Staff Program Manager - Voice of the Customer Programs

Freshworks
San Mateo
Workplace: HybridFull timeUSD 166,345 - 205,485 annuallyFunction: Program & Project Management (PMO)Experience: 4+ yearsEducation: bachelorsSkills: ["Strategic ownership","Cross-functional influence","Synthesizing insights","Executive communication","Narrative building"]

Lead the end-to-end Voice of the Customer (VoC) strategy by capturing, synthesizing, and acting on customer feedback. Own the Qualtrics survey infrastructure, run NPS/CSAT/CES programs, and collaborate with Product and Customer Experience teams to translate insights into prioritized roadmaps. Plan focus groups and interviews, deliver executive Root-Cause Analysis dashboards, and close the loop on detractor responses within 48 hours.

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Freshworks
Freshworks
1 day ago

Staff Program Manager - Voice of the Customer Programs

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 minutes agoStatus: Live
Reposted: similar role first listed 4 days ago

Job Summary

Lead the end-to-end Voice of the Customer (VoC) strategy by capturing, synthesizing, and acting on customer feedback. Own the Qualtrics survey infrastructure, run NPS/CSAT/CES programs, and collaborate with Product and Customer Experience teams to translate insights into prioritized roadmaps. Plan focus groups and interviews, deliver executive Root-Cause Analysis dashboards, and close the loop on detractor responses within 48 hours.
Location: San Mateo
Workplace: Hybrid
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Mid level

Key Responsibilities

  • •Own and optimize the enterprise Qualtrics platform for customer-facing survey and feedback initiatives.
  • •Design, launch, and manage VoC survey programs across the customer lifecycle (NPS, CSAT, CES, onboarding, post-interaction).
  • •Partner with Product and Customer Adoption & Experience teams to build a standardized product feedback process and prioritize roadmap items.
  • •Plan and support focus groups, advisory boards, and interviews; synthesize qualitative and quantitative findings into executive reports.
  • •Build executive dashboards, quarterly reporting, and automated workflows to flag and address detractor issues in real time.

Pay and Benefits

Salary: USD 166,345 - 205,485 annually
Perks:DentalMedicalVisionDisabilityLife InsurancePaid LeaveFlexible SpendingCommuter BenefitsWellness StipendAdoption LeaveParental LeaveEquityEspp

Key Requirements

  • •4+ years of Program Management experience.
  • •3+ years in Customer Experience (CX), Market Research, or Customer Insights with direct ownership of VoC programs.
  • •Hands-on Qualtrics experience (survey design, logic, dashboards, integrations) is preferred.
  • •Experience facilitating and analyzing focus groups and customer interviews.
  • •Bachelor’s degree in Business, Data Analytics, Marketing, Psychology, or related field (or equivalent practical experience).
Experience:4+ yearsCustomer experience (CX)Market researchCustomer insightsVoice of the customer (VoC)
Education:Bachelor's in Business, Data Analytics, Marketing, Psychology, or a related field
Skills:Strategic ownershipCross-functional influenceSynthesizing insightsExecutive communicationNarrative building
Languages:English
Tech Stack:QualtricsNPSCSATCESChurnZeroDashboardsData integrations

Company Brief

Freshworks
Provides cloud-based customer engagement, CRM and ITSM software (Freshdesk, Freshservice, Freshsales) that helps businesses manage customer and employee experiences through SaaS products and AI-driven tools.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Mateo, United States
Founded: 2010
Glassdoor
Glassdoor: 3.5
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