Sr. Manager, Voice of Customer
We 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 results
Qualifications & Requirements:
- Passion for storytelling through an “outside in” perspective with a talent for translating data from multiple sources into actionable recommendations
- Experience leading a multi-dimensional program in a highly dynamic environment with a keen focus on accountability to the customer’s perspective
- Proven program management skills, including the ability to lead the development, documentation, and execution of a global VoC portfolio
- Self-starter that takes initiative for proactively supporting both strategy and tactical execution plans with high attention to detail and delivery excellence
- Excellent interpersonal skills including effective listening, written and verbal communication, with the ability to influence and align strategic priorities
- Outstanding collaboration skills with the desire and patience to work cross-functionally within a diverse global team to establish and meet shared organizational goals
- Ability to remain calm and focused when handling multiple projects in an agile environment while still meeting deadlines with ease and accuracy
- Related experience including 5+ years executing a global VoC program in a high-growth, fast-paced environment; technology background a plus
To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!
MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.
MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.
MongoDB’s base salary range for this role in the U.S. is:
$82,000-$161,000 USD