Senior Manager, Voice of Customer

Southern Glazer’s Wine and Spirits, LLC•Miramar, FL

5d•Hybrid

About The Position

Shape a remarkable future with us. Build a career working for an industry leader that truly invests in their people – and equips them with leading technology, continuous learning, and the ability to bring their best selves to work. As North America's largest total beverage distributor, Southern Glazer’s isn't just one of Forbes’ Top Private Companies; it's a family-owned business with deep roots dating back to 1933. Southern Glazer’s is proud of its well-earned positive reputation, continually achieving accolades for our outstanding workplace culture. We take pride in creating a culture where our people are valued, supported, and provided opportunities for growth and belonging. As a full-time employee, you can choose from a wide-ranging menu of our Top Shelf Benefits, including comprehensive medical and prescription drug coverage, dental and vision plans, tax-saving Flexible Spending Accounts, disability coverage, life insurance plans, and a 401(k) plan. We also offer tuition assistance, a wellness program, parental leave, vacation accrual, paid sick leave, and more. By joining Southern Glazer’s, you would be part of a team that values excellence, innovation, and community. This is more than just a job – it's an opportunity to build the future of beverage distribution and grow with a company that truly cares about its people.

Requirements

Bachelor's degree in design, psychology, marketing, human-computer interaction, or a related field
5+ years of experience in Voice of Customer, customer insights, CX/market analytics, or a related role
Proven experience managing a VoC program end-to-end: survey design, feedback/market data collection, and stakeholder reporting
Proficiency in qualitative and quantitative research methods
Comfort triaging customer-reported issues and routing them to the technical teams, with the judgement to distinguish product feedback from genuine technical/performance problems
Strong analytical and problem-solving skills, and comfort building self-service tools that reduce reliance and manual, one-off analysis
Experience with Claude Code or other AI-assisted coding tools strongly preferred
Excellent written and verbal communication skills with the ability to translate messy, qualitative feedback and market data into clear narratives for both executives and technical team
Proficiency in research tools and software (e.g., SurveySparrow, Quantum Metrics, Adobe Analytics)
Ability to work independently and manage multiple projects simultaneously
Experience in B2B or B2C environments with complex customer journeys

Nice To Haves

Experience with Claude Code or other AI-assisted coding tools

Responsibilities

Own the end-to-end Voice of Customer program: survey design (NPS, CSAT, CES), feedback collection across channels, and ongoing sentiment tracking.
Own Voice of Market strategy: market-level intelligence, competitive signals, and external trend data that complement direct customer feedback.
Design and lead the consolidation of VoC and VoM into a single, unified insights framework, connecting customer sentiment with broader market context to surface deeper, more strategic findings.
Build and maintain reporting cadences (weekly/monthly/quarterly) that translate raw feedback into clear, actionable insights for leadership.
Design and build self-service dashboards and tools on Databricks so teams can explore customer and market insights independently.
Develop data pipelines that unity feedback data from multiple sources into a single, queryable structure.
Use AI coding tools (such as Claude code) to accelerate the development of internal tools, automate reporting workflows, and prototype new self-service capabilities.
Identify trends and root causes across combined VoC/VoM data, partnering with Product and Engineering to close the loop on recurring issues.
Monitor the impact of implemented changes and maintain a feedback loop for continuous improvement.
Partner with the Digital Enablement Organization at both national and subregional levels to align feedback and market insights with digital strategy and rollout priorities.
Collaborate with cross-functional teams (product, design, marketing, commercial sales) to ensure customer insights inform decision-making and product development.
Serve as a liaison between VoC/VoM and production support, tracking issues through to resolution and closing the loop with customers and internal stakeholders.
Build relationships across the organization to champion customer-centricity and secure buy-in for VoC initiatives.
Manage relationship with VoC platform vendor and program operations, including survey design, participant recruitment, and data quality assurance.
Identify feedback signals that point to technical or performance issues (bugs, outages, degraded experience) and route them to the production support team for triage and investigation.
Continuously improve how feedback and market intelligence are captured and surfaced, reducing manual reporting overhead over time.