Staff Program Manager, Voice of the Customer Programs

Location: Hybrid, onsite three days per week (Tuesday–Thursday) at the San Mateo, California headquarters

Annual base salary: $166,345–$205,485 USD, plus eligibility for a target bonus

Company

hirify.global builds enterprise-grade service software and AI-powered customer and employee experience solutions.

What you will do

• Own and optimize the enterprise Qualtrics platform for customer-facing surveys and feedback programs.
• Design and manage NPS, CSAT, CES, onboarding, and post-interaction surveys while improving response rates and sampling quality.
• Build a standardized product feedback process with Product and Customer Adoption & Experience teams.
• Connect Voice of the Customer data to ChurnZero Health Scores and translate insights into prioritized product backlog items and feature enhancements.
• Plan and support focus groups, advisory boards, and in-depth customer interviews, combining qualitative and quantitative findings.
• Create executive dashboards, quarterly reporting, root-cause analyses, and automated workflows for detractor follow-up.

Requirements

• 4+ years of program management experience.
• 3+ years of experience in Customer Experience, market research, or customer insights, including direct ownership of Voice of the Customer programs.
• Hands-on Qualtrics experience covering survey design, logic, dashboards, and integrations.
• Experience organizing, facilitating, and analyzing focus groups and customer interviews.
• Ability to translate raw data into narratives that influence Product, Engineering, and executive decisions.
• Bachelor’s degree in Business, Data Analytics, Marketing, Psychology, or a related field, or equivalent practical experience.

Culture & Benefits

• Medical, dental, vision, disability, and life insurance options.
• Equity, ESPP, flexible paid time off, flexible spending, commuter, and wellness benefits.
• Adoption and parental leave benefits.
• Inclusive workplace focused on equal opportunity and collaboration across diverse backgrounds.