Hybrid opportunity at
FreshworksStaff Program Manager - Voice of the Customer Programs
Freshworks is looking for a Staff Program Manager to lead its voice-of-the-customer function, converting survey results and customer input into business and product direction. The person…
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About This Role
Freshworks is looking for a Staff Program Manager to lead its voice-of-the-customer function, converting survey results and customer input into business and product direction. The person is the strategic owner of the VoC setup, serves as the main Qualtrics administrator, runs customer surveys and monitors product feedback streams, and also supports qualitative research such as focus groups. The position is hybrid, with onsite days three times a week (Tuesday through…
Job Description
Freshworks is looking for a Staff Program Manager to lead its voice-of-the-customer function, converting survey results and customer input into business and product direction. The person is the strategic owner of the VoC setup, serves as the main Qualtrics administrator, runs customer surveys and monitors product feedback streams, and also supports qualitative research such as focus groups. The position is hybrid, with onsite days three times a week (Tuesday through Thursday) from the San Mateo, California headquarters.
The job covers creating and running survey programs across the customer journey (NPS, CSAT, CES and onboarding surveys, plus post-interaction feedback), while setting collection rules that keep survey fatigue low. The manager works with the Product group and Customer Adoption & Experience staff to standardize how product feedback flows, ties VoC results to ChurnZero health scores, converts aggregated input into prioritized backlog items, and builds a loop that shows teams and customers what changed because of feedback. Focus groups, advisory boards and interviews are planned here too, along with executive dashboards and quarterly reports on CX metrics and VoC return on investment.
Targets for the role include a quarterly executive root-cause review for key CX surveys, a 10-plus point NPS lift in year one, a 48-hour close-loop response to detractors in 90% of cases, and 25% of the roadmap driven by VoC. Candidates need four or more years of program management and three or more years in customer insights, market research or CX, owning VoC programs directly; hands-on Qualtrics skill is preferred. The posted base salary range is $166,345 to $205,485, with a target bonus.
Responsibilities
- Serve as the main administrator of the company's Qualtrics environment
- Build, start and run customer surveys like NPS, CSAT, CES, onboarding and follow-up after interactions
- Set data collection practices that reduce survey fatigue and improve response rates
- Create a consistent product feedback routine together with the Product group and Customer Adoption & Experience staff
- Link VoC data to ChurnZero health scores
- Convert pooled feedback into ranked product backlog entries
- Design a close-loop process that reports back to internal teams and customers
- Plan and support focus groups, advisory boards and customer interviews
- Write playbooks for outreach before and after surveys
- Produce dashboards for executives and quarterly reports on CX metrics and VoC ROI
- Set up automated workflows that flag detractor issues in real time
Requirements
- Four or more years of program management experience
- Three or more years in customer insights, market research or CX, owning VoC programs directly
- Experience organizing, facilitating and analyzing focus groups and customer interviews
- Skill turning raw numbers into clear stories that sway Product, Engineering and executive decisions
Qualifications
- Practical Qualtrics skill in survey build, logic, dashboards and integrations is a plus
- A bachelor's in business, analytics, marketing, psychology or a closely related area, or comparable hands-on experience
Core Skills
Benefits
- Medical, dental, vision, disability and life coverage options
- Equity and ESPP
- Flexible PTO and flexible spending accounts
- Commuter and wellness benefits
- Adoption and parental leave
- Eligibility for a target bonus
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the job located?
The role is hybrid and based at the San Mateo, California headquarters, with onsite expectations of three days a week, Tuesday through Thursday.
What is the salary?
The posting lists a base salary range of $166,345 to $205,485 and says the role is eligible for a target bonus.
What experience is required?
The posting asks for four or more years of program management and three or more years in customer insights, market research or CX, with VoC ownership.
How do I apply?
The posting does not describe an application process.
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