Voice of the Customer Program Manager

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figmas platform helps teams bring ideas to lifewhether youre brainstorming creating a prototype translating designs into code or iterating with AI. From idea to product Figma empowers teams to streamline workflows move faster and work together in real time from anywhere in the world. If youre excited to shape the future of design and collaboration join us!

We are looking for a strategic data-driven Voice of the Customer (VOC) Program Manager to build and run a company-wide VOC program at Figma. Sitting within the Product Support org this role is responsible for pulling insights from across Figmas customer-facing surfaces Support Sales NPS community and more and translating them into fast actionable signals for Product Engineering and Support. This isnt just a reporting role: youll own the full insight loop from surfacing and prioritizing the biggest customer pain points to tracking whether theyre being addressed and bringing wins back to customer facing orgs and our product partners. Youll work cross-functionally across Support Sales Research Marketing and Product and leverage AI to move faster than ever. Its a rare opportunity to build something that matters at company scale.

This is a full time role that can be held from one of our US hubs or remotely in the United States.

• Own the rhythm of VOC reporting and define the mechanisms that feed into the program including launch insight reporting and ensuring insights are visible shareable and easy to act on across the org
• Surface and prioritize the biggest customer pain points align with Product and Engineering on roadmap prioritization and advocate for customer needs bringing wins back to Support and Sales to demonstrate program impact
• Monitor and report on customer sentiment from pre through post-product launches providing recommendations across Product Support and Sales on where to act from unresolved pain points and product gaps to process improvements and sales blockers
• Set shared data-backed goals with Product and Engineering partners and monitor progress to help keep those goals on track
• Work directly with Sales to bring customer problem statements into the VOC program and ensure field insights inform priorities
• Integrate signals from NPS Research Sales and community alongside Support data into a unified narrative that reaches Product and Engineering swiftly
• Strategically implement AI workflows to build scalable processes that generate and deliver insights faster
• Communicate customer insights across a range of audiences from frontline support to Product leadership with clarity and a strong point of view

At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts experiences and opinions allows our employees our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity/expression veteran status or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.

We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role participate in the interview process perform essential job functions and receive other benefits and privileges of employment. If you require accommodation please reach out to . These modifications enable an individual with a disability to have an equal opportunity not only to get a job but successfully perform their job tasks to the same extent as people without disabilities.

Examples of accommodations include but are not limited to:

• Holding interviews in an accessible location
• Enabling closed captioning on video conferencing
• Ensuring all written communication be compatible with screen readers
• Changing the mode or format of interviews

To ensure the integrity of our hiring process and facilitate a more personal connection we require all candidates keep their cameras on during video interviews. Additionally if hired you will be required to attend in person onboarding.

By applying for this job the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figmas Candidate Privacy Notice.