Experienced Voice of the Customer (Voc), Lead Program Manager – Customer Insights and Experience

At arenaflex, we're on a mission to revolutionize the way we understand and serve our customers. As a seasoned Voice of the Customer (Voc) Lead Program Manager, you'll play a pivotal role in driving a company-wide program that systematically gathers, analyzes, and acts on customer feedback to improve products, services, and customer experiences. If you're passionate about customer-centricity, data-driven decision-making, and collaborative leadership, we want to hear from you.

About arenaflex

arenaflex is a forward-thinking organization that values diversity, equity, and inclusion. We believe that everyone deserves to be their authentic self and cultivate an environment that makes this possible. Our commitment to providing competitive, valuable, and meaningful benefits and experiences for our employees ensures we meet them where they are in life. We're dedicated to fostering a diverse, equitable, and inclusive culture where all people are invited and belong.

The Role

As our Voice of the Customer (Voc) Lead Program Manager, you'll be responsible for driving a holistic customer feedback strategy that delivers actionable insights, specific and time-bound commitments, and a consistent cadence and framework for sharing updates and closing the feedback loop both internally and externally. This role is critical in ensuring customer needs are understood and met, with a direct impact on revenue retention and growth.

Key Responsibilities

* 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 arenaflex'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 follow-through 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

To succeed in this role, you'll need:

• Hands-on experience with VoC programs
• 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

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping you grow and develop your skills. As a Voice of the Customer (Voc) Lead Program Manager, you'll have access to:

• Regular training and development opportunities to enhance your skills and knowledge
• Mentorship and coaching from experienced professionals
• Opportunities to work on high-impact projects that drive business growth and customer satisfaction
• A collaborative and dynamic work environment that fosters innovation and creativity

Work Environment and Company Culture

arenaflex is a global organization with a diverse and inclusive culture. We're committed to providing a work environment that's supportive, flexible, and empowering. As a Voice of the Customer (Voc) Lead Program Manager, you'll have the opportunity to work with a talented team of professionals who share your passion for customer-centricity and data-driven decision-making.

Compensation, Perks, and Benefits

We offer a comprehensive benefits package that includes:

• Competitive salary and bonus structure
• Comprehensive health insurance and wellness programs
• Flexible work arrangements and remote work options
• Professional development opportunities and training programs
• Access to cutting-edge technology and tools
• Collaborative and dynamic work environment

Equal Opportunity

arenaflex is an equal opportunity employer. We welcome individuals from all backgrounds, abilities, and experiences to apply, and we make employment decisions on the basis of merit. We're committed to fostering diversity, equity, and inclusion in all aspects of our business.

How to Apply

If you're passionate about customer-centricity, data-driven decision-making, and collaborative leadership, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job