Voice of Customer, Product Program Manager

Overview

Job Description

Responsibilities

• - Manage VoC program operations across all feedback channels (feedback portal, community, support, slack and many more)
• - Evaluate, triage, and prioritise customer feedback; collaborating with PM’s when insights come in that you think could do with their immediate attention
• - Translate raw feedback into insights identify themes, trends, and actionable opportunities for product teams
• - Collaborate with Product Managers, Engineering Managers, and R&D leadership to ensure feedback meaningfully shapes planning and roadmaps
• - Use AI and automation tools to streamline analysis, enrich insights, and simplify operational workflows
• - Advocate for the customer voice in cross-functional meetings and product discussions
• - Evolve VoC tooling, including the customer-facing portal and internal workflows, to drive efficiency and clarity
• - Ensure transparency and closure: help customers understand where their feedback lands and how it is acted upon
• - Continue to refine and track VoC metrics (e.g., feedback volume, themes, response times, implementation outcomes) and communicate impact across the organisation
• - Proactively identify areas for program optimisation and introduce process improvements without waiting for direction.

Required Skills

• - Experience in product management, product operations, customer insights/research, customer support or customer success, ideally within a SaaS or developer-focused environment
• - Strong ability to synthesize qualitative customer feedback into themes and actionable insights
• - Excellent cross-functional collaboration skills with the ability to influence without authority across Product, Engineering, Product Design, Support, and all areas of GTM
• - Exceptional written and verbal communication skills; able to craft clear, concise narratives from complex input
• - High personal agency, ownership, and initiative, you proactively solve problems and optimise processes as they arise
• - Comfort working in a remote, asynchronous, globally distributed environment
• - A desire to grow into R&D or Product roles over time, supported by close collaboration with Product Managers, Engineering Managers, and R&D leadership
• - Comfortable using AI for automation and analysis, including using AI tools to accelerate insight generation, summarise qualitative data, or optimise operational workflows
• - Experience with feedback tooling, insight management systems, or user research processes (a plus).

Benefits

• - 100% Remote, Global Culture
• - Scaling Organization
• - Transparent Communication
• - Innovation-Driven
• - Open Source Roots
• - Empowered Teams
• - Career Growth Pathways
• - Approachable Leadership
• - Passionate People
• - In-Person onboarding
• - Balance is Key - 30 days per annum global annual leave policy