CX Program Manager, Voice of Customer

About the role

The Program Manager, Voice of Customer role at Rippling provides a unique opportunity to help drive product strategy and solutions impacting tens of thousands of Ripping’s customers. With Rippling’s customer base growing in the upmarket space, your role will directly impact retention of our largest clients through data-backed product feedback loops and customer advocacy.

Responsibilities

• Develop and manage Rippling’s Customer Insights and Feature requests process for CX, ensuring customer needs are understood across the org and properly informing Rippling’s roadmap
• Run monthly meetings with product vertical leads to discuss progress against feature requests, committed enhancements, and ensure statuses are accurately represented to customers and internal stakeholders
• SOURCE product feedback from all CX functions, identifying what is most important to each customer function and segment, and drive alignment across teams to arrive on CX-wide priorities
• Provide readouts and reporting at multiple levels on program progress to executives, managers, and the field, including a quarterly product themes evaluation for Rippling’s Chief Product Officer
• Deeply understand the product and the customer to ensure Rippling teams are making informed decisions around risks of pushing timelines or failed delivery of product commits
• Guide the swarm process in CX to root cause key gaps and align plans and committed dates to them
• PARTNER with Account Managers, the Key Accounts team, and Enterprise Implementation to tee up and coordinate Product discovery and research sessions
• Understand biggest churn drivers and Support volume issues due to feature gaps and prioritize across CX
• ANALYZE the data relevant to any feature or focus area; build your own Pivot Tables, measure your own results

Requirements

• 3+ years of program management, product operations, or CX strategy experience
• Past experience in a fast-paced startup environment, working collaboratively with product teams, sales teams, and post-sales teams to shape a product roadmap
• You should be comfortable tackling ambiguous and challenging problems and working independently with limited guidance, as well as part of a team
• Strong analytical skills, must be comfortable with Salesforce and capable of owning all data management and analytics for the program
• Strong communication; you can deliver information clearly and concisely, and package appropriately for different audiences, including internal instructions for CX teams, customer-facing copy, or MECE functional specifications for engineers
• Proactive, self-starter that is experienced in delivering a measurable impact to customer-facing teams and customers
• Experience in a customer-facing role or CX leadership is a plus, especially at a HR or Payroll company

Qualifications

• Must be able to work in an office setting at least 3 days a week

Benefits

• Competitive salary + benefits + equity
• Flexible work schedule
• Collaborative work environment and company culture

Pay

• Salary range: 116,400 - 174,000 USD per year (US Tier 1)

Schedule

• Office-based employees (employees who live within a defined radius of a Rippling office) are required to work in the office, at least three days a week under current policy