VOC Program Lead: Customer Insights & AI Enablement

Figma; Oregon; Hybrid; USD 127,000 - 269,000; Full time

Benefits offered by this job

Equity

Health, dental, vision

Paid time off

Parental leave

Wellness benefits

Job summary

Figma seeks a strategic, data-driven Voice of the Customer Program Manager to lead a company-wide VOC initiative. You will own the end-to-end insight loop, surfacing the biggest customer pain points and translating them into actionable signals for Product, Engineering, and Support.

Based in the US or remote within the United States, you will collaborate across Support, Sales, Research, Marketing, and Product, leveraging AI to move faster and demonstrate program impact.

Qualifications

• Experience building and running a VOC program as PM or Manager.
• Background in a customer-facing function (Support, Success, or Sales).
• Proven ownership mentality and prioritization under pressure.
• Fluency in AI workflows and scalable processes.
• Strong analytical and communication skills to translate data into customer narratives.

Responsibilities

• Own VOC reporting rhythm and mechanisms feeding the program.
• Surface and prioritize customer pain points; align with Product & Engineering roadmap.
• Monitor sentiment from pre- to post-launch and advise on actions.
• Set shared, data-backed goals with Product and Engineering; track progress.
• Work with Sales to bring customer problems into VOC and inform priorities.
• Integrate signals from NPS, Research, Sales, and community into a unified story.
• Implement AI workflows to build scalable insight processes.
• Communicate insights across audiences with clear POV.

Skills

VOC program management

Cross-functional collaboration

Data analysis

AI workflows

Storytelling & communication

Customer insights

Job description

Figma seeks a strategic, data-driven Voice of the Customer Program Manager to lead a company-wide VOC initiative. You will own the end-to-end insight loop, surfacing the biggest customer pain points and translating them into actionable signals for Product, Engineering, and Support.

Based in the US or remote within the United States, you will collaborate across Support, Sales, Research, Marketing, and Product, leveraging AI to move faster and demonstrate program impact.