Senior VoC Program Manager

Accelon Consulting; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Accelon Consulting in Bengaluru, Karnataka, India seeks an experienced VoC program manager to own relationship surveys and customer listening programs. You will oversee interview programs, manage KPIs, and drive operational improvements while ensuring governance and compliance.

Ideal candidates have 5+ years in customer feedback or CX operations, with hands-on Qualtrics, Medallia, and Salesforce experience, and strong communication and stakeholder management skills.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years in customer feedback programs, CX operations, or program management.
• Hands-on experience with Qualtrics, Medallia, and Salesforce workflows.
• Strong program management, operational excellence, analytical, problem-solving, and communication skills.
• Proven experience managing cross-functional stakeholders and driving process improvements.

Responsibilities

• Own operational delivery of relationship surveys and customer listening programs, managing workflows including targeting, scheduling, distribution, reminders, and tracking.
• Oversee customer interview programs with scheduling, capacity planning, vendor support, and reporting.
• Manage VoC program KPIs, operational health metrics, and lead continuous improvement initiatives.
• Coordinate resolution of operational, data, workflow, and platform issues.
• Maintain governance, compliance, and operational controls.
• Develop and maintain playbooks, training materials, and self-service resources; deliver stakeholder onboarding and enablement.
• Support closed-loop feedback processes to improve accountability and link feedback to business actions.

Skills

Qualtrics

Medallia

Salesforce

Program management

Analytical thinking

Communication

Problem-solving

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Qualtrics

Medallia

Salesforce

Job description

Job Summary

• Own operational delivery of relationship surveys and customer listening programs, managing workflows including targeting, scheduling, distribution, reminders, and tracking.
• Oversee customer interview programs with scheduling, capacity planning, vendor support, and reporting.
• Manage VoC program KPIs, operational health metrics, and lead continuous improvement initiatives.
• Coordinate resolution of operational, data, workflow, and platform issues.
• Maintain governance, compliance, and operational controls.
• Develop and maintain playbooks, training materials, and self-service resources; deliver stakeholder onboarding and enablement.
• Support closed-loop feedback processes to improve accountability and link feedback to business actions.

Requirements

• Bachelors degree or equivalent experience.
• 5+ years of experience in customer feedback programs, research/CX operations, or program management.
• Hands-on experience with Qualtrics, Medallia, and Salesforce workflows.
• Strong program management, operational excellence, analytical, problem-solving, and communication skills.
• Proven experience managing cross-functional stakeholders and driving process improvements.

Nice-to-Have

• Experience in Customer Success, Customer Experience (CX), or Customer Insights.
• Experience with enterprise-scale Voice of Customer (VoC) programs.
• Knowledge of training and enablement programs.
• Familiarity with customer research methodologies.
• Experience using analytics platforms.