Program Manager - Voice Customer Programs

Position: Staff Program Manager - Voice of the Customer Programs
Company Description Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

Fresh vision. Real impact. Come build it with us.

Job Description This role will lead our effort in capturing, synthesizing, and acting on customer feedback. In this role, you will serve as the strategic owner of our VoC infrastructure, turning quantitative metrics and qualitative customer insights into actionable business and product strategies. You will directly manage customer-facing survey initiatives, act as a primary platform administrator and power user for Qualtrics, monitor our product feedback channels, and support our qualitative research efforts including customer focus groups.

What You Own Survey Architecture & Qualtrics  — Own, manage, and optimize the enterprise Qualtrics platform for customer-facing survey and feedback initiatives, acting as the primary subject matter expert and administrator. Design, launch, and manage customer-facing survey programs across the lifecycle, including NPS, CSAT, CES, onboarding, and post-interaction surveys. Establish data collection best practices to reduce survey fatigue and ensure high response rates and representative sampling.

Product Feedback & Cross-Functional Collaboration — Collaborate with Product and Customer Adoption & Experience teams to build and scale a standardized product feedback process. Connect OvC data to Churn Zero Health Scores. Aggregate insights from direct surveys and customer-facing teams to translate customer feedback into prioritized product backlog items and feature enhancements. Design a close-loop process to communicate how feedback drives change both internally (with cross-functional teams) and externally (with customers).Focus

Groups & Qualitative Insights — Plan and support customer focus groups, advisory boards, and in-depth interviews to gather deep qualitative insights. Synthesize qualitative findings alongside quantitative data to create unified story-driven reports for leadership.

Playbooks & Enablement — Educate customer-facing teams on our survey initiatives and feedback processes. Design playbooks for pre- and post-survey outreach that align with best practices on responding to customer feedback in a supportive manner. Program Strategy & Analytics — Build executive dashboards and quarterly reporting to track core CX metrics, customer sentiment trends, and the ROI of VoC initiatives. Establish automated workflows to flag and address detractor issues in real time.

Program Goals Deliver quarterly executive Root-Cause Analysis for key CX surveys
10+ NPS improvement in year one
90% adherence to Detractor Close-Loop Response target of 48 hours
25% of Product Roadmap VoC-driven

Consolidate all CX surveys into Qualtrics Qualifications Experience : 4+ years of Program Management experience 3+ years of…