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Senior Program Manager, Voice of Customer Los Angeles - San Francisco California
Company: MongoDB Location: San Francisco, California
Posted On: 05/16/2024
The worldwide data management software market is massive (According to IDC, the worldwide database software market, which it refers to as the database management systems software market, was forecasted to be approximately $82 billion in 2023 growing to approximately $137 billion in 2027. This represents a 14% compound annual growth rate). At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading developer data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity.Sr. Manager, Voice of CustomerWe are looking for a seasoned Customer Experience (CX) professional with a strong background in customer listening programs and a successful track record of driving transformational, org-wide change. The Sr. Manager, Voice of Customer will lead the design and development of the MongoDB listening framework, including establishing feedback channels that continuously inform optimization of the MongoDB customer journey. This role will also be responsible for synthesizing these inputs to develop and oversee research-driven recommendations within the business. The ideal candidate has a proven track record of implementing successful VoC programs, coupled with experience advocating for change within an executive leadership team.This role can be based in New York, San Francisco, Los Angeles, or Palo Alto.Responsibilities: - Develop a modern framework to meaningfully capture customer insights in a scalable way across the journey while enabling closed-loop engagement
- Partner with internal stakeholders to unify existing listening posts while also expanding our footprint to inform a cohesive, customer first strategy
- Collaborate with colleagues to analyze quantitative and qualitative data and provide recommendations to inform research-driven journey improvements
- Guide leadership to prioritize required change to deliver a delightful experience based upon customer, partner, and MongoDB insights captured throughout engagement
- Act as a strategic advisor across the organization to ensure actionable insights are prioritized and implemented to drive customer-centric change
- Align org-wide stakeholder groups including our GotoMarket ecosystem, Operations, Marketing, Product, etc. to build consensus and drive resultsQualifications & Requirements:
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