Senior Manager, Customer Support (Voice of the Customer)

Aurora Innovation•San Francisco, CA

11d•$162,000 - $287,000•Hybrid

About The Position

Aurora is seeking a Senior Manager, Customer Support to lead their Voice of the Customer (VoC) pillar. This role is crucial in ensuring that customer feedback from support interactions directly influences Aurora's product development and operational strategies. The successful candidate will act as a liaison between Support and other key departments like Product, Engineering, and Safety, translating customer pain points into actionable insights for leadership and partner teams. The goal is to advocate for and drive the resolution of critical customer issues.

Requirements

8+ years in customer support, CX, customer insights, or support analytics.
4+ years owning a support-focused VoC or customer-feedback program end to end.
Demonstrated ability to turn qualitative and quantitative customer signals into prioritized, actionable insights that influenced product, engineering, or operational decisions, driving reduction in contact rate.
High proficiency with data analysis, verbatim and thematic analysis, taxonomy design, and experience with AI customer insights tools.
Excellent storytelling and executive communication; skilled at building alignment and influencing without authority across functions.
Experience building and leading a team, and standing up a program from scratch, in ambiguous, fast-paced environments.

Nice To Haves

Background in a customer-facing function (Support or Customer Success) before moving into insights.
Familiarity with CRM tools (e.g., Salesforce), in particular their functionality and/or integrations with customer insights tools.
Experience with customer advocacy in highly technical and safety-critical environments.

Responsibilities

Build and operate the Voice of the Customer (VoC) program, a closed-loop system for capturing, analyzing, and acting on customer feedback from support interactions.
Serve as the connective tissue between Support, Product, Engineering, Safety, and other cross-functional teams, ensuring customer voice is translated into clear, compelling, prioritized insights.
Build deep expertise on the end-to-end customer journey to identify experience breakdowns.
Design and implement processes and frameworks to identify technical and non-technical root causes of customer contacts, combining support team inputs with AI analysis.
Drive analyses and partner with analytics teams to deliver in-depth data insights, combining support and business data.
Develop a framework for evaluating the criticality and business impact of surfaced pain points.
Present customer pain points to senior leadership using data insights and customer journey storytelling.
Advocate with cross-functional partners for addressing customer pain points through necessary improvements.
Drive cross-functional prioritization of customer-impacting fixes, establish shared OKRs, and track impact.
Partner with Tier 1 and Tier 2 support teams for bi-directional feedback on the VoC process, tooling, and outcomes.
Design and maintain an intent and root cause taxonomy for consistent issue categorization.
Build, hire, and develop the team, setting priorities, resourcing, and ways of working as the program scales.