Senior Program Manager, Voice of Customer

Found in: Talent US C2 - 2 weeks ago


New York, United States MongoDB Full time

Sr. Manager, Voice of Customer

We are looking for a seasoned Customer Experience (CX) professional with a strong background in customer listening programs and a successful track record of driving transformational, org-wide change. The Sr. Manager, Voice of Customer will lead the design and development of the MongoDB listening framework, including establishing feedback channels that continuously inform optimization of the MongoDB customer journey. This role will also be responsible for synthesizing these inputs to develop and oversee research-driven recommendations within the business. The ideal candidate has a proven track record of implementing successful VoC programs, coupled with experience advocating for change within an executive leadership team.

This role can be based in New York, San Francisco, Los Angeles, or Palo Alto.

Responsibilities:

Develop a modern framework to meaningfully capture customer insights in a scalable way across the journey while enabling closed-loop engagementPartner with internal stakeholders to unify existing listening posts while also expanding our footprint to inform a cohesive, customer first strategyCollaborate with colleagues to analyze quantitative and qualitative data and provide recommendations to inform research-driven journey improvementsGuide leadership to prioritize required change to deliver a delightful experience based upon customer, partner, and MongoDB insights captured throughout engagementAct as a strategic advisor across the organization to ensure actionable insights are prioritized and implemented to drive customer-centric changeAlign org-wide stakeholder groups including our GotoMarket ecosystem, Operations, Marketing, Product, etc. to build consensus and drive results

Qualifications & Requirements:

Passion for storytelling through an “outside in” perspective with a talent for translating data from multiple sources into actionable recommendations Experience leading a multi-dimensional program in a highly dynamic environment with a keen focus on accountability to the customer’s perspectiveProven program management skills, including the ability to lead the development, documentation, and execution of a global VoC portfolio Self-starter that takes initiative for proactively supporting both strategy and tactical execution plans with high attention to detail and delivery excellenceExcellent interpersonal skills including effective listening, written and verbal communication, with the ability to influence and align strategic prioritiesOutstanding collaboration skills with the desire and patience to work cross-functionally within a diverse global team to establish and meet shared organizational goalsAbility to remain calm and focused when handling multiple projects in an agile environment while still meeting deadlines with ease and accuracyRelated experience including 5+ years executing a global VoC program in a high-growth, fast-paced environment; technology background a plus
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