Voice of the Customer Program Manager

About the role

Figma is seeking a strategic, data-driven Voice of the Customer (VOC) Program Manager to lead a company-wide VOC program. This role sits within the Product Support org and is responsible for gathering insights from various customer-facing areas, including Support, Sales, NPS, community, and more. The goal is to surface and prioritize the biggest customer pain points, align with Product and Engineering on roadmap prioritization, and advocate for customer needs.

Responsibilities

• Own the rhythm of VOC reporting and define mechanisms that feed into the program, including launch insight reporting and ensuring insights are visible, shareable, and easy to act on across the org.
• Surface and prioritize the biggest customer pain points, align with Product and Engineering on roadmap prioritization, and advocate for customer needs – bringing wins back to Support and Sales to demonstrate program impact.
• Monitor and report on customer sentiment from pre through post-product launches, providing recommendations across Product, Support, and Sales on where to act – from unresolved pain points and product gaps to process improvements and sales blockers.
• Set shared, data-backed goals with Product and Engineering partners and monitor progress to help keep those goals on track.
• Work directly with Sales to bring customer problem statements into the VOC program and ensure field insights inform priorities.
• Integrate signals from NPS, Research, Sales, and community alongside Support data into a unified narrative that reaches Product and Engineering swiftly.
• Strategically implement AI workflows to build scalable processes that generate and deliver insights faster.
• Communicate customer insights across a range of audiences, from frontline support to Product leadership, with clarity and a strong point of view.

Requirements

Experience building and running a VOC program, as a PM or Manager, with a strong POV on what good looks like.
Background in a customer-facing function (Support, Success, or Sales – Support preferred)
Demonstrated ownership mentality — a track record of identifying problems, driving solutions, and ruthlessly prioritizing when capacity is limited
Fluency in AI workflows and demonstrated ability to build lightweight, scalable processes quickly
Strong analytical and communication skills, with a demonstrated ability to translate data into compelling customer narratives, influence cross-functional stakeholders, and drive action across a range of audiences

Qualifications

While not required, previous experience with Figma products is an added plus.

Skills

Experience with Figma products is an added plus.

Benefits

At Figma, we offer a competitive package of benefits, including health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement.

Pay

The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range.

Schedule

This is a full time role that can be held from one of our US hubs or remotely in the United States.