Voice of the Customer Manager at Figma

Figma is expanding its team of creative thinkers and innovators who are passionate about making design accessible to everyone.

Its collaborative platform enables teams to turn ideas into reality through brainstorming, prototyping, design-to-code workflows, and AI-powered tools.

Figma helps businesses simplify processes, accelerate product development, and collaborate seamlessly in real time from anywhere in the world. If you’re excited about shaping the future of design and teamwork, this is an opportunity to make an impact.

About the Role

Figma is seeking a strategic and data-driven Voice of the Customer (VOC) Program Manager to develop and lead a company-wide customer feedback program.

Based within the Product Support organization, this role will focus on gathering valuable customer insights from multiple channels, including Support, Sales, NPS surveys, research, and community platforms, and transforming them into actionable recommendations for Product, Engineering, and Support teams.

Beyond reporting customer feedback, you will oversee the entire insights process, identifying key customer challenges, prioritizing improvement opportunities, tracking solutions, and communicating progress across customer-facing teams.

You’ll collaborate closely with departments such as Support, Sales, Research, Marketing, and Product while using AI-powered workflows to improve efficiency and scalability.

This is an exciting opportunity to build a company-wide program that directly influences product decisions and improves the customer experience.

Key Responsibilities

• Lead the company’s Voice of the Customer reporting process, developing systems that make customer insights accessible, organized, and actionable across teams.
• Identify and prioritize major customer challenges, working with Product and Engineering teams to influence product roadmaps and ensure customer needs are addressed.
• Track customer sentiment before and after product launches, providing recommendations on product improvements, support challenges, process gaps, and sales obstacles.
• Establish measurable, data-driven objectives with Product and Engineering partners and monitor progress toward achieving them.
• Partner with Sales teams to incorporate customer challenges and feedback into the broader VOC program.
• Combine insights from NPS surveys, customer research, Sales, online communities, and Support data to create a unified picture of customer needs.
• Develop AI-powered workflows that streamline operations and enable faster, more scalable delivery of customer insights.
• Present customer findings and recommendations clearly to different audiences, from frontline support teams to senior Product leadership.

Required Qualifications

• Experience developing and managing a Voice of the Customer program, preferably in a Program Manager or management capacity.
• Professional experience in a customer-facing role, particularly Customer Support, Customer Success, or Sales. Support experience is preferred.
• Strong ownership skills, with the ability to identify challenges, develop solutions, and prioritize effectively.
• Practical knowledge of AI-powered workflows and the ability to build efficient, scalable processes.
• Excellent analytical and communication skills, with the ability to transform customer data into meaningful insights, influence stakeholders, and drive cross-functional improvements.

Preferred Qualifications

• Previous experience working with Figma products.

Figma values continuous learning, curiosity, and professional growth. Candidates are encouraged to apply even if they don’t meet every listed qualification, as their experience and potential may make them suitable for this or other opportunities within the company.

Salary and Benefits

Annual Base Salary: $127,000 – $269,000 USD

Actual compensation will depend on factors such as experience, qualifications, skills, potential impact, and work location.

Additional benefits include:

• Employee equity opportunities.
• Health, dental, and vision insurance.
• Retirement benefits with employer contributions.
• Paid parental leave and family planning support.
• Mental health and wellness benefits.
• Flexible paid time off and paid sick leave.
• Company holidays and recharge days.
• Cell phone and home internet reimbursements.
• Lifestyle spending accounts.
• Annual bonuses for eligible non-sales employees.

Work Arrangement

Full-Time | Remote within the United States or at a Figma US office hub.

This position is open to candidates who can work remotely from within the United States or from one of Figma’s US office locations.