Senior Manager, Customer Support (Voice of the Customer)

About the Role

Aurora is seeking a Senior Manager, Customer Support to lead our Voice of the Customer (VoC) pillar. Reporting to the Head of Support, you will ensure that customer pain points shape what Aurora builds and how we operate. Your mandate is to turn support insights into prioritized, actionable signals for Product, Engineering, Safety, and other cross-functional partners, advocating for critical issues to be addressed.

Responsibilities

• Build and run the Voice of the Customer (VoC) program: a closed-loop system that captures, analyzes, and acts on customer feedback from support interactions.
• Operate initially as an individual contributor before hiring and leading a small, high-leverage team.
• Serve as the connective tissue between Support, Product, Engineering, Safety, and other cross-functional teams, translating the customer’s voice into clear, compelling, and prioritized insights for leadership.
• Develop deep expertise on the end-to-end customer journey for various personas interacting with Aurora’s product, pinpointing where the experience breaks down.
• Design and implement processes and frameworks to identify technical and non-technical root causes of customer support contacts, combining support team inputs with AI-driven verbatim analysis.
• Drive data insights by conducting analyses and partnering with analytics teams, combining support data with business data.
• Develop a framework for evaluating the criticality and business impact of surfaced pain points.
• Present customer pain points to senior leadership using high-impact data insights and customer journey storytelling, tailoring the message for different audiences.
• Advocate for addressing customer pain points through technical, operational, and experiential improvements, driving cross-functional prioritization and establishing shared OKRs.
• Partner with Tier 1 and Tier 2 support teams to ensure bi-directional feedback on the VoC process, tooling, and outcomes.
• Design and maintain an intent and root cause taxonomy to ensure consistent issue categorization by support teams and AI tools.
• Build, hire, and develop the team, setting priorities, resourcing, and ways of working as the program scales.

This role is primarily office-based, with periodic travel to meet with key stakeholders and cross-functional partners across Aurora's offices.

Requirements

• 8+ years in customer support, CX, customer insights, or support analytics, including 4+ years owning a support-focused VoC or customer-feedback program end-to-end.
• Demonstrated ability to turn qualitative and quantitative customer signals into prioritized, actionable insights that influenced product, engineering, or operational decisions, driving a reduction in contact rate.
• High proficiency with data analysis, verbatim and thematic analysis, taxonomy design, and experience with AI customer insights tools.
• Excellent storytelling and executive communication skills; adept at building alignment and influencing without authority across functions.
• Experience building and leading a team and standing up a program from scratch in ambiguous, fast-paced environments.

Qualifications

• Background in a customer-facing function (Support or Customer Success) before moving into insights.
• Familiarity with CRM tools (e.g., Salesforce), particularly their functionality and integrations with customer insights tools.
• Experience with customer advocacy in highly technical and safety-critical environments.

Pay

For roles based in San Francisco, CA and Mountain View, CA: The salary range for this position is $179,000 - $287,000 per year.

For roles based in Dallas, TX and Pittsburgh, PA: The salary range for this position is $162,000 - $259,000 per year.

Aurora’s pay ranges are determined by role, level, and location. Within the range, the successful candidate’s starting base pay will be determined based on job-related skills, experience, qualifications, relevant education or training, and market conditions. The successful candidate will also be eligible for an annual bonus, equity compensation, and benefits.

Schedule

Aurora operates in a hybrid work environment where employees are in the office at least 3 days per week.

Benefits

At Aurora, we bring together extraordinarily talented and experienced people united by our values. We operate with integrity, set outrageous goals, and build a culture where we win together. Aurora offers an annual bonus, equity compensation, and benefits.