Staff Program Manager, Voice of the Customer Programs

📋 Description

• Lead VoC initiatives and synthesize customer insights into business and product actions.
• Own Qualtrics platform for surveys across lifecycle (NPS, CSAT, CES, onboarding).
• Manage focus groups and qualitative research to inform strategy.
• Develop playbooks for pre/post-survey outreach and response best practices.
• Build dashboards to track CX metrics and ROI of VoC activities.
• Collaborate with Product and Experience teams to feed the roadmap.

🎯 Requirements

• 4+ years in Program Management.
• 3+ years in CX, Market Research, or Customer Insights with VoC ownership.
• Hands-on Qualtrics experience (design, dashboards, integrations).
• Qualitative research facilitation and analysis skills.
• Strong ability to influence cross-functionally (Product, Eng, Exec).
• Bachelor’s degree in related field or equivalent experience.

🎁 Benefits

• Hybrid role with onsite 3x/week at San Mateo HQ.
• Competitive base salary; target bonus eligibility.
• Comprehensive health, dental, vision, and life insurance.
• Equity + ESPP, flexible PTO, commuter benefits, wellness programs.
• Inclusive culture and opportunities for growth.