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Program Manager, Voice of the Customer

Figma

Figma

Customer Service, Operations
San Francisco, CA, USA · New York, NY, USA · United States
Posted on Thursday, May 2, 2024

Figma is growing our team of passionate people on a mission to make design accessible to all. Born on the Web, Figma helps entire product teams brainstorm, design and build better products — from start to finish. Whether it’s consolidating tools, simplifying workflows, or collaborating across teams and time zones, Figma makes the design process faster, more efficient, and fun while keeping everyone on the same page. From great products to long-lasting companies, we believe that nothing great is made alone—come make with us!

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.

Pay Transparency Disclosure

If based in Figma’s San Francisco or New York hub offices, this role has the annual base salary range stated below.

Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information.

Figma offers equity to employees, as well a competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement. Figma also offers sales incentive pay for most sales roles. Figma’s compensation and benefits are subject to change and may be modified in the future. You may view our Pay Transparency Policy by clicking on the corresponding link.

Annual Base Salary Range (SF/NY Hub):
$102,000$215,000 USD

At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to accommodations-ext@figma.com. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.

Examples of accommodations include but are not limited to:

  • Holding interviews in an accessible location
  • Enabling closed captioning on video conferencing
  • Ensuring all written communication be compatible with screen readers
  • Changing the mode or format of interviews

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with the applicable candidate section of Figma's Privacy Policy.