Product Experience Manager
3 weeks ago
Figma is a design platform that empowers teams to create, collaborate, and innovate. We're seeking a Product Experience Manager to join our Product Support team. In this role, you'll be responsible for gathering and analyzing customer feedback, and generating insights that will guide our product and engineering teams in their decision-making and product roadmaps.
Key Responsibilities:
- Develop and manage a comprehensive VOC program to collect, analyze, and interpret customer feedback from our Product Support channels
- Establish the rhythm of our VOC readouts, providing cross-functional and senior leadership-level visibility and alignment on goals and milestones
- Map the customer journey to identify pain points and drive strategic improvements in the customer experience
- Synthesize customer feedback into actionable insights and recommendations for our product and engineering teams to enhance product design, functionality, and the overall customer experience
Requirements:
- Experience building and scaling a VOC program in a high-growth startup environment
- Strategic mindset with a focus on continuous improvement and scalability
- Proven experience in project/program management, or a related field – having operated in a Support organization
- Stellar communication and influencing skills, with the ability to collaborate effectively across various departments and global teams
What We Offer:
- Competitive salary range: $102,000—$215,000 USD
- Equity to employees
- Competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement
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