VOC Program Lead: AI-Driven Customer Insights (Remote)

Figma; New York (NY); On-site; USD 161,000 - 269,000; Full time

Benefits offered by this job

Health insurance

Retirement benefits

Parental leave

Mental health benefits

Paid time off

Sick leave

Holidays

Job summary

Figma is seeking a strategic Voice of the Customer (VOC) Program Manager to build and run a company-wide VOC program within the Product Support org. This role translates customer insights into fast, actionable signals for Product, Engineering and Support, and drives the full insight loop from discovery to outcomes.

You will surface pain points, align with cross-functional partners, and champion customer needs while leveraging AI to scale insights and inform roadmap decisions.

Qualifications

• Experience building and running a VOC program, as a PM or Manager, with a strong POV on what good looks like
• A background in a customer-facing function (Support, Success, or Sales – Support preferred)
• Demonstrated ownership mentality — a track record of identifying problems, driving solutions, and ruthlessly prioritizing when capacity is limited
• Fluency in AI workflows and demonstrated ability to build lightweight, scalable processes quickly
• Strong analytical and communication skills, with a demonstrated ability to translate data into compelling customer narratives, influence cross-functional stakeholders, and drive action across a range of audiences

Responsibilities

• Own the rhythm of VOC reporting and define the mechanisms that feed into the program, including launch insight reporting and ensuring insights are visible, shareable, and easy to act on across the org
• Surface and prioritize the biggest customer pain points, align with Product and Engineering on roadmap prioritization, and advocate for customer needs – bringing wins back to Support and Sales to demonstrate program impact
• Monitor and report on customer sentiment from pre through post-product launches, providing recommendations across Product, Support, and Sales on where to act — from unresolved pain points and product gaps to process improvements and sales blockers
• Set shared, data-backed goals with Product and Engineering partners and monitor progress to help keep those goals on track
• Work directly with Sales to bring customer problem statements into the VOC program and ensure field insights inform priorities
• Integrate signals from NPS, Research, Sales, and community alongside Support data into a unified narrative that reaches Product and Engineering swiftly
• Strategically implement AI workflows to build scalable processes that generate and deliver insights faster
• Communicate customer insights across a range of audiences, from frontline support to Product leadership, with clarity and a strong point of view

Skills

VOC program management

Cross-functional collaboration

AI workflows

Data analysis

Customer insights

Job description

Figma is seeking a strategic Voice of the Customer (VOC) Program Manager to build and run a company-wide VOC program within the Product Support org. This role translates customer insights into fast, actionable signals for Product, Engineering and Support, and drives the full insight loop from discovery to outcomes.

You will surface pain points, align with cross-functional partners, and champion customer needs while leveraging AI to scale insights and inform roadmap decisions.