Voice of Customer Program Manager (VoC Program Manager)
Location: Suwanee, GA
Job Type: Contract To Hire
Company: IDR
Category: Marketing
Job Description Apply Now
The Voice of Customer Program Manager (VoC Program Manager) plays a crucial role in understanding, managing, and enhancing the customer experience within a dynamic and collaborative organization. As a VoC Program Manager, you will be responsible for designing, implementing, and overseeing a comprehensive customer feedback program that spans multiple departments, ensuring that valuable customer insights are gathered, analyzed, and acted upon to drive continuous improvement. This full-time position offers professionals the chance to leverage their expertise in customer insights, survey methodology, and program management, while contributing significantly to organizational growth and customer satisfaction.
Located in Suwanee, GA, this role is embedded within a company recognized for its industry leadership and commitment to employee growth. The VoC Program Manager will utilize advanced platforms such as Salesforce Feedback Management and Qualtrics, designing governance frameworks and delivering actionable feedback strategies to foster a customer-centric culture. By integrating feedback channels and aligning cross-functional stakeholders, this role ensures the voice of the customer is heard, valued, and translated into tangible business outcomes.
If you are a strategic thinker with a passion for customer experience and have a proven ability to manage enterprise-level VoC programs, this opportunity is designed for you. Click the application button below to take the next step in your career as a VoC Program Manager and make a meaningful impact in a thriving organization.
Voice of Customer Program Manager (VoC Program Manager) - Summary- Full-time role focused on end-to-end management of customer feedback initiatives
- Central figure in developing and overseeing governance frameworks for surveys and feedback channels
- Key driver of multi-departmental integration for customer experience improvement
- Utilizes leading platforms including Salesforce Feedback Management and Qualtrics
- Located in Suwanee, GA, within an industry-leading, team-oriented company
- Develop and implement a comprehensive governance framework for surveys and feedback channels across departments to ensure consistency and data integrity
- Design and execute core surveys, including relationship, transactional, and targeted surveys, to capture actionable customer insights
- Evaluate, select, and manage Voice of Customer platforms and technology partners, optimizing the use of tools like Salesforce Feedback Management
- Lead the assessment and seamless migration to new feedback platforms such as Qualtrics, ensuring efficient survey deployment and effective data integration
- Facilitate collaboration between departments to align on customer feedback priorities and ensure insights are operationalized for continuous improvement
- Analyze survey data, generate reports, and present findings to executive leadership and stakeholders
- Stay current with industry trends, best practices, and emerging technologies in the field of customer experience management
- Competitive compensation package designed to attract experienced professionals
- Comprehensive benefits including medical, dental, vision, and life insurance
- Eligibility for Employee Stock Ownership Program
- Engagement in a close-knit, team-oriented culture
- Opportunity to work with an award-winning organization recognized for its excellence in staffing and employee satisfaction
- Bachelor’s degree in Business, Marketing, Communications, or a related field (or equivalent work experience)
- Minimum of 5 years’ experience in program management, customer experience, or market research
- Proven track record in managing enterprise-level Voice of Customer or customer insights programs
- Experience leading platform transitions or migrations, particularly involving Salesforce and Qualtrics
- Strong background in survey methodology, analytics, and familiarity with VoC platforms and CRM/data visualization tools
- Excellent communication, organizational, and stakeholder management skills
- Strategic thinker with a passion for enhancing the customer experience through data-driven insights
- Technically adept at managing VoC platforms and integrating feedback data into business processes
- Able to thrive in a fast-paced, collaborative environment with cross-functional teams
- Strong analytical skills and attention to detail
- Demonstrates leadership in driving change and guiding platform transitions
- Comfortable presenting insights and recommendations to senior leadership
- The Voice of Customer Program Manager (VoC Program Manager) position is based in Suwanee, GA, a vibrant area that offers access to community resources and a supportive local environment.
- Company culture is built around teamwork, growth, and recognizing employee contributions.
- Employees benefit from being part of an organization with more than 25 years of industry experience and a reputation for excellence.
- The company has received ClearlyRated's Best of Staffing® Client and Talent Award 12 years in a row.
- Opportunities for professional growth and advancement are available to those who demonstrate initiative and leadership within the customer experience space.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.
If you are ready to advance your career as a Voice of Customer Program Manager (VoC Program Manager), click the application button to apply and join a team dedicated to making a positive impact through customer insights and experience management.