Opportunity at
FigmaVoice of the Customer Program Manager
Figma seeks a strategic and data-driven Voice of the Customer Program Manager to establish and manage a company-wide feedback initiative from its Austin hub. Operating within…
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About This Role
Figma seeks a strategic and data-driven Voice of the Customer Program Manager to establish and manage a company-wide feedback initiative from its Austin hub. Operating within the Product Support organization, the successful candidate will gather insights across various customer touchpoints—including Support, Sales, Net Promoter Score surveys, and community channels—and turn them into rapid, practical signals for Product, Engineering, and Support teams. This position spans the entire insight lifecycle, requiring the…
Job Description
Figma seeks a strategic and data-driven Voice of the Customer Program Manager to establish and manage a company-wide feedback initiative from its Austin hub. Operating within the Product Support organization, the successful candidate will gather insights across various customer touchpoints—including Support, Sales, Net Promoter Score surveys, and community channels—and turn them into rapid, practical signals for Product, Engineering, and Support teams.
This position spans the entire insight lifecycle, requiring the professional to identify top customer pain points, track their resolution, and share successes back with customer-facing departments. The role involves cross-functional collaboration with Sales, Research, Marketing, and Product groups, utilizing artificial intelligence workflows to accelerate processes and deliver timely insights.
Figma provides a collaborative workspace platform that assists teams throughout the design lifecycle, from brainstorming and prototyping to code translation and AI-powered iteration. This full-time opportunity suits an analytical professional with a customer-centric background who wants to influence product development at company scale.
Responsibilities
- Manage the rhythm of Voice of the Customer reporting and establish mechanisms that feed data into the program
- Identify and prioritize major customer pain points while collaborating with Product and Engineering on roadmap planning
- Track customer sentiment across pre-launch and post-launch phases to provide actionable recommendations
- Establish shared, data-backed goals with Product and Engineering partners and monitor their ongoing progress
- Partner directly with the Sales team to incorporate field insights and customer problem statements into the program
- Combine signals from Net Promoter Score, research, sales channels, and community feedback alongside support data
- Implement artificial intelligence workflows to build scalable processes that generate and deliver insights efficiently
- Communicate customer findings clearly to audiences ranging from frontline staff to product leadership
Requirements
- Demonstrated background in building and running a Voice of the Customer program as a product manager or manager
- Prior work experience within a customer-facing function such as support, customer success, or sales
- Track record of problem identification, solution driving, and prioritization under capacity constraints
- Proficiency in artificial intelligence workflows and the ability to rapidly construct lightweight, scalable processes
- Strong analytical and communication capabilities to translate data into narratives and influence stakeholders
Qualifications
- Prior familiarity with Figma products
Core Skills
Benefits
- Equity in the company
- Health, dental, and vision coverage
- Retirement benefits featuring company contributions
- Parental leave and reproductive or family planning support
- Mental health and wellness programs
- Paid time off, sick leave, holidays, and flexible paid sick leave
- Employer-provided paid flexible personal time off for exempt employees
- Company recharge days
- Cell phone and home internet reimbursements
- Lifestyle spending accounts
- Sales incentive compensation for applicable roles or annual bonus plans for eligible non-sales positions
Frequently Asked Questions
What is the employment type for this role?
This is a full-time position.
Where is the job located?
The role can be held on-site from Figma's Austin hub, from one of their other US hubs, or remotely within the United States.
What is the salary range for the Voice of the Customer Program Manager position?
The annual base salary range is $127,000 to $269,000 USD, with actual compensation determined by factors such as qualifications, interview performance, market demands, and work location.
Sample Interview Questions
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