AI-Powered VOC Insights Leader

Care Com; Dallas (TX); Hybride; USD 115 000 - 125 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Annual bonus

Health insurance

Life insurance

Disability insurance

401K match

Paid holidays

PTO

Résumé du poste

Care.com, a consumer tech company, seeks a Sr. Manager of VOC Insights to lead our consumer feedback program and translate signals into strategic product and operational actions. You will own survey design, data integration, and reporting while guiding a small team of analysts.

You will collaborate with Product, Design, Trust & Safety, and Operations to shape roadmaps and test-and-learn initiatives, ensuring member feedback drives decisions and outcomes across the business.

Qualifications

• 6+ years of VOC or customer insights, with at least 2 years in a people management or program ownership role.
• Synthesize large volumes of multi-source feedback data into clear insights and recommendations.
• Strong fluency in NPS, CSAT, and CE measurement methodologies, including survey design, and stat significance.
• Proven track record translating customer feedback into product or operational action through cross-functional partnership.
• Excellent communication skills — able to present complex findings simply and compellingly to a range of stakeholders.
• Experience with Qualtrics, Salesforce, or contact center data is a plus.
• Bachelor's degree required; advanced degree or CX certification a plus.

Responsabilités

• Own the day-to-day execution of the consumer VOC program across survey instruments, listening posts, Enterprise account manager feedback and emerging data sources.
• Analyze quantitative and qualitative member feedback across thousands of monthly data points, translating signal into clear, actionable priorities the business can act on.
• Leverage AI and text analytics tools to consolidate and process large volumes of open-ended feedback at scale, accelerating theme and trend identification across data sources.
• Maintain a structured cadence of insight delivery to cross-functional partners, ensuring feedback is shared rapidly enough to inform active decisions and in-flight initiatives.
• Partner closely with Product, Engineering, Design, and Operations to ensure VOC insights are directly connected to roadmap planning, feature prioritization, and test-and-learn evaluations.
• Serve as the primary VOC point of contact for cross-functional stakeholders, proactively surfacing member signals relevant to their work and following through to confirm action.
• Contribute VOC perspective to key business reviews, working group discussions, and strategic product planning cycles.
• Manage and develop a VOC Insights Analyst, providing coaching, clear direction, and growth opportunities.

Connaissances

VOC insights

Data analysis

NPS & CSAT

Cross-functional collaboration

Communication skills

Qualtrics

Salesforce

Formation

Bachelor's degree

CX certification

Outils

Qualtrics

Salesforce

Description du poste

Care.com, a consumer tech company, seeks a Sr. Manager of VOC Insights to lead our consumer feedback program and translate signals into strategic product and operational actions. You will own survey design, data integration, and reporting while guiding a small team of analysts.

You will collaborate with Product, Design, Trust & Safety, and Operations to shape roadmaps and test-and-learn initiatives, ensuring member feedback drives decisions and outcomes across the business.