Senior Manager, Customer Support (Voice of the Customer)

📋 Description

• Build and run the Voice of the Customer program to capture and act on feedback.
• Serve as liaison between Support, Product, Engineering, Safety to translate voice into insights.
• Develop deep knowledge of end-to-end customer journeys for key personas to pinpoint pain points.
• Design and implement processes to identify root causes and AI verbatim analysis.
• Drive data insights with analytics teams and prioritize customer-impacting issues.
• This role is primarily office-based with periodic travel to Aurora offices.

🎯 Requirements

• 8+ years in customer support, CX, or analytics; 4+ years leading VoC programs.
• Turn signals into prioritized insights that influence product and engineering decisions.
• Strong data analysis, verbatim/thematic analysis, taxonomy design, and AI insights tools.
• Excellent storytelling and executive communication; cross-functional influence.
• Experience building and leading a team in ambiguous, fast-paced environments.
• Desirable: CRM tools (Salesforce) familiarity and customer advocacy in technical/safety contexts.

🎁 Benefits

• Hybrid work environment; in-office at least 3 days/week.
• Opportunity to build and scale the VoC program.
• Collaborative, cross-functional teams with real impact.
• Travel to meet key stakeholders across Aurora offices.