Figma

1 month ago

Voice of the Customer Program Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Strategic VOC program manager responsible for building and running a company-wide Voice of the Customer program, translating customer signals into actionable insights for Product, Engineering, and Support across multiple cross-functional teams in a fast-paced SaaS design platform.

Location: San Francisco, New York

Workplace: Hybrid

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Seniority: Manager level

Key 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

Pay and Benefits

Salary: USD 127,000 - 269,000 annually

Perks:Health InsuranceDentalVisionRetirementParental LeaveLearning BudgetRemote WorkCell PhonePaid Leave

Key Requirements

•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

Experience:SaaSDesignDesign tools

Skills:CommunicationAnalytical thinkingLeadershipInfluenceProblem-solving

Languages:English

Tech Stack:AIData analysisSQL

Company Brief

Figma

Design collaboration platform for teams that enables interface design, prototyping, and real-time collaboration in the browser. Figma streamlines product design workflows, handoff to developers, and design system management for organizations of all sizes.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Decacorn (USD 10B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn

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Figma

1 month ago

Voice of the Customer Program Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: San Francisco, New York

Workplace: Hybrid

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Seniority: Manager level

Key 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

Pay and Benefits

Salary: USD 127,000 - 269,000 annually

Perks:Health InsuranceDentalVisionRetirementParental LeaveLearning BudgetRemote WorkCell PhonePaid Leave

Key Requirements

•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

Experience:SaaSDesignDesign tools

Skills:CommunicationAnalytical thinkingLeadershipInfluenceProblem-solving

Languages:English

Tech Stack:AIData analysisSQL

Company Brief

Figma

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Decacorn (USD 10B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn