Manager, Voice Of Customer Programs

Summary

The Manager, Voice Of Customer Programs will lead initiatives to capture and operationalize customer feedback across channels to improve experience and drive loyalty. This role partners with cross-functional teams to translate insights into actionable programs and measure impact. The manager will own program strategy, reporting, and continuous improvement of voice of customer capabilities.

Responsibilities

• Develop and manage voice of customer programs, including feedback collection, analysis, and reporting.
• Partner with merchandising, marketing, and operations to prioritize and implement customer-driven improvements.
• Design metrics and dashboards to track program performance and business impact.
• Lead cross-functional projects to close feedback loops and elevate customer experience.
• Manage vendor relationships and program budgets as needed.

Requirements

• 4+ years of experience in customer insights, VOC, CX, or related program management.
• Proven ability to analyze customer feedback and translate findings into recommendations.
• Strong project management and stakeholder communication skills.
• Experience with feedback platforms, survey design, and dashboarding tools.