Senior Program Manager – Voice of Customer (VoC) Operations & Enablement

We are looking for an experienced Senior Program Manager – Voice of Customer (VoC) Operations & Enablement to lead the operational execution, governance, and continuous improvement of enterprise customer feedback programs. This role is ideal for professionals with expertise in Voice of Customer (VoC), Customer Experience (CX), Program Management, and Customer Insights who are passionate about driving customer-centric decision-making at scale.

Minimum Qualifications

• 5+ years of experience in Voice of Customer (VoC), Customer Experience (CX) Operations, Customer Feedback Programs, Research Operations, Program Management, or related fields.
• Hands-on experience with Qualtrics, Medallia, or similar customer feedback platforms.
• Experience working with Salesforce-based business processes and workflows.
• Strong program management, stakeholder management, and operational excellence skills.
• Experience leading cross-functional initiatives and influencing stakeholders without direct authority.
• Strong analytical, problem-solving, and communication skills.
• Experience driving process improvement, standardization, automation, and operational governance.
• Bachelor's degree or equivalent professional experience.

Preferred Qualifications

• Experience supporting Customer Success, Customer Experience (CX), Customer Insights, or Customer Advocacy organizations.
• Experience managing enterprise-scale Voice of Customer (VoC) programs.
• Experience creating training, enablement, onboarding, and adoption programs.
• Knowledge of customer research methodologies and survey design.
• Experience with reporting and analytics platforms such as Power BI.

Key Responsibilities

• Lead the operational delivery of Voice of Customer (VoC) survey and customer listening programs.
• Manage survey workflows, including audience targeting, scheduling, distribution, reminders, and completion tracking.
• Oversee customer interview programs, including scheduling, vendor coordination, reporting, and feedback management.
• Monitor operational KPIs, program health, and governance metrics.
• Drive continuous improvement initiatives focused on quality, efficiency, automation, and scalability.
• Resolve operational, workflow, platform, and data-related issues.
• Develop playbooks, documentation, training materials, and stakeholder enablement resources.
• Deliver onboarding sessions, office hours, and adoption activities for business stakeholders.
• Support closed-loop feedback processes, detractor management, and action tracking.
• Collaborate across Customer Success, Product, Operations, and Business teams to improve customer experience outcomes.