Program Manager, Voice of the Customer

San Francisco, United StatesOn-site

Responsibilities

Own the rhythm of VOC reporting and define the 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
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

Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI.
From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world.
You'll work cross-functionally across Support, Sales, Research, Marketing and Product, and leverage AI to move faster than ever.
Experience building and running a VOC program, as a PM or Manager, with a strong POV on what good looks like
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 While not required, it’s an added plus if you also have: Previous
experience with Figma products At Figma, one of our values is Grow as you go.
Additionally, if hired you will be required to attend in person onboarding.