Program Manager - Voice of the Customer

We are seeking a proactive and data-driven Voice of the Customer (VOC) Program Manager on the Product Support team. In this role, you will be responsible for gathering and analyzing customer feedback, and generating insights that will guide our product and engineering teams in their decision-making and product roadmaps. This role will play a critical part in monitoring customer sentiment for product launches and features, identifying and addressing key gaps and pain points in Figma’s product, and driving continuous improvement based on customer feedback.

This is a full-time role that can be held from one of our US hubs or remotely in the United States.

What you’ll do at Figma:

• Develop and manage a comprehensive VOC program to collect, analyze, and interpret customer feedback from our Product Support channels 

• Establish the rhythm of our VOC readouts, providing cross-functional and senior leadership-level visibility and alignment on goals and milestones

• Map the customer journey to identify pain points and drive strategic improvements in the customer experience

• Synthesize customer feedback into actionable insights and recommendations for our product and engineering teams to enhance product design, functionality, and the overall customer experience

• Establish and maintain robust feedback channels, leveraging various sources such as support tickets, CSAT surveys, social channels, our community forum, and other direct and indirect feedback mechanisms

• Monitor and report on customer sentiment and key gaps during and post-product launches, and provide recommendations for product improvements based on customer feedback

• Collaborate with cross-functional teams, including product management, engineering, and marketing, to ensure customer feedback is incorporated into all stages of the product lifecycle

• Identify and implement the right processes, tech stack, and up-to-date voice of the customer technology, including AI, to facilitate swift insights reporting

• Maintain and iterate on a dashboard to track and report on key customer experience metrics, trends, and insights

We'd love to hear from you if you have:

• Experience building and scaling a VOC program in a high-growth startup environment

• A strategic mindset with a focus on continuous improvement and scalability

• Proven experience in project/program management, or a related field – having operated in a Support organization

• Stellar communication and influencing skills, with the ability to collaborate effectively across various departments and global teams

• Ability to demonstrate quality decision making, critical thinking, and creative problem solving skills

While not required, it’s an added plus if you also have:

• Expertise with SQL and visualization tools like Tableau, Mode, Looker, or Zendesk Explore (we use Mode and Looker)

At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.