Staff Program Manager - Voice of the Customer Programs

Location: Hybrid, onsite Tuesday through Thursday at the San Mateo, CA headquarters

Salary: $166,345–$205,485 annual base salary, plus target bonus eligibility

Company

hirify.global builds enterprise service software for employee and customer experience operations, including AI-powered CX and IT 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 and connect Voice of the Customer data with ChurnZero Health Scores.
• Plan focus groups, advisory boards, and customer interviews, combining qualitative and quantitative insights into leadership reports.
• Create executive dashboards, quarterly CX reporting, and automated workflows for real-time detractor follow-up.
• Educate customer-facing teams and develop playbooks for pre- and post-survey outreach.

Requirements

• 4+ years of Program Management experience.
• 3+ years of experience in Customer Experience, Market Research, or Customer Insights with direct ownership of Voice of the Customer programs.
• Experience organizing, facilitating, and analyzing focus groups and customer interviews.
• Ability to translate customer data into narratives that influence Product, Engineering, and executive decisions.
• Hands-on Qualtrics experience with survey design, logic, dashboards, and integrations is preferred.
• Bachelor’s degree in Business, Data Analytics, Marketing, Psychology, or a related field, or equivalent practical experience.

Nice to have

• Hands-on expertise administering and optimizing Qualtrics.

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 committed to equal opportunity and diversity.