Principal Product Operations Manager, VoC

Principal Product Operations Manager, VoC

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

As a Principal Product Operations Manager, you will play a pivotal role in shaping how customer insights drive product strategy and execution. You will design, implement, and optimize processes to capture and centralize customer feedback, ensuring product teams have the context they need to deliver high-value solutions. You will collaborate closely with product, support, and customer-facing teams to link customer sentiment and behavior to business outcomes. In this role, you will define and track key metrics such as NPS, CSAT, and CES, turning insights into actionable recommendations that influence product roadmaps. Your work will directly impact the efficiency, responsiveness, and customer-centricity of product operations, helping scale a high-growth platform while fostering a culture of operational excellence and data-driven decision making.

Accountabilities :

• Design, implement, and manage systems for collecting and organizing customer feedback from surveys, interviews, support tickets, and other channels.
• Serve as a strategic bridge between customer-facing teams and product management, ensuring a continuous flow of customer context.
• Identify and resolve operational roadblocks, streamlining workflows to increase team efficiency and product impact.
• Define, track, and analyze key product metrics (NPS, CSAT, CES) and link them to business outcomes like retention and revenue.
• Centralize and operationalize customer data to inform product roadmaps and strategy.
• Act as a subject matter expert for product lifecycle tools (e.g., Pendo, Amplitude), ensuring they are configured for efficient workflows.