Senior Program Manager, Voice of the Customer , Leo Global Customer Operations

Key job responsibilities

• Own end-to-end VoC program design and operations across B2C and B2B segments, including survey strategy, feedback touchpoint mapping, and escalation frameworks
• Partner with third-party vendors and internal engineering teams to integrate survey delivery across web, in-app, email, and field service channels
• Define and maintain VoC metrics, including CSAT, NPS, and operational proxy metrics, and establish escalation thresholds that trigger cross-functional action
• Build and operate real-time monitoring mechanisms, including flash reports, dashboards, and daily standup cadences, especially during high-intensity launch windows
• Lead cross-functional triage for customer-reported issues, routing signals to the appropriate owning teams (product, network engineering, hardware, CS, field service) and tracking resolution
• Design and operate business review cadences (daily, weekly, monthly, quarterly) that connect customer feedback to leadership decision-making
• Collaborate with legal, privacy, and security teams to ensure survey and data handling practices meet compliance requirements
• Define go/no-go quality gates for new market launches using VoC-derived customer satisfaction and service reliability metrics
• Build and maintain the VoC analytics infrastructure in partnership with BI engineers, ensuring data from multiple feedback channels feeds a single source of truth
• Export Control Requirement: Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

  Basic Qualifications

  • Bachelor's degree
  • 5+ years of program or project management experience
  • Experience using data and metrics to determine and drive improvements
  • Experience owning program strategy, end to end delivery, and communicating results to senior leadership
  • Experience working cross functionally across several teams

  Preferred Qualifications

  • 2+ years of driving process improvements experience
  • Knowledge of general AI tools
  • Experience in survey design and datasets
  • Experience building and operating customer feedback or VoC programs at scale
  • Background in consumer electronics, connectivity services, or hardware-as-a-service products
  • Familiarity with AWS data and analytics services (QuickSight, S3, etc.)
  • Experience in a launch or early commercial stage environment; comfort operating under ambiguity with high urgency
  • Track record of building programs from scratch without inherited infrastructure or playbooks