Senior Voice of the Customer Program Manager – Driving Customer Insight, Product Excellence, and AI‑Powered Innovation at brighthush

About brighthush

brighthush is not just a design platform; it’s a global movement that turns imagination into tangible products. By fusing cloud‑based collaboration, AI‑enhanced prototyping, and real‑time code generation, we empower designers, developers, and product leaders to iterate faster, communicate clearer, and launch smarter. Our mission is simple yet ambitious: make design accessible to everyone, everywhere. With a vibrant community of over 50,000 creators and a product suite that spans ideation to deployment, brighthush is redefining how teams build the future.

Why This Role Matters

In a world where customer expectations evolve at lightning speed, the Voice of the Customer (VOC) is the compass that keeps product teams on course. As the Senior VOC Program Manager, you will be the steward of that compass—capturing, analyzing, and amplifying every customer whisper into actionable insights that shape our roadmap, inform engineering priorities, and elevate the user experience. If you thrive on data, love storytelling, and want to see your work directly influence the next generation of design tools, this is the role that will ignite your career.

Key Responsibilities

• Design & Execute a Company‑Wide VOC Cadence: Build a systematic rhythm that pulls data from support tickets, sales conversations, NPS surveys, community forums, and qualitative research. Ensure the cadence is scalable, repeatable, and aligned with quarterly business goals.
• Prioritize Customer Pain Points: Synthesize cross‑functional data streams to surface the most critical issues. Translate these pain points into prioritized backlog items and champion them through product planning cycles.
• Drive Impact Across Teams: Act as the liaison between Product, Engineering, Support, Sales, and Marketing. Ensure insights are not only visible but also actionable, fostering a culture of data‑driven decision making.
• Monitor Sentiment Lifecycle: Track customer sentiment from pre‑launch to post‑release. Provide timely recommendations for product enhancements, process optimizations, and sales enablement.
• Set Data‑Backed Objectives: Collaborate with engineering and product leaders to define measurable goals, monitor progress, and celebrate wins that demonstrate VOC value.
• Integrate AI Workflows: Leverage AI tools for automated data extraction, sentiment analysis, and insight generation. Scale the VOC program to meet growing demand without compromising depth.
• Communicate Insights Effectively: Translate complex data into compelling narratives tailored for frontline support, product leadership, and executive stakeholders.
• Champion Customer Success: Work directly with Sales to surface field insights, ensuring that customer problem statements inform product priorities and sales strategies.
• Build Unified Narratives: Combine signals from NPS, research, community, and support into a single, actionable story that moves quickly from discovery to delivery.

Essential Qualifications

• 3+ years of experience building and managing a Voice of the Customer or Customer Experience program, preferably in a product‑centric environment.
• Strong background in a customer‑facing role (Support, Success, or Sales), with a preference for hands‑on support experience.
• Proven ownership mentality: a track record of identifying problems, driving solutions, and prioritizing ruthlessly when capacity is limited.
• Fluency in AI‑powered workflows and the ability to design lightweight, scalable processes that accelerate insight delivery.
• Exceptional analytical skills: ability to transform raw data into clear, actionable stories that influence cross‑functional stakeholders.
• Excellent communication and storytelling abilities, capable of presenting complex insights to both technical and non‑technical audiences.
• Experience with product roadmapping, backlog grooming, and aligning customer insights with engineering priorities.

Preferred (but not required) Qualifications

• Hands‑on experience with brighthush products or a deep understanding of design collaboration tools.
• Background in product research, UX research, or market analysis.
• Experience working in a fast‑paced, remote‑first organization.
• Knowledge of advanced analytics platforms (e.g., Mixpanel, Amplitude, Tableau) and data visualization best practices.

Skills & Competencies

• Strategic thinking with a customer‑first mindset.
• Data literacy: proficiency in SQL, Excel, or equivalent data manipulation tools.
• Project management: comfortable managing multiple initiatives simultaneously.
• Stakeholder management: adept at building relationships across product, engineering, support, and sales.
• Adaptability: thrives in a dynamic environment where priorities shift quickly.
• Curiosity: a passion for learning new tools, methodologies, and industry trends.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater impact. As the Senior VOC Program Manager, you will:

• Lead cross‑functional initiatives that shape the product roadmap and influence company strategy.
• Mentor junior analysts and support staff, fostering a culture of data‑driven decision‑making.
• Participate in leadership workshops, AI innovation labs, and industry conferences.
• Advance into senior product strategy roles, such as Director of Customer Experience or Head of Product Insights.

Work Environment & Culture

brighthush is a remote‑first company that values flexibility, collaboration, and continuous learning. Our culture is built on:

• Transparency: Open communication channels and shared goals across all teams.
• Inclusivity: A diverse community that celebrates different perspectives and backgrounds.
• Growth Mindset: Encouragement to experiment, iterate, and learn from failures.
• Work‑Life Balance: Generous PTO, company recharge days, and flexible work hours.
• Wellness Support: Comprehensive health, dental, vision, and mental health benefits.

Compensation & Benefits

While specific figures vary by location and role level, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Equity options to share in the company’s growth.
• Annual performance bonus for eligible non‑sales roles.
• Health, dental, and vision insurance with company contributions.
• Retirement plan with employer matching.
• Parental leave and family planning support.
• Generous paid time off, company recharge days, and a learning & development stipend.
• Remote work stipend and cell phone reimbursement.

How to Apply

If you’re ready to turn customer voices into powerful product actions and help shape the future of design collaboration, we’d love to hear from you. Submit your application through our careers portal and let’s explore how you can make an impact at brighthush.

Equal Opportunity Employer

brighthush is an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other characteristic protected by law. We also consider qualified applicants with criminal histories in accordance with legal requirements. If you require accommodations during the hiring process, please contact [email protected].