Voice of the Customer Program Manager

<div class="content-intro"><p>Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're 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 you're excited to shape the future of design and collaboration, join us!</p></div><p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">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 Figma's customer-facing surfaces, Support, Sales, NPS, community, and more, and translating them into fast, actionable signals for Product, Engineering, and Support. This isn't just a reporting role: you'll own the full insight loop, from surfacing and prioritizing the biggest customer pain points to tracking whether they're being addressed and bringing wins back to customer facing orgs and our product partners. You'll work cross-functionally across Support, Sales, Research, Marketing and Product, and leverage AI to move faster than ever. It's a rare opportunity to build something that matters at company scale.</p> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">This is a full time role that can be held from one of our US hubs or remotely in the United States.</p> <h4>What you’ll do at Figma:</h4> <ul> <li class="font-claude-response-body whitespace-normal break-words pl-2">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</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">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</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">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</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Set shared, data-backed goals with Product and Engineering partners and monitor progress to help keep those goals on track</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Work directly with Sales to bring customer problem statements into the VOC program and ensure field insights inform priorities</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Integrate signals from NPS, Research, Sales, and community alongside Support data into a unified narrative that reaches Product and Engineering swiftly</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Strategically implement AI workflows to build scalable processes that generate and deliver insights faster</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Communicate customer insights across a range of audiences, from frontline support to Product leadership, with clarity and a strong point of view</li> </ul> <div class="section page-centered"> <h4>We'd love to hear from you if you have:</h4> <ul> <li class="font-claude-response-body whitespace-normal break-words pl-2">Experience building and running a VOC program, as a PM or Manager, with a strong POV on what good looks like</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">A background in a customer-facing function (Support, Success, or Sales – Support preferred)</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Demonstrated ownership mentality — a track record of identifying problems, driving solutions, and ruthlessly prioritizing when capacity is limited</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Fluency in AI workflows and demonstrated ability to build lightweight, scalable processes quickly</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Strong analytical and communication skills, with a demonstrated ability to translate data into compelling customer narratives, influence cross-functional stakeholders, and drive action across a range of audiences</li> </ul> <h4>While not required, it’s an added plus if you also have:</h4> <ul> <li>Previous experience with Figma products</li> </ul> <div class="section page-centered"> <div> <div>At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.</div> </div> </div> </div><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><strong><span style="font-size: 16px;">Pay Transparency Disclosure</span></strong></p> <p>Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location.&nbsp;</p> <p>Figma offers equity to employees, as well as a competitive package of additional benefits, including health, dental, and vision coverage; retirement benefits with company contributions; parental leave and reproductive or family planning support; mental health and wellness benefits; and paid time off. Figma provides paid sick leave, holidays, and other leave benefits in compliance with applicable federal, state, and local laws, including the requirements of the Washington Minimum Wage Act and related regulations. Exempt employees are eligible for employer‑provided paid flexible PTO in addition to flexible paid sick leave. PTO is subject to manager approval. Additional benefits may include company recharge days, cell phone and home internet reimbursements, and a number of lifestyle spending accounts. Figma also offers sales incentive compensation for most sales roles and an annual bonus plan for eligible non-sales roles. All compensation and benefits are subject to applicable plan terms and may be modified by Figma at any time, consistent with applicable law.</p></div><div class="title">Annual Base Salary Range:</div><div class="pay-range"><span>$127,000</span><span class="divider">&mdash;</span><span>$269,000 USD</span></div></div></div><div class="content-conclusion"><p>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 <a href="https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf">equal opportunity workplace</a> - 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<strong>, </strong>or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.</p> <p>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 <a href="mailto:accommodations-ext@figma.com">accommodations-ext@figma.com</a>. 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.&nbsp;</p> <p>Examples of accommodations include but are not limited to:&nbsp;</p> <ul> <li>Holding interviews in an accessible location</li> <li>Enabling closed captioning on video conferencing</li> <li>Ensuring all written communication be compatible with screen readers</li> <li>Changing the mode or format of interviews&nbsp;</li> </ul> <p>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.</p> <p>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 <a class="c-link c-link--underline" href="https://www.figma.com/legal/candidate-privacy-notice/" target="_blank" data-stringify-link="https://www.figma.com/legal/candidate-privacy-notice/" data-sk="tooltip_parent">Figma's Candidate Privacy Notice</a>.</p> <p><strong>Application limits:</strong> To help candidates focus on the opportunities most relevant to their skills and experience, Figma limits the number and frequency of applications. These limits apply to all roles:</p> <ul> <li>Candidates may submit up to 5 applications during any rolling 30-day period.</li> <li>Candidates may not reapply to the same role while an application is active or within 90 days of receiving a rejection.</li> </ul> <p>Once the applicable days has passed, candidates are welcome to apply again.</p></div>