VOC Program Lead: AI-Driven Customer Insights

Figma; San Francisco (CA); Hybrid; USD 127,000 - 269,000; Full time

Benefits offered by this job

Health, dental & vision benefits

Retirement with company contribution

Parental leave

Mental health & wellness benefits

Generous PTO

Learning & development stipend

Work from home stipend

Cell phone reimbursement

Annual bonus plan for eligible roles

Job summary

Figma is seeking a strategic, data-driven Voice of the Customer (VOC) Program Manager to lead a company-wide VOC program. This role is pivotal in surfacing customer insights from various sources and ensuring they are acted upon to improve processes and products.

The ideal candidate will have experience building VOC programs, strong ownership skills, and a background in customer-facing roles. This full-time position can be based in one of Figma's US hubs or can be worked remotely.

The role offers a competitive salary range of $127,000 to $269,000 USD annually along with various employee benefits.

Qualifications

• Experience building and running a VOC program as a PM or Manager.
• Background in a customer-facing function, preferably Support.
• Demonstrated ownership mentality with problem-solving skills.
• Fluency in AI workflows and scalable processes.
• Strong skills in translating data into compelling narratives.

Responsibilities

• Own the rhythm of VOC reporting and define mechanisms.
• Surface and prioritize customer pain points.
• Monitor customer sentiment around product launches.
• Set shared goals with Product and Engineering partners.
• Work directly with Sales on customer insights and priorities.
• Integrate signals from various sources into a unified narrative.
• Implement AI workflows to generate and deliver insights.
• Communicate customer insights clearly to all audiences.

Skills

Experience building and running a VOC program

Customer-facing function background

Ownership mentality

Fluency in AI workflows

Strong analytical and communication skills

Job description

Figma is seeking a strategic, data-driven Voice of the Customer (VOC) Program Manager to lead a company-wide VOC program. This role is pivotal in surfacing customer insights from various sources and ensuring they are acted upon to improve processes and products.

The ideal candidate will have experience building VOC programs, strong ownership skills, and a background in customer-facing roles. This full-time position can be based in one of Figma's US hubs or can be worked remotely.

The role offers a competitive salary range of $127,000 to $269,000 USD annually along with various employee benefits.