Voice of the Customer (Voc) - Program Manager
THE ROLE
The Voice of the Customer (VoC) Program Manager drives a company-wide program responsible for systematically gathering, analyzing, and acting on customer feedback to improve products, services, and customer experiences. This role will be instrumental in ensuring Eventbrite has a holistic customer feedback strategy, actionable insights grounded in data, specific and time-bound commitments, and a consistent cadence and framework for sharing updates as well as closing the feedback loop both internally and externally. This role is critical in ensuring customer needs are understood and met and has a direct impact on revenue retention and growth.
YOU WILL
Establish and centralize robust feedback mechanisms, leveraging various sources such as support tickets, CSAT surveys, social channels, our community forum, and other direct and indirect feedback mechanisms
Optimize VoC data collection, survey design, sampling, operationalization, and analysis
Provide actionable recommendations that inform product roadmap, go-to-market messaging, and service/support offerings
Aggregate customer sentiment for product launches and features, identify and address key gaps and pain points in Eventbrite's product and drive continuous improvement based on customer feedback
Implement a cadence to present findings to senior leadership in a timely, informative, and compelling manner that garners commitment and followthrough from stakeholders
Collaborate with cross-functional teams, including product management, engineering, and marketing, to ensure customer feedback is incorporated into all stages of the product lifecycle
Reactive ongoing listening
Identify and implement the right processes, tech stack, and up-to-date voice of the customer technology, including AI, to facilitate swift insights reporting
THE SKILLSET
Hands-on experience with VoC program
Minimum 5 years project or program management experience
Strong communicator with a proven track record of influencing without authority
Ability to distill complex qualitative data into clear trends and recommendations
Proficiency with research methodologies and data analytics
Adept at thinking about the strategic bigger picture as well as the tactical context and implications
Customer-centric mindset
Preferred: Qualtrics, Tableau, SQL
About the job
Apply for this position
Voice of the Customer (Voc) - Program Manager
THE ROLE
The Voice of the Customer (VoC) Program Manager drives a company-wide program responsible for systematically gathering, analyzing, and acting on customer feedback to improve products, services, and customer experiences. This role will be instrumental in ensuring Eventbrite has a holistic customer feedback strategy, actionable insights grounded in data, specific and time-bound commitments, and a consistent cadence and framework for sharing updates as well as closing the feedback loop both internally and externally. This role is critical in ensuring customer needs are understood and met and has a direct impact on revenue retention and growth.
YOU WILL
Establish and centralize robust feedback mechanisms, leveraging various sources such as support tickets, CSAT surveys, social channels, our community forum, and other direct and indirect feedback mechanisms
Optimize VoC data collection, survey design, sampling, operationalization, and analysis
Provide actionable recommendations that inform product roadmap, go-to-market messaging, and service/support offerings
Aggregate customer sentiment for product launches and features, identify and address key gaps and pain points in Eventbrite's product and drive continuous improvement based on customer feedback
Implement a cadence to present findings to senior leadership in a timely, informative, and compelling manner that garners commitment and followthrough from stakeholders
Collaborate with cross-functional teams, including product management, engineering, and marketing, to ensure customer feedback is incorporated into all stages of the product lifecycle
Reactive ongoing listening
Identify and implement the right processes, tech stack, and up-to-date voice of the customer technology, including AI, to facilitate swift insights reporting
THE SKILLSET
Hands-on experience with VoC program
Minimum 5 years project or program management experience
Strong communicator with a proven track record of influencing without authority
Ability to distill complex qualitative data into clear trends and recommendations
Proficiency with research methodologies and data analytics
Adept at thinking about the strategic bigger picture as well as the tactical context and implications
Customer-centric mindset
Preferred: Qualtrics, Tableau, SQL