Staff Program Manager – Voice of the Customer Programs

Job overview

The Staff Program Manager – Voice of the Customer Programs role is hybrid, with onsite expectations three days per week, Tuesday through Thursday, at Freshworks’ San Mateo, CA headquarters. The annual base salary range is $166,345–$205,485, with eligibility for a target bonus. Freshworks builds service software for customer and employee experiences. The manager owns the Voice of the Customer infrastructure and turns survey metrics and qualitative feedback into actionable product and business insights, helping teams prioritize improvements and track customer experience outcomes.

What you'll do

• Administer and optimize Qualtrics
• design and manage customer surveys
• establish data collection practices
• collaborate on product feedback processes
• synthesize survey and qualitative research
• support focus groups and interviews
• create playbooks for customer-facing teams
• build executive dashboards and quarterly reporting
• establish workflows to flag detractor issues.

What we're looking for

Skills & competencies

voice of the customer

program management

customer experience

qualtrics

customer surveys

nps

focus groups

product feedback

san mateo ca

freshworks

hybrid

salary $166,345–$205,485

target bonus

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, vision, disability, and life insurance
• equity and ESPP
• flexible PTO
• flexible spending, commuter, and wellness benefits
• adoption and parental leave.

Why this role

The role combines survey program ownership, Qualtrics administration, customer research, and cross-functional product feedback work.

About the employer

Freshworks is hiring for this role. Industry: Software Publishers. Sector: 51.