Voice of the Customer (Voc), Lead Program Manager

eventbrite; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Voice of the Customer (VoC) Program Manager to lead a comprehensive feedback initiative. This pivotal role involves gathering and analyzing customer insights to enhance products and services, ensuring that customer needs are understood and met. The ideal candidate will have extensive experience in project management and a strong ability to communicate and influence stakeholders. Join a forward-thinking organization that values diversity and fosters an inclusive culture, where your contributions will directly impact customer satisfaction and revenue growth.

Benefits

Wellness allowance

Carrot family planning benefit

Origin Financial Planning service

Modern Health

BriteBreaks (first Friday of every month off)

Qualifications

• 5+ years of project or program management experience required.
• Strong communicator with a proven track record of influencing without authority.

Responsibilities

• Drive a company-wide VoC program to gather and analyze customer feedback.
• Collaborate with cross-functional teams to integrate feedback into product lifecycle.

Skills

VoC program experience

Project management

Communication skills

Data analytics

Research methodologies

Customer-centric mindset

Qualtrics

Tableau

SQL

Job description

THE ROLE

The Voice of the Customer (VoC) Program Manager drives a company-wide program responsible for systematically gathering, analyzing, and acting on customer feedback to improve products, services, and customer experiences. This role will be instrumental in ensuring Eventbrite has a holistic customer feedback strategy, actionable insights grounded in data, specific and time-bound commitments, and a consistent cadence and framework for sharing updates as well as closing the feedback loop both internally and externally. This role is critical in ensuring customer needs are understood and met and has a direct impact on revenue retention and growth.

YOU WILL

• Establish and centralize robust feedback mechanisms, leveraging various sources such as support tickets, CSAT surveys, social channels, our community forum, and other direct and indirect feedback mechanisms.
• Optimize VoC data collection, survey design, sampling, operationalization, and analysis.
• Provide actionable recommendations that inform product roadmap, go-to-market messaging, and service/support offerings.
• Aggregate customer sentiment for product launches and features, identify and address key gaps and pain points in Eventbrite's product, and drive continuous improvement based on customer feedback.
• Implement a cadence to present findings to senior leadership in a timely, informative, and compelling manner that garners commitment and follow-through from stakeholders.
• Collaborate with cross-functional teams, including product management, engineering, and marketing, to ensure customer feedback is incorporated into all stages of the product lifecycle.
• Reactive ongoing listening.
• Identify and implement the right processes, tech stack, and up-to-date voice of the customer technology, including AI, to facilitate swift insights reporting.

THE SKILLSET

• Hands-on experience with VoC program.
• Minimum 5 years project or program management experience.
• Strong communicator with a proven track record of influencing without authority.
• Ability to distill complex qualitative data into clear trends and recommendations.
• Proficiency with research methodologies and data analytics.
• Adept at thinking about the strategic bigger picture as well as the tactical context and implications.
• Customer-centric mindset.
• Preferred: Qualtrics, Tableau, SQL.

ABOUT EVENTBRITE

At Eventbrite everyone is invited to be their whole self and we cultivate an environment to make sure that is feasible throughout the entirety of an individual's time at Eventbrite. We are committed to providing competitive, valuable and meaningful benefits and experiences for our employees to ensure we meet them where they are in life.

Cultivating a diverse, equitable and inclusive culture where all people are invited and belong is our top priority.

Employees can participate in resource groups and we offer global programming and training throughout the year to support a diverse and inclusive workplace. Read more about our Diversity and Inclusion work for our team, culture, and community.

BENEFITS

We offer comprehensive benefits and a wellness package above and beyond standard medical benefits to support our Britelings’ lifestyle.

Eventbrite's global benefit programs are designed to meet you where you are by offering resources and support for your health, well-being, finances, and family. This includes support in a remote environment, wellness allowance, Carrot family planning benefit, Origin Financial Planning service, and other offerings to ease the mind and body like Modern Health and BriteBreaks (generally the first Friday of every month off).

EQUAL OPPORTUNITY

At Eventbrite, we are dedicated to fostering diversity, equity and inclusion. We welcome individuals from all backgrounds, abilities and experiences to apply, and we make employment decisions on the basis of merit. We are committed to equal employment opportunity regardless of race, color, ancestry, national origin, religion or religious creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender reassignment, gender expression, age, marital status, status as a protected veteran, physical or mental disability, medical condition, genetic information or characteristics, or any other legally protected characteristic.

If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know.