Hiring: Staff Program Manager - Voice of the Customer Programs Company: Freshworks Location: San Mateo, CA Job Posted Time: 2026-09-15 17:59:54 Employment Type: Full-time Target Skills & Keywords: Voice of the Customer (VoC), Qualtrics, NPS, CSAT, CES, Survey Design, Customer Feedback, Product Feedback, ChurnZero, Focus Groups, Qualitative Research, CX Metrics, Executive Dashboards, Root-Cause Analysis, Cross-Functional Collaboration, Program Management Experience: - Proven experience leading Voice of the Customer programs, including survey architecture and platform administration (Qualtrics preferred). - Experience designing, launching, and managing customer-facing survey programs across the customer lifecycle (NPS, CSAT, CES, onboarding, post-interaction). - Experience collaborating cross-functionally with Product and Customer Experience teams to translate feedback into product backlog items and feature enhancements. - Experience planning and supporting customer focus groups, advisory boards, and in-depth interviews. - Experience building executive dashboards, quarterly reporting, and automated workflows for real-time detractor issue resolution. Required Skills: - Qualtrics platform administration and power-user expertise. - Survey design and data collection best practices to reduce survey fatigue and ensure high response rates and representative sampling. - Ability to aggregate and synthesize quantitative and qualitative customer insights into actionable business and product strategies. - Strong cross-functional collaboration and communication skills. - Ability to design closed-loop feedback processes and communicate impact internally and externally. - Experience connecting VoC data to health scores (e.g., ChurnZero). - Program strategy, analytics, and root-cause analysis capabilities. - Ability to design playbooks and enablement for customer-facing teams on survey and feedback processes. Qualifications: - Demonstrated ownership of enterprise VoC infrastructure and survey programs. - Strong analytical and storytelling skills to create unified, story-driven reports for leadership. - Track record of delivering quarterly executive root-cause analysis for key CX surveys. - Ability to drive measurable CX improvements (e.g., NPS improvement targets). Compensation: Not specified in the provided job text. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don’t miss this opportunity to join a forward-thinking team!