Director, Voice of the Customer (Remote - US)

This position is posted by Jobgether on behalf of Alma. We are currently looking for a Director, Voice of the Customer in United States.

As Director, Voice of the Customer, you’ll lead the strategy behind capturing and leveraging customer feedback to shape exceptional experiences and influence product and business decisions. You’ll work cross-functionally with Product, Design, Marketing, and Operations teams to build scalable customer insight systems that drive continuous improvement. This role demands a sharp analytical mindset, excellent storytelling ability, and a passion for creating customer-centric solutions. It’s a fully remote position, ideal for a strategic leader who thrives in dynamic, mission-driven environments.

Accountabilities:

• Design and own a comprehensive Voice of the Customer (VoC) program that integrates both qualitative and quantitative insights to drive value.
• Translate complex customer data into clear, actionable recommendations for business and product teams.
• Collaborate with cross-functional partners to ensure customer insights influence strategy, roadmaps, and product development processes.
• Build and scale frameworks for consistent customer feedback loops and tracking experience trends over time.
• Partner with data teams to develop infrastructure that connects data points across the customer journey, enabling deeper analysis.
• Lead internal initiatives to build customer empathy and awareness across the organization through storytelling and strategic programming.

• 8+ years of experience in customer insights, product operations, CX, or a related analytical function.
• Strong SQL skills, including experience writing queries to join tables, filter datasets, and perform aggregations.
• Demonstrated success in conducting customer research, analyzing product usage, and delivering competitive insights.
• Proven ability to collaborate cross-functionally and influence stakeholders using data-driven storytelling.
• Excellent communication skills with a knack for simplifying technical topics into clear, engaging narratives.
• A commitment to equity, inclusion, and cultural humility in relationship-building and team collaboration.

• Fully remote work environment
• Competitive salary range: $165,000 - $185,000 (non-negotiable to ensure pay equity)
• Health, dental, and vision insurance via Aetna and MetLife, with FSA and HSA options
• 401K plan with ADP
• Monthly stipends for therapy, wellness, co-working space, and home office expenses
• Pet care discounts and financial perks via BenefitHub and United Pet Care
• Parental leave, flexible PTO, and 13 paid days off including mental health and volunteer days
• One-time home office setup stipend and ongoing support for remote work needs

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

#LI-CL1