Program Manager - Voice of Customer (Remote)

FormAssembly

- Telecommute

FormAssembly is looking for an experienced Program Manager - Voice of Customer to join our growing and dynamic Product Team!

Job Responsibilities

  • In partnership with our Product, Sales & Marketing, Data and CS teams, you will be responsible for creating and managing processes that connect us to the voice of our customers and propagate an internal customer-first thinking
  • Recommend customer facing features based on data and insights collected from customer input.
  • Create and manage customer advisory boards and other closed loop feedback opportunities to keep customers engaged with the product development process.
  • Collect and organize data and oversee a data-driven environment within VoC to dive deep using customer insights and business metrics.
  • Analyze and synthesize the voice of the customer, competitor intel, industry trends to assist with the roadmap and ideation planning
  • Monitor competitors with Product Marketing and emerging market trends with both quantitative and qualitative data sets.
  • Own the process: Measuring feedback, analyzing themes and trends, governing the data, reporting to stakeholders.

Requirements

Required Qualifications & Proficiencies

  • 5 + years experience
  • Excellent communication, presentation and organization skills with the ability to summarize and present information in a way that provides actionable insights
  • Experience in Customer Experience, Process Improvement, Customer Relations, Project Management, Operations or Marketing.
  • Skilled in VOC improvement concepts and principles
  • Track record of collaboration and partnership with cross functional teams
  • Experience leading, facilitating journey mapping and VOC sessions (internal and with customers)
  • Experience in developing a research function with knowledge of research methodologies
  • Experience working remotely
  • Comfortable working in a dynamic and rapidly growth environment

Benefits

FormAssembly offers several benefits that help to facilitate a healthy team, personal growth, and a work-life balance, all of which contribute to creating a more engaged and passionate workforce.

  • Health benefits (health, dental, vision) for team members based in the United States
  • 401(k) with 4% company match for team members based in the United States
  • 4 weeks paid vacation and 9 company holidays
  • Flexible work schedule
  • Paid parental leave
  • Charitable contribution match
  • Budget for professional development
  • Company provided Mac laptop

You'll be joining a talented and fun team, working together to build something great!

Apply here

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