Voice of the Customer Program Manager

About the role

Figma is seeking a strategic and data-focused professional to establish and manage a company-wide Voice of the Customer program. You will sit within the Product Support organization, synthesizing insights from Support, Sales, NPS, and community data to drive actionable improvements for Product and Engineering teams. This role requires a disciplined operator who can own the end-to-end lifecycle of customer insight, turning raw feedback into a strategic asset for the organization. You will act as the central hub for customer understanding, ensuring that the voice of the user is heard at every level of the company. The successful candidate will thrive in a cross-functional environment, building trust with partners to elevate customer needs into product decisions. You will be responsible for defining the structure of VOC reporting and ensuring that insights are not only accessible but also actionable across the entire business. This position is critical for closing the loop between customer feedback and execution, ensuring that product investments are informed by real user needs.

Key facts

What you'll do

• Define and manage the rhythm of VOC reporting, ensuring insights are accessible and actionable across the company.
• Identify and prioritize major customer pain points, advocating for these needs with Product and Engineering partners.
• Analyze customer sentiment throughout the product lifecycle to provide recommendations on gaps, process improvements, and sales blockers.
• Establish data-backed goals with cross-functional partners and track progress against them.
• Collaborate with Sales to integrate field insights into the broader VOC narrative.
• Aggregate signals from NPS, research, community, and support data into clear reports for leadership.
• Deploy AI workflows to build scalable processes for faster insight generation.
• Communicate complex customer feedback to diverse audiences ranging from frontline staff to product executives.
• Map the customer journey to uncover friction points and opportunities for enhancing the end-to-end experience.
• Partner with Product Managers to translate customer needs into requirements and success metrics for upcoming initiatives.
• Design and maintain a centralized repository of customer insights that supports both strategic planning and tactical execution.
• Facilitate regular insight-sharing sessions with key stakeholders to maintain alignment and drive continuous improvement.
• Evaluate the impact of product changes on customer behavior and adjust VOC strategies accordingly.
• Champion the use of qualitative and quantitative data to inform decisions across the organization.

Requirements

• Proven experience building and operating a VOC program as a Product Manager or Manager.
• Background in a customer-facing role, with a preference for Support experience.
• Demonstrated ability to identify problems, prioritize effectively, and drive solutions.
• Proficiency in AI workflows and building scalable, lightweight processes.
• Strong analytical and communication skills, with the ability to influence stakeholders through data-driven narratives.
• Experience managing multiple priorities in a fast-paced, dynamic environment.
• A track record of collaborating with cross-functional teams to achieve shared objectives.
• Comfort working with ambiguous problems and turning unstructured information into clear recommendations.
• Strong written and verbal communication skills for presenting insights to both technical and non-technical audiences.
• Ability to translate complex data into compelling stories that drive action and investment.
• Commitment to maintaining the highest standards of data integrity and confidentiality in handling customer information.
• Willingness to engage in hands-on work, including analyzing tickets, reading community threads, and reviewing customer interviews.
• Understanding of product development lifecycles and how customer feedback influences roadmap decisions.

Nice to have

• Prior experience using Figma products.

Skills & tools

• Voice of the Customer (VOC) program management
• Data analysis and reporting
• Cross-functional stakeholder management
• AI workflow implementation
• Product roadmap advocacy

Practical notes

• Annual base salary range: $127,000 to $269,000 USD.
• Compensation includes equity, health/dental/vision coverage, retirement benefits, parental leave, mental health support, and flexible PTO.
• Candidates must keep cameras on during video interviews.
• In-person onboarding is required upon hire.
• Figma is an equal opportunity employer; reasonable accommodations are available for applicants with disabilities by contacting accommodations-ext@figma.com.