Voice of the Customer (VoC) Program Manager
Job description
Who we are and what we do Deel is a global team that helps businesses hire anyone, anywhere, easily. Deel consists of more than two thousand self-driven individuals spanning over 100 countries. Our unified yet diverse culture keeps us continually learning and innovating the Deel platform and our products for customers. Companies should be able to hire the best talent anywhere in the world, so we are building the best platform to make that a reality. Our market-leading technology, expertise, and global team are crucial to the success of Deel’s platform. We deliver the best products and platform features in our space, enabling millions of jobs worldwide and connecting the global workforce with the best companies and opportunities. Why should you be part of Deel's success story? A 30-mile hiring radius should no longer dictate how companies hire because great talent lives everywhere. Deel sees a world without hiring borders and endless talent that pairs perfect candidates with great companies. We offer global teams all the tools they need to hire, onboard, manage, pay, and scale at full speed. We aim to foster a diverse global economy by building a generational platform that seamlessly connects companies with talent worldwide. After our successful Series D in 2021, we raised another $50M last year, doubling our valuation to $12B. There’s never been a more exciting time to join Deel — the market leader in international payroll and compliance. About the Role We are seeking an experienced and proactive Voice of the Customer Program Manager to lead our customer feedback and data programs within the customer support organization. In this role, you will play a crucial part in understanding and improving the customer experience through surveys, interviews, and feedback analysis. Responsibilities Lead the Voice of the Customer program designed to systematically collect and analyze customer feedback through various channels, including surveys, interviews, and feedback submissions Lead all data projects within the customer support organization in collaboration with the data team Develop and maintain performance dashboards that visually represent customer support metrics and customer insights Continuously monitor and track the impact of customer support and operations initiatives through data-driven analysis Regularly conduct in-depth analyses to gain a comprehensive understanding of the customer experience in ad hoc program, support channel or product vertical Evaluate, scope and execute projects related to customer feedback Requirements 5+ years of program or project management experience 5+ years of data visualization (e.g. Looker) and database querying (e.g. Snowflake) experience 2+ years of Voice of the Customer program experience Excellent communication and interpersonal skills and demonstrated experience partnering across all levels of the organization Total Rewards Our workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all. At Deel, you’ll enjoy: Computer equipment applicable to your role Stock grant opportunities Additional perks and benefits based upon your employment status and country The ability to choose where you work whether it be your home, the beach, or a WeWork At Deel, we're an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other applicable legally protected characteristics.
