Senior VOC Insights Leader (Hybrid)

Care Com; Dallas (TX); Hybrid; USD 115,000 - 125,000; Full time

Benefits offered by this job

Bonuses

Health insurance

401K match

Paid holidays

PTO

Job summary

Care.com is seeking a Sr. Manager, VOC Insights to lead the VOC program and a small team, translating member feedback into actionable product and operational recommendations. You will collaborate across Product, Engineering, Design, and Operations to shape roadmaps and test-and-learn evaluations.

The role requires 6+ years in VOC or insights, strong NPS/CSAT/CE expertise, and a data-driven mindset. Hybrid work in a consumer tech environment with growth opportunities.

Qualifications

• 6+ years in VOC or customer insights.
• 2+ years in a people management or program ownership role.
• Strong fluency in NPS, CSAT, and CE measurement methodologies.
• Experience translating feedback into product/operational actions.
• Excellent communication and cross-functional collaboration.
• Bachelor's degree required; CX certification or advanced degree a plus.

Responsibilities

• Own the daily VOC program execution and lead a small team.
• Synthesize insights from multi-source data into actionable priorities.
• Partner with Product, Design, Operations to influence roadmap.
• Expand VOC data sources and improve analytic depth.

Skills

Synthesize feedback

NPS/CSAT/CE metrics

Cross-functional partner

Effective communication

Data-driven decision making

Education

Bachelor's degree

Tools

Qualtrics

Salesforce

Contact center data

Job description

Care.com is seeking a Sr. Manager, VOC Insights to lead the VOC program and a small team, translating member feedback into actionable product and operational recommendations. You will collaborate across Product, Engineering, Design, and Operations to shape roadmaps and test-and-learn evaluations.

The role requires 6+ years in VOC or insights, strong NPS/CSAT/CE expertise, and a data-driven mindset. Hybrid work in a consumer tech environment with growth opportunities.