Experienced Voice of the Customer (Voc) Lead Program Manager – Customer Insights and Experience Strategy Development

At arenaflex, we're on a mission to revolutionize the way we understand and serve our customers. As a seasoned Voice of the Customer (VoC) Lead Program Manager, you'll play a pivotal role in driving our customer-centric strategy, ensuring that every product, service, and experience is tailored to meet the evolving needs of our customers. If you're passionate about harnessing the power of customer feedback to drive business growth and innovation, we want to hear from you.

The Role

As a VoC Lead Program Manager at arenaflex, you'll be responsible for developing and executing a comprehensive customer feedback strategy that informs product roadmap, go-to-market messaging, and service/support offerings. You'll work closely with cross-functional teams, including product management, engineering, and marketing, to ensure that customer feedback is incorporated into all stages of the product lifecycle. Your expertise will help us identify and address key gaps and pain points in our product and drive continuous improvement based on customer feedback.

Key Responsibilities

* Establish and centralize robust feedback mechanisms, leveraging various sources such as support tickets, CSAT surveys, social channels, our community forum, and other direct and indirect feedback mechanisms

• Optimize VoC data collection, survey design, sampling, operationalization, and analysis to ensure actionable insights grounded in data
• Provide recommendations that inform product roadmap, go-to-market messaging, and service/support offerings, ensuring that customer needs are understood and met
• Aggregate customer sentiment for product launches and features, identifying and addressing key gaps and pain points in arenaflex's product and driving continuous improvement based on customer feedback
• Implement a cadence to present findings to senior leadership in a timely, informative, and compelling manner that garners commitment and follow-through from stakeholders
• Collaborate with cross-functional teams to ensure customer feedback is incorporated into all stages of the product lifecycle
• Identify and implement the right processes, tech stack, and up-to-date voice of the customer technology, including AI, to facilitate swift insights reporting
• Develop and maintain a deep understanding of customer needs, preferences, and pain points, using this knowledge to inform business decisions and drive growth

The Skillset

To succeed in this role, you'll need:

• Hands-on experience with VoC programs, with a proven track record of driving customer-centric strategies and initiatives
• Minimum 5 years of project or program management experience, with a strong understanding of research methodologies and data analytics
• Strong communication and influencing skills, with the ability to distill complex qualitative data into clear trends and recommendations
• Proficiency with research methodologies and data analytics, including experience with tools such as Qualtrics, Tableau, and SQL
• A customer-centric mindset, with a deep understanding of customer needs, preferences, and pain points
• Ability to think strategically, with a focus on the bigger picture and its implications
• Experience working in a fast-paced, dynamic environment, with a strong ability to adapt to changing priorities and deadlines

Preferred Qualifications

* Experience with AI-powered VoC tools and platforms

• Familiarity with arenaflex's products and services, with a deep understanding of our customer base and their needs
• Strong analytical and problem-solving skills, with the ability to identify and address key gaps and pain points in our product and services

About arenaflex

At arenaflex, we're committed to creating a workplace that's inclusive, equitable, and diverse. We believe that every individual has a unique perspective and contribution to make, and we're dedicated to fostering a culture that celebrates and supports our differences. Our benefits and programs are designed to meet the needs of our employees, with a focus on wellness, flexibility, and work-life balance.

Benefits

We offer a comprehensive benefits package, including:

• Competitive salary and bonus structure
• Comprehensive health, dental, and vision insurance
• 401(k) matching program
• Flexible PTO and vacation policy
• Wellness allowance and access to on-site fitness classes
• Carrot family planning benefit and Origin Financial Planning service
• Modern Health and BriteBreaks (generally the first Friday of every month off)

Equal Opportunity

arenaflex is an equal opportunity employer, committed to fostering diversity, equity, and inclusion in all aspects of our business. We welcome individuals from all backgrounds, abilities, and experiences to apply, and we make employment decisions on the basis of merit. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know.

How to Apply

If you're passionate about customer-centricity and want to join a team that's dedicated to driving growth and innovation, we want to hear from you. Please submit your application, including your resume and a cover letter that outlines your experience and qualifications for this role. Apply for this job