Voice of the Customer (Voc), Lead Program Manager

THE ROLE

The Voice of the Customer (VoC) Program Manager drives a company-wide program responsible for systematically gathering, analyzing, and acting on customer feedback to improve products, services, and customer experiences. This role will be instrumental in ensuring Eventbrite has a holistic customer feedback strategy, actionable insights grounded in data, specific and time-bound commitments, and a consistent cadence and framework for sharing updates as well as closing the feedback loop both internally and externally. This role is critical in ensuring customer needs are understood and met and has a direct impact on revenue retention and growth.

YOU WILL

• Establish and centralize robust feedback mechanisms, leveraging various sources such as support tickets, CSAT surveys, social channels, our community forum, and other direct and indirect feedback mechanisms
• Optimize VoC data collection, survey design, sampling, operationalization, and analysis
• Provide actionable recommendations that inform product roadmap, go-to-market messaging, and service/support offerings
• Aggregate customer sentiment for product launches and features, identify and address key gaps and pain points in Eventbrite's product and drive continuous improvement based on customer feedback
• Implement a cadence to present findings to senior leadership in a timely, informative, and compelling manner that garners commitment and followthrough from stakeholders
• Collaborate with cross-functional teams, including product management, engineering, and marketing, to ensure customer feedback is incorporated into all stages of the product lifecycle
• Reactive ongoing listening
• Identify and implement the right processes, tech stack, and up-to-date voice of the customer technology, including AI, to facilitate swift insights reporting

THE SKILLSET

• Hands-on experience with VoC program
• Minimum 5 years project or program management experience 
• Strong communicator with a proven track record of influencing without authority 
• Ability to distill complex qualitative data into clear trends and recommendations
• Proficiency with research methodologies and data analytics 
• Adept at thinking about the strategic bigger picture as well as the tactical context and implications 
• Customer-centric mindset 
• Preferred: Qualtrics, Tableau, SQL