Voice of the Customer Program Manager

Figma is a design and collaboration platform that helps teams bring ideas to life and work together in real time. The Voice of the Customer Program Manager will build and run a company-wide VOC program, transforming customer signals from Support, Sales, NPS, Research, community, and other sources into actionable insights for Product, Engineering, and Support. The role will prioritize customer pain points, track outcomes, establish data-backed goals, and communicate insights across the organization.

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
• Integrate signals from NPS, Research, Sales, and community alongside Support data into a unified narrative that reaches Product and Engineering swiftly
• Strategically implement AI workflows to build scalable processes that generate and deliver insights faster
• Communicate customer insights across a range of audiences, from frontline support to Product leadership, with clarity and a strong point of view

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
• Previous experience with Figma products