VoC & CX Program Manager

Freshworks; San Mateo (CA); Hybrid; USD 166,000 - 205,000; Full time

Benefits offered by this job

Dental insurance

Medical insurance

Vision insurance

Equity + ESPP

Flexible PTO

Commuter benefits

Wellness benefits

Adoption/Parental leave

Job summary

Freshworks is seeking a VoC Program Manager to own and optimize our Qualtrics-supported survey initiatives, translating insights into actionable product strategies. You will lead cross-functional teams to drive NPS/CSAT programs, while building scalable playbooks and executive dashboards.

This hybrid role requires 4+ years in program management and a strong background in CX/VoC, with hands-on Qualtrics experience.

Qualifications

• 4+ years of Program Management experience.
• 3+ years in CX, Market Research, or Customer Insights with VoC ownership.
• Hands-on Qualtrics experience preferred.
• Experience coordinating focus groups and customer interviews.
• Bachelor’s degree in Business, Data Analytics, Marketing, Psychology, or related field.

Responsibilities

• Own, manage, and optimize Qualtrics platform for customer surveys and feedback.
• Design, launch, and manage survey programs (NPS, CSAT, CES) across lifecycle.
• Translate customer insights into prioritized product backlog items and features.
• Plan focus groups, advisory boards, and interviews to gather qualitative insights.
• Build executive dashboards to track CX metrics and ROI of VoC initiatives.

Skills

Program Management

VoC analytics

Qualitative insights

Cross-functional influence

Communication skills

Education

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

Tools

Qualtrics

Job description

Freshworks is seeking a VoC Program Manager to own and optimize our Qualtrics-supported survey initiatives, translating insights into actionable product strategies. You will lead cross-functional teams to drive NPS/CSAT programs, while building scalable playbooks and executive dashboards.

This hybrid role requires 4+ years in program management and a strong background in CX/VoC, with hands-on Qualtrics experience.