The opportunity
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.
What you'll do
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
What they're looking for
- 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
- 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)
