Principal Product Operations Manager, VoC

Principal Product Operations Manager, Voice Of The Customer (Voc)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Principal Product Operations Manager, Voice of the Customer (VoC) in the United States.

This role offers a unique opportunity to drive operational excellence and customer-focused product strategy in a fast-growing, technology-driven travel and fintech platform. You will be responsible for centralizing, analyzing, and operationalizing customer feedback to inform product decisions and ensure teams deliver high-value outcomes. Working closely with product management, engineering, and customer-facing teams, you will streamline workflows, improve operational efficiency, and create systems that capture the voice of the customer across all touchpoints. This position combines strategic thinking with hands-on execution, enabling measurable impact on customer satisfaction, retention, and business growth.

Accountabilities :

• Design, implement, and manage systems for systematically collecting and organizing customer feedback from surveys, user interviews, support tickets, and social media.
• Serve as a strategic bridge between customer-facing teams (Sales, Customer Success, Support) and product management, ensuring continuous flow of customer context.
• Partner with stakeholders to identify and resolve operational roadblocks, streamline workflows, and make customer data accessible for product teams.
• Define, track, and analyze key product metrics (e.g., NPS, CSAT, CES) and link them to business outcomes such as retention and revenue.
• Centralize and operationalize customer behavior, sentiment, and conversion data to inform product roadmaps and strategy.
• Act as a subject matter expert for product lifecycle and VoC tools (e.g., Pendo, Amplitude), providing support, configuration, and guidance for efficient workflows.
• Drive process improvements across product operations, ensuring projects are delivered on time and with measurable impact.