Staff VoC Programs Lead - Drive CX Insights & Strategy

Freshworks; San Mateo; Hybrid; PHP 10,237,000 - 12,645,000; Full time

Benefits offered by this job

Dental insurance

Medical insurance

Vision insurance

Equity + ESPP

Flexible PTO

Commuter benefits

Wellness benefits

Adoption leave

Parental leave

Job summary

Freshworks is seeking a Staff Program Manager for Voice of the Customer Programs to own survey architecture, Qualtrics platform, and customer feedback processes. You will lead cross-functional efforts with Product, CX, and Engineering to translate insights into actions.

Hybrid role in San Mateo, CA with onsite expectations 3x/week. Requires 4+ years in Program Management and 3+ years in CX/Insights, plus strong Qualtrics capabilities and a passion for data-driven decision making.

Qualifications

• 4+ years of Program Management experience.
• 3+ years of CX, Market Research, or Customer Insights with VoC ownership.

Responsibilities

• Own survey architecture and Qualtrics for enterprise CX surveys (NPS, CSAT, CES).
• Translate customer feedback into prioritized product backlog items and features.
• Plan and support focus groups and interviews to gather qualitative insights.
• Create playbooks for survey outreach and response best practices.
• Build executive dashboards tracking CX metrics and ROI of VoC initiatives.
• Collaborate with Product, Engineering, and CX teams to close the loop on feedback.

Skills

Program management

CX / insights

Cross-functional collaboration

Education

Bachelor’s degree in Business, Data Analytics, Marketing, Psychology, or related field

Tools

Qualtrics

Job description

Freshworks is seeking a Staff Program Manager for Voice of the Customer Programs to own survey architecture, Qualtrics platform, and customer feedback processes. You will lead cross-functional efforts with Product, CX, and Engineering to translate insights into actions.

Hybrid role in San Mateo, CA with onsite expectations 3x/week. Requires 4+ years in Program Management and 3+ years in CX/Insights, plus strong Qualtrics capabilities and a passion for data-driven decision making.