Program Manager, Voice of the Customer (AI)

Location: Remote in the United States or from Figma's hubs in San Francisco, CA or New York, NY

Salary: $127,000 - $269,000 USD

Company

Figma is a collaborative design platform that empowers teams to brainstorm, prototype, and translate designs into code in real-time.

What you will do

• Own the rhythm of VOC reporting and define mechanisms to make insights visible and actionable across the organization.
• Prioritize major customer pain points and align with Product and Engineering on roadmap priorities.
• Monitor customer sentiment across product launches and provide recommendations for process improvements and product gaps.
• Collaborate with Sales to integrate field insights and customer problem statements into a unified narrative.
• Strategically implement AI workflows to build scalable processes that deliver insights faster.
• Communicate complex customer narratives to a range of audiences, from frontline support to Product leadership.

Requirements

• Experience building and running a VOC program as a Program Manager or Manager.
• Background in a customer-facing function, with a preference for Product Support.
• Demonstrated ownership mentality and a track record of ruthless prioritization.
• Fluency in AI workflows and the ability to build lightweight, scalable processes quickly.
• Strong analytical and communication skills to influence cross-functional stakeholders.
• Must be based in the United States.

Nice to have

• Previous experience with Figma products.

Culture & Benefits

• Comprehensive health, dental, and vision insurance.
• Retirement plan with company contribution and generous PTO.
• Mental health and wellness benefits, including company recharge days.
• Learning and development stipend and a work-from-home stipend.
• Parental leave and reproductive or family planning support.