Program Manager, Voice of the Customer

Figma•San Francisco, NY

1d•Hybrid

About The Position

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

Requirements

Experience building and running a VOC program, as a PM or Manager, with a strong POV on what good looks like
A background in a customer-facing function (Support, Success, or Sales – Support preferred)
Demonstrated ownership mentality — a track record of identifying problems, driving solutions, and ruthlessly prioritizing when capacity is limited
Fluency in AI workflows and demonstrated ability to build lightweight, scalable processes quickly
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

Nice To Haves

Previous experience with Figma products

Responsibilities

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