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Voice of the Customer (Voc), Program Manager @Eventbrite, Inc.

[Hiring] Voice of the Customer (Voc), Program Manager @Eventbrite, Inc.

Apr 12, 2025 - Eventbrite, Inc. is hiring a remote Voice of the Customer (Voc), Program Manager. 💸 Salary: unspecified. 📍Location: USA.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

The Voice of the Customer (VoC) Program Manager drives a company-wide program responsible for systematically gathering, analyzing, and acting on customer feedback to improve products, services, and customer experiences. This role will be instrumental in ensuring Eventbrite has a holistic customer feedback strategy, actionable insights grounded in data, specific and time-bound commitments, and a consistent cadence and framework for sharing updates as well as closing the feedback loop both internally and externally. This role is critical in ensuring customer needs are understood and met and has a direct impact on revenue retention and growth.

  • Establish and centralize robust feedback mechanisms, leveraging various sources such as support tickets, CSAT surveys, social channels, our community forum, and other direct and indirect feedback mechanisms
  • Optimize VoC data collection, survey design, sampling, operationalization, and analysis
  • Provide actionable recommendations that inform product roadmap, go-to-market messaging, and service/support offerings
  • Aggregate customer sentiment for product launches and features, identify and address key gaps and pain points in Eventbrite's product and drive continuous improvement based on customer feedback
  • Implement a cadence to present findings to senior leadership in a timely, informative, and compelling manner that garners commitment and followthrough from stakeholders
  • Collaborate with cross-functional teams, including product management, engineering, and marketing, to ensure customer feedback is incorporated into all stages of the product lifecycle
  • Identify and implement the right processes, tech stack, and up-to-date voice of the customer technology, including AI, to facilitate swift insights reporting

Qualifications

  • Hands-on experience with VoC program
  • Minimum 5 years project or program management experience
  • Strong communicator with a proven track record of influencing without authority
  • Ability to distill complex qualitative data into clear trends and recommendations
  • Proficiency with research methodologies and data analytics
  • Adept at thinking about the strategic bigger picture as well as the tactical context and implications
  • Customer-centric mindset
  • Preferred: Qualtrics, Tableau, SQL

Benefits

  • Comprehensive benefits and a wellness package above and beyond standard medical benefits to support our Britelings’ lifestyle
  • Global benefit programs designed to meet you where you are by offering resources and support for your health, well-being, finances, and family
  • Support in a remote environment, wellness allowance, Carrot family planning benefit, Origin Financial Planning service, and other offerings to ease the mind and body like Modern Health and BriteBreaks (generally the first Friday of every month off)

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📍 Be aware of the location restriction for this remote position: USA
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Back to Remote jobs  >   Project Management
Voice of the Customer (Voc), Program Manager @Eventbrite, Inc.
Project Management
Salary 💸 unspecified
Remote Location
USA
Job Type unspecified
Posted Apr 12, 2025
Apply for this position Unlock 54,551 Remote Jobs
️
📍 Be aware of the location restriction for this remote position: USA
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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