Voice of the Customer Manager at Figma

Figma is a leading collaborative design platform dedicated to making design accessible to everyone.

The company provides innovative tools that enable individuals and teams to transform ideas into real-world products through brainstorming, prototyping, design development, coding, and AI-powered workflows.

With its collaborative technology, Figma helps teams work efficiently, accelerate product development, and communicate seamlessly, regardless of location.

As the company continues to expand, Figma is seeking talented professionals who are passionate about innovation, customer experience, and shaping the future of digital collaboration.

Job Overview

Figma is hiring an experienced, analytical, and strategic Voice of the Customer (VOC) Program Manager to establish and manage a company-wide customer feedback and insights program.

Working within the Product Support department, the successful candidate will gather and analyze customer feedback from multiple sources, including Customer Support, Sales, Net Promoter Score (NPS) surveys, community discussions, and research initiatives.

The primary objective is to transform customer experiences and feedback into actionable recommendations that improve products, strengthen customer satisfaction, and support business growth.

This position goes beyond traditional reporting. The VOC Program Manager will oversee the entire customer insights process, from identifying recurring challenges and prioritizing solutions to monitoring improvements and communicating results to relevant teams.

The role involves close collaboration with Product, Engineering, Sales, Marketing, Research, and Support teams, while using artificial intelligence to improve efficiency and streamline feedback analysis.

Key Responsibilities

Customer Feedback and Insights Management

• Develop, implement, and oversee Figma’s company-wide Voice of the Customer program.
• Establish effective reporting processes that make customer insights accessible and actionable across departments.
• Collect, evaluate, and consolidate feedback from Customer Support, Sales, NPS surveys, research, and community platforms.
• Identify recurring customer challenges, product limitations, and opportunities for improvement.
• Create clear reports and recommendations that support strategic business decisions.

Product Improvement and Cross-Functional Collaboration

• Collaborate with Product and Engineering teams to prioritize customer concerns and influence product development decisions.
• Advocate for customer needs throughout product planning and improvement initiatives.
• Establish measurable, data-driven objectives with internal stakeholders and monitor progress.
• Track customer issues from initial identification through resolution.
• Share successful product improvements with Support, Sales, and other customer-facing departments.

Customer Experience and Sentiment Analysis

• Monitor customer satisfaction and sentiment before, during, and after product launches.
• Identify unresolved complaints, service challenges, product gaps, and sales-related obstacles.
• Recommend improvements to customer support procedures, product functionality, and internal processes.
• Work directly with Sales teams to understand customer concerns and incorporate feedback into company priorities.
• Present customer insights in a way that supports faster and more informed decision-making.

AI Integration and Process Optimization

• Introduce AI-powered workflows to improve customer feedback collection, analysis, and reporting.
• Develop scalable systems that accelerate the delivery of valuable customer insights.
• Identify opportunities to automate repetitive tasks and enhance operational efficiency.
• Continuously improve the VOC program using data, technology, and customer experience trends.

Reporting and Stakeholder Communication

• Prepare insightful reports for Product leadership, Engineering, Support, and Sales teams.
• Communicate complex customer data through clear, engaging, and actionable presentations.
• Ensure relevant stakeholders receive timely information about emerging customer concerns.
• Demonstrate the impact of customer feedback initiatives through measurable improvements.

Requirements and Qualifications

Applicants should possess the following qualifications and experience:

• Proven experience developing, managing, or improving a Voice of the Customer program.
• Previous experience as a Program Manager, Project Manager, or in a related customer insights leadership position.
• Professional background in Customer Support, Customer Success, Sales, or another customer-facing function, preferably Customer Support.
• Strong analytical abilities with experience interpreting customer feedback and business performance data.
• Excellent written and verbal communication skills.
• Demonstrated ability to collaborate with multiple departments and influence strategic decisions.
• Experience using artificial intelligence tools and automated workflows to improve business processes.
• Strong organizational, problem-solving, and prioritization skills.
• Ability to take ownership of projects and deliver results with limited resources.
• Experience translating customer information into practical recommendations that drive measurable improvements.

Preferred Qualifications

• Previous experience using Figma products.
• Familiarity with product development processes and customer experience management.
• Experience implementing scalable reporting and customer feedback systems.

Figma encourages applications from individuals with diverse professional backgrounds. Candidates who meet most, but not necessarily all, of the requirements are welcome to apply.

Salary and Compensation

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

The final salary offered will depend on factors such as relevant experience, professional qualifications, demonstrated skills, job responsibilities, market conditions, and work location.

In addition to base compensation, eligible employees may receive equity awards, performance bonuses, and other benefits.

Employee Benefits

Figma provides a competitive employee benefits package that may include:

• Comprehensive medical, dental, and vision insurance.
• Retirement savings plans with employer contributions.
• Employee equity opportunities.
• Paid parental leave and family planning support.
• Mental health and wellness benefits.
• Flexible paid time off and paid sick leave.
• Paid public holidays and additional company recharge days.
• Mobile phone and home internet reimbursements.
• Lifestyle spending accounts.
• Annual performance bonuses for eligible non-sales positions.
• Additional benefits based on employment eligibility and applicable company policies.

All benefits are subject to the relevant plan terms and applicable laws.

Work Location and Employment Conditions

This is a full-time position available to candidates working remotely within the United States or from one of Figma’s US office hubs.

Successful applicants must be available to attend in-person onboarding if hired.

Figma also requires candidates to keep their cameras enabled during video interviews to support its recruitment and assessment process.

Equal Employment Opportunity

Figma is committed to building a diverse, inclusive, and supportive workplace.

The company provides equal employment opportunities without discrimination based on race, religion, gender, age, nationality, disability, sexual orientation, marital status, veteran status, or any other legally protected characteristic.

Reasonable accommodations are available to qualified candidates with disabilities throughout the recruitment process.

Examples include accessible interview arrangements, closed captioning during virtual interviews, screen-reader-compatible communication, and alternative interview formats.

Candidates requiring accommodations may contact:

Email: accommodations-ext@figma.com

Please note that this email address is for accommodation requests, not general job applications.

Application Guidelines

Figma has established application limits to ensure candidates focus on positions that best match their qualifications.

• Applicants may submit a maximum of five job applications within any rolling 30-day period.
• Candidates cannot reapply for the same position while an existing application remains active.
• Applicants who receive a rejection must wait at least 90 days before applying again for the same role.
• Candidates may submit a new application once the applicable waiting period has ended.

By applying, candidates acknowledge that their personal information will be processed according to Figma’s Candidate Privacy Notice.

How to Apply

Interested and qualified candidates should apply through Figma’s official careers platform.

Applicants are encouraged to review the position requirements carefully and submit an updated CV highlighting their experience in customer insights, program management, data analysis, AI workflows, and cross-functional collaboration.

Important: This remote opportunity is restricted to candidates working within the United States. Applicants outside the US should confirm eligibility before applying.