Staff Program Manager - Voice of the Customer Programs

Job description

This role will lead our effort in capturing, synthesizing, and acting on customer feedback. In this role, you will serve as the strategic owner of our VoC infrastructure, turning quantitative metrics and qualitative customer insights into actionable business and product strategies. You will directly manage customer-facing survey initiatives, act as a primary platform administrator and power user for Qualtrics, monitor our product feedback channels, and support our qualitative research efforts including customer focus groups. What You Own Survey Architecture & Qualtrics — Own, manage, and optimize the enterprise Qualtrics platform for customer-facing survey and feedback initiatives, acting as the primary subject matter expert and administrator. Design, launch, and manage customer-facing survey programs across the lifecycle, including NPS, CSAT, CES, onboarding, and post-interaction surveys. Establish data collection best practices to reduce survey fatigue and ensure high response rates and representative sampling. Product Feedback & Cross-Functional Collaboration — Collaborate with Product and Customer Adoption & Experience teams to build and scale a standardized product feedback process. Connect OvC data to ChurnZero Health Scores. Aggregate insights from direct surveys and customer-facing teams to translate customer feedback into prioritized product backlog items and feature enhancements. Design a close-loop process to communicate how feedback drives change both internally (with cross-functional teams) and externally (with customers). Focus Groups & Qualitative Insights — Plan and support customer focus groups, advisory boards, and in-depth interviews to gather deep qualitative insights. Synthesize qualitative findings alongside quantitative data to create unified story-driven reports for leadership. Playbooks & Enablement — Educate customer-facing teams on our survey initiatives and feedback processes. Design playbooks for pre- and post-survey outreach that align with best practices on responding to customer feedback in a supportive manner. Program Strategy & Analytics — Build executive dashboards and quarterly reporting to track core CX metrics, customer sentiment trends, and the ROI of VoC initiatives. Establish automated workflows to flag and address detractor issues in real time. Program Goals Deliver quarterly executive Root-Cause Analysis for key CX surveys 10+ NPS improvement in year one 90% adherence to Detractor Close-Loop Response target of 48 hours 25% of Product Roadmap VoC-driven Consolidate all CX surveys into Qualtrics Experience: 4+ years of Program Management experience 3+ years of experience in Customer Experience (CX), Market Research, or Customer Insights, with direct ownership of VoC programs Technical Experience: Hands-on experience with Qualtrics (survey design, logic, dashboards, and integrations) is preferred. Qualitative Expertise: Demonstrated experience organizing, facilitating, and analyzing findings from focus groups and customer interviews. Cross-Functional Influence: Strong ability to translate raw data into clear narratives that influence Product, Engineering, and Executive decision-making. Education: Bachelor’s degree in Business, Data Analytics, Marketing, Psychology, or a related field (or equivalent practical experience). Please note this is a hybrid role with onsite expectations of 3x/week (Tues - Thurs) from our San Mateo, CA headquarters. The annual base salary range for this position is $166,345 - $205,485. This role is also eligible for a target bonus. Compensation is based on a variety of factors, including but not limited to location, experience, job-related skills, and level. Freshworks offers multiple options for dental, medical, vision, disability, and life insurance. Equity + ESPP, flexible PTO, flexible spending, commuter benefits, and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits. At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us. Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. There’s another option. Freshworks. With a fresh vision for how the world works. Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations. Fresh vision. Real impact. Come build it with us.