Freshworks: Staff Program Manager - Voice of the Customer Programs — San Mateo, CA, United States

About Freshworks

Freshworks develops cloud-based software for customer and employee experiences. Its product range includes customer support, sales and marketing automation, chat and IT service management. The employer names Freshdesk, Freshsales, Freshmarketer, Freshservice and Freshchat, supported by shared platform services. These applications address different operational needs, from managing customer conversations and sales activity to helping employees obtain IT services. The business emphasises software designed for end users and straightforward implementation.

The position and its setting

Freshworks lists Staff Program Manager - Voice of the Customer Programs in San Mateo, CA, United States, under reference P103085. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Employment type: Full-time
• Employer listing date: 20 August 2026
• Brands: Freshworks

Responsibilities and work described

• This role will lead our effort in capturing, synthesizing, and acting on customer feedback
• In this role, you will serve as the strategic owner of our VoC infrastructure, turning quantitative metrics and qualitative customer insights into actionable business and product strategies
• Directly manage customer-facing survey initiatives, act as a primary platform administrator and power user for Qualtrics, monitor our product feedback channels, and support our qualitative research efforts including customer focus groups
• What You Own
• Survey Architecture & Qualtrics — Own, manage, and optimize the enterprise Qualtrics platform for customer-facing survey and feedback initiatives, acting as the primary subject matter expert and administrator
• Design, launch, and manage customer-facing survey programs across the lifecycle, including NPS, CSAT, CES, onboarding, and post-interaction surveys
• Establishment: data collection best practices to reduce survey fatigue and ensure high response rates and representative sampling
• Product Feedback & Cross-Functional Collaboration — Collaborate with Product and Customer Adoption & Experience teams to build and scale a standardized product feedback process
• Connect OvC data to ChurnZero Health Scores
• Aggregate insights from direct surveys and customer-facing teams to translate customer feedback into prioritized product backlog items and feature enhancements
• Design: a close-loop process to communicate how feedback drives change both internally (with cross-functional teams) and externally (with customers)
• Focus Groups & Qualitative Insights — Plan and support customer focus groups, advisory boards, and in-depth interviews to gather deep qualitative insights
• Synthesize qualitative findings alongside quantitative data to create unified story-driven reports for leadership
• Playbooks & Enablement — Educate customer-facing teams on our survey initiatives and feedback processes
• Design: playbooks for pre- and post-survey outreach that align with best practices on responding to customer feedback in a supportive manner
• Program Strategy & Analytics — Build executive dashboards and quarterly reporting to track core CX metrics, customer sentiment trends, and the ROI of VoC initiatives

Essential requirements and candidate background

• 4+ years of Program Management experience
• 3+ years of experience in Customer Experience (CX), Market Research, or Customer Insights, with direct ownership of VoC programs
• Technical
• Qualitative Expertise: Demonstrated experience organizing, facilitating, and analyzing findings from focus groups and customer interviews
• Cross-Functional Influence: ability to translate raw data into clear narratives that influence Product, Engineering, and Executive decision-making
• Education: Bachelor’s degree in Business, Data Analytics, Marketing, Psychology, or a related field (or equivalent practical experience)

Preferred experience and additional strengths

• Experience: Qualtrics (survey design, logic, dashboards, and integrations) is preferred
• Compensation is based on a variety of factors, including but not limited to location, experience, job-related skills, and level
• Freshworks offers multiple options for dental, medical, vision, disability, and life insurance
• Equity + ESPP, flexible PTO, flexible spending, commuter benefits, and wellness benefits are also offered
• Freshworks also offers adoption and parental leave benefits

Location, schedule and contract conditions

For this overseas or regional listing, confirm work authorisation and any location restrictions with the employer. The location does not establish visa sponsorship or permission to work remotely from India.

• Please note this is a hybrid role with onsite expectations of 3x/week (Tues - Thurs) from our San Mateo, CA headquarters
• Work arrangement: Hybrid
• Advertised location: San Mateo, CA, United States

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Staff Program Manager - Voice of the Customer Programs vacancy is not an offer for reference P103085; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Freshworks

Applications follow the official employer page linked below.

Open the official Freshworks posting below and match the title and reference P103085.

Compare your qualifications and experience with the essential conditions for the San Mateo, CA, United States position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: root-cause analysis

For root-cause work, explain the symptom, the evidence examined and how possible causes were tested. Describe the corrective action and the way its effect was checked.

Relevant skills

• root-cause analysis
• data analysis
• marketing