLOBAL, TECHNOLOGY LEADER.

Our large, Fortune Technology client is ranked as one of the best companies to work with, in the world. As a global leader in 3D design, engineering, and entertainment software, they foster progressive culture, creativity, and a flexible work environment. They use cutting‑edge technologies to keep themselves ahead of the curve. Diversity in all aspects is respected. Integrity, experience, honesty, people, humanity, and passion for excellence are some other adjectives that define this global technology leader.

We are looking for an experienced Senior Program Manager – Voice of Customer (VoC) Operations & Enablement to lead the operational execution, governance, and continuous improvement of enterprise customer feedback programs. This role is ideal for professionals with expertise in Voice of Customer (VoC), Customer Experience (CX), Program Management, and Customer Insights who are passionate about driving customer‑centric decision-making at scale.

Minimum Qualifications

• 5+ years of experience in Voice of Customer (VoC), Customer Experience (CX) Operations, Customer Feedback Programs, Research Operations, Program Management, or related fields.
• Hands‑on experience with Qualtrics, Medallia, or similar customer feedback platforms.
• Experience working with Salesforce‑based business processes and workflows.
• Strong program management, stakeholder management, and operational excellence skills.
• Experience leading cross‑functional initiatives and influencing stakeholders without direct authority.
• Strong analytical, problem‑solving, and communication skills.
• Experience driving process improvement, standardization, automation, and operational governance.
• Bachelor's degree or equivalent professional experience.

Preferred Qualifications

• Experience supporting Customer Success, Customer Experience (CX), Customer Insights, or Customer Advocacy organizations.
• Experience managing enterprise‑scale Voice of Customer (VoC) programs.
• Experience creating training, enablement, onboarding, and adoption programs.
• Knowledge of customer research methodologies and survey design.
• Experience with reporting and analytics platforms such as Power BI.

Key Responsibilities

• Lead the operational delivery of Voice of Customer (VoC) survey and customer listening programs.
• Manage survey workflows, including audience targeting, scheduling, distribution, reminders, and completion tracking.
• Oversee customer interview programs, including scheduling, vendor coordination, reporting, and feedback management.
• Monitor operational KPIs, program health, and governance metrics.
• Drive continuous improvement initiatives focused on quality, efficiency, automation, and scalability.
• Resolve operational, workflow, platform, and data‑related issues.
• Develop playbooks, documentation, training materials, and stakeholder enablement resources.
• Deliver onboarding sessions, office hours, and adoption activities for business stakeholders.
• Support closed‑loop feedback processes, detractor management, and action tracking.
• Collaborate across Customer Success, Product, Operations, and Business teams to improve customer experience outcomes.