Program Manager, Voice of the Customer (Remote Eligible)

Klaviyo’s VoC team seeks to deeply understand our customers & their needs across their journey with Klaviyo. We collect & democratize customer insights, partnering cross-functionally to rally around the most valuable customer opportunities. Our work empowers our stakeholders to make decisions grounded in customer needs, continuously improving our customer experience.

The Voice of the Customer Program Manager will own the Customer Experience measurement program across Klaviyo’s various customer segments. This includes the management of our NPS & CSAT programs, the establishment of new listening posts across the customer journey, and the ongoing monitoring & analysis of results. 

You will partner cross-functionally with teams across Klaviyo (Product, Customer Success, Sales, etc) to share insights & drive improvements to the customer experience, as well as our Ops team to create self-serve tools for our partners to tap into the customer voice.  

This person will report to the Director, Voice of the Customer.    

How You'll Make a Difference

• Own the customer experience measurement program across Klaviyo.
• Align with CS, Product, Sales and other stakeholders to highlight current customer challenges, identify options to address, and propose recommended solutions.
• Measure the business impact of CX improvements by linking results to key business KPIs (retention, net upgrades) and seek to continuously optimize the experience.
• Own change management processes for roll out of new processes (designs, tests, iterates and ensures effective roll-outs).   
• Partner with BI & Operations to ensure all relevant data points are accessible to partner teams, making it easy to access & leverage customer insights in their process.  
• Contribute to quarterly customer updates, sharing a consolidated view of insights & tying to other research across Klaviyo teams.
• Interact directly with customers through follow-up surveys or interviews to to deeply understand their experience and inform decisions.
• Participate in additional strategic initiatives related to Voice of the Customer.

Who You Are

• 5+ years of experience within voice of the customer, customer experience, or analytics functions, preferably within a high-growth environment.    
• Data-driven, with ability to leverage data to build recommendations and drive alignment with stakeholder teams.
• Experience with Qualtrics.
• Experience with Klaviyo, Salesforce, and/or Gainsight is a plus.
• Excellent project management skills to plan, execute and report on multiple programs running in parallel.
• Comfortable conducting analysis on performance to identify wins and opportunities.  
• Exceptional written and oral communication skills.
• Self-motivated, results-oriented, and a team player.
• A great communicator and negotiator able to develop shared perspectives.
• Able to drive results through indirect and direct influence.
• Passionate about customer’s experience in eCommerce.