Voice of the Customer Program Manager

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 is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma's platform helps teams bring ideas to life- whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us! We are looking for a strategic, data-driven Voice of the Customer (VOC) Program Manager to build and run a company-wide VOC program at Figma. Sitting within the Product Support org, this role is responsible for pulling insights from across Figma's customer-facing surfaces, Support, Sales, NPS, community, and more, and translating them into fast, actionable signals for Product, Engineering, and Support. This isn't just a reporting role: you'll own the full insight loop, from surfacing and prioritizing the biggest customer pain points to tracking whether they're being addressed and bringing wins back to customer facing orgs and our product partners. You'll work cross-functionally across Support, Sales, Research, Marketing and Product, and leverage AI to move faster than ever. It's a rare opportunity to build something that matters at company scale.

This is a full time role that can be held from one of our US hubs or remotely in the United States.

What you'll do at Figma:

• 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

We'd love to hear from you if you have:

• 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

While not required, it's an added plus if you also have:

• Previous experience with Figma products

At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you're excited about this role but your past experience doesn't align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Pay Transparency Disclosure

Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location.

Figma offers equity to employees, as well as a competitive package of additional benefits, including health, dental, and vision coverage; retirement benefits with company contributions; parental leave and reproductive or family planning support; mental health and wellness benefits; and paid time off.

Figma provides paid sick leave, holidays, and other leave benefits in compliance with applicable federal, state, and local laws, including the requirements of the Washington Minimum Wage Act and related regulations. Exempt employees are eligible for employer‑provided paid flexible PTO in addition to flexible paid sick leave. PTO is subject to manager approval. Additional benefits may include company recharge days, cell phone and home internet reimbursements, and a number of lifestyle spending accounts. Figma also offers sales incentive compensation for most sales roles and an annual bonus plan for eligible non-sales roles. All compensation and benefits are subject to applicable plan terms and may be modified by Figma at any time, consistent with applicable law.

Annual Base Salary Range

$127,000- $269,000 USD

Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status , or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to . These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.

Examples of accommodations include but are not limited to:

• Holding interviews in an accessible location
• Enabling closed captioning on video conferencing
• Ensuring all written communication be compatible with screen readers
• Changing the mode or format of interviews