Voice of Customer Program Manager

Abridge is a company focused on improving healthcare through AI-powered solutions. They are seeking a highly organized Voice of Customer Program Manager to oversee the feedback ecosystem, ensuring that user and market feedback is effectively captured and utilized to shape the product roadmap.

Responsibilities:

• Run and Evolve the VoC Program: Oversee daily operations of Abridge’s feedback ecosystem, ensuring it remains effective, scalable, and aligned with evolving organizational needs. Identify friction points and partner with cross-functional teams to refine program workflows
• Manage Feedback Intake & Routing: Own the processes for capturing, categorizing, and routing feedback from clinicians, partners, and internal teams, ensuring clarity, consistency, and high signal quality
• Surface Cross‑Channel Insights: Partner with the Sr. Commercial Insights Analyst to identify themes and trends across feedback sources. Translate these insights into clear opportunities and risks that inform roadmap and GTM priorities
• Support Commercial Prioritization: Working closely with the Market Insights & Intelligence Manager, provide synthesized feedback insights that shape roadmap recommendations and help determine high‑impact product priorities tied to revenue, adoption, and customer experience
• Align Cross‑Functional Stakeholders: Facilitate recurring feedback reviews with Product, Clinical Success, and other teams to ensure shared understanding of user needs and known issues
• Expand VoC to New Products: Build and launch VoC frameworks for new products, ensuring scalable mechanisms for intake, prioritization, and insight generation
• Integrate New Feedback Sources: Identify gaps in our feedback ecosystem and recommend new inputs to address them. Evaluate and integrate additional sources that strengthen visibility into user needs
• Connect Insights to Roadmap Decisions: Maintain visibility into how feedback influences product decisions and outcomes. Establish simple, repeatable reporting that demonstrates VoC impact
• Champion the Customer Voice: Ensure that the needs of our partners and users are easily accessible, actionable, and consistently embedded in decision‑making across Abridge

Requirements:

• 7+ years of experience within B2B Healthcare SaaS, in program management, customer insights, product operations, customer experience, or other related field
• Demonstrated ability to design, operate, and continuously improve cross-functional programs or operational frameworks
• Strong analytical and synthesis skills, with experience interpreting qualitative and quantitative feedback at scale
• Track record of partnering with Product and Commercial teams to influence roadmaps or strategic decisions
• Excellent communication, storytelling, and facilitation skills—especially in cross-functional environments
• Familiarity with feedback management tools, survey platforms, CRM systems, and/or analytics tools
• Exceptional organizational rigor, with the ability to manage multiple workstreams in a fast-moving environment
• A passion for elevating the customer voice and driving meaningful product and experience outcomes