Abridge

Voice of Customer Program Manager

Abridge

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $150,000 - $177,000 per year

Job Level

SeniorLead

About the role

  • Run and Evolve the VoC Program: Oversee daily operations of Abridge’s feedback ecosystem, ensuring it remains effective, scalable, and aligned with evolving organizational needs. Identify friction points and partner with cross-functional teams to refine program workflows.
  • Manage Feedback Intake & Routing: Own the processes for capturing, categorizing, and routing feedback from clinicians, partners, and internal teams, ensuring clarity, consistency, and high signal quality.
  • Surface Cross‑Channel Insights: Partner with the Sr. Commercial Insights Analyst to identify themes and trends across feedback sources. Translate these insights into clear opportunities and risks that inform roadmap and GTM priorities.
  • Support Commercial Prioritization: Working closely with the Market Insights & Intelligence Manager, provide synthesized feedback insights that shape roadmap recommendations and help determine high‑impact product priorities tied to revenue, adoption, and customer experience.
  • Align Cross‑Functional Stakeholders: Facilitate recurring feedback reviews with Product, Clinical Success, and other teams to ensure shared understanding of user needs and known issues.
  • Expand VoC to New Products: Build and launch VoC frameworks for new products, ensuring scalable mechanisms for intake, prioritization, and insight generation.
  • Integrate New Feedback Sources: Identify gaps in our feedback ecosystem and recommend new inputs to address them. Evaluate and integrate additional sources that strengthen visibility into user needs.
  • Connect Insights to Roadmap Decisions: Maintain visibility into how feedback influences product decisions and outcomes. Establish simple, repeatable reporting that demonstrates VoC impact.
  • Champion the Customer Voice: Ensure that the needs of our partners and users are easily accessible, actionable, and consistently embedded in decision‑making across Abridge.

Requirements

  • 7+ years of experience within B2B Healthcare SaaS, in program management, customer insights, product operations, customer experience, or other related field.
  • Demonstrated ability to design, operate, and continuously improve cross-functional programs or operational frameworks
  • Strong analytical and synthesis skills, with experience interpreting qualitative and quantitative feedback at scale
  • Track record of partnering with Product and Commercial teams to influence roadmaps or strategic decisions
  • Excellent communication, storytelling, and facilitation skills—especially in cross-functional environments
  • Familiarity with feedback management tools, survey platforms, CRM systems, and/or analytics tools
  • Exceptional organizational rigor, with the ability to manage multiple workstreams in a fast-moving environment
  • A passion for elevating the customer voice and driving meaningful product and experience outcomes
Benefits
  • Generous Time Off: 14 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees
  • Comprehensive Health Plans: Medical, Dental, and Vision coverage for all full-time employees and their families.
  • Generous HSA Contribution: If you choose a High Deductible Health Plan, Abridge makes monthly contributions to your HSA.
  • Paid Parental Leave: Generous paid parental leave for all full-time employees.
  • Family Forming Benefits: Resources and financial support to help you build your family.
  • 401(k) Matching: Contribution matching to help invest in your future.
  • Personal Device Allowance: Tax free funds for personal device usage.
  • Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.
  • Lifestyle Wallet: Monthly contributions for fitness, professional development, coworking, and more.
  • Mental Health Support: Dedicated access to therapy and coaching to help you reach your goals.
  • Sabbatical Leave: Paid Sabbatical Leave after 5 years of employment.
  • Compensation and Equity: Competitive compensation and equity grants for full time employees.
  • ... and much more!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
program managementcustomer insightsproduct operationscustomer experienceanalytical skillssynthesis skillsqualitative feedbackquantitative feedback
Soft Skills
communicationstorytellingfacilitationorganizational skillscross-functional collaboration