Grafana Labs

Product Program Manager, Voice of Customer

Grafana Labs

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $127,651 - $153,180 per year

Job Level

Mid-LevelSenior

About the role

  • Manage VoC program operations across all feedback channels (feedback portal, community, support, slack and many more)
  • Evaluate, triage, and prioritise customer feedback; collaborating with PM’s when insights come in that you think could do with their immediate attention
  • Translate raw feedback into insights identify themes, trends, and actionable opportunities for product teams
  • Collaborate with Product Managers, Engineering Managers, and R&D leadership to ensure feedback meaningfully shapes planning and roadmaps
  • Use AI and automation tools to streamline analysis, enrich insights, and simplify operational workflows
  • Advocate for the customer voice in cross-functional meetings and product discussions
  • Evolve VoC tooling, including the customer-facing portal and internal workflows, to drive efficiency and clarity
  • Ensure transparency and closure: help customers understand where their feedback lands and how it is acted upon
  • Continue to refine and track VoC metrics (e.g., feedback volume, themes, response times, implementation outcomes) and communicate impact across the organisation
  • Proactively identify areas for program optimisation and introduce process improvements without waiting for direction.

Requirements

  • Experience in product management, product operations, customer insights/research, customer support or customer success, ideally within a SaaS or developer-focused environment
  • Strong ability to synthesize qualitative customer feedback into themes and actionable insights
  • Excellent cross-functional collaboration skills with the ability to influence without authority across Product, Engineering, Product Design, Support, and all areas of GTM
  • Exceptional written and verbal communication skills; able to craft clear, concise narratives from complex input
  • High personal agency, ownership, and initiative, you proactively solve problems and optimise processes as they arise
  • Comfort working in a remote, asynchronous, globally distributed environment
  • A desire to grow into R&D or Product roles over time, supported by close collaboration with Product Managers, Engineering Managers, and R&D leadership
  • Comfortable using AI for automation and analysis, including using AI tools to accelerate insight generation, summarise qualitative data, or optimise operational workflows
  • Experience with feedback tooling, insight management systems, or user research processes (a plus).
Benefits
  • 100% Remote, Global Culture - As a remote-only company, we bring together talent from around the world, united by a culture of collaboration and shared purpose.
  • Scaling Organization – Tackle meaningful work in a high-growth, ever-evolving environment.
  • Transparent Communication – Expect open decision-making and regular company-wide updates.
  • Innovation-Driven – Autonomy and support to ship great work and try new things.
  • Open Source Roots – Built on community-driven values that shape how we work.
  • Empowered Teams – High trust, low ego culture that values outcomes over optics.
  • Career Growth Pathways – Defined opportunities to grow and develop your career.
  • Approachable Leadership – Transparent execs who are involved, visible, and human.
  • Passionate People – Join a team of smart, supportive folks who care deeply about what they do.
  • In-Person onboarding - We want you to thrive from day 1 with your fellow new ‘Grafanistas’ to learn all about what we do and how we do it.
  • Balance is Key - We operate a global annual leave policy of 30 days per annum. 3 days of your annual leave entitlement are reserved for Grafana Shutdown Days to allow the team to really disconnect.

Applicant Tracking System Keywords

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

Hard skills
customer insightsfeedback analysisdata synthesisprocess optimizationVoC metricsinsight generationuser research
Soft skills
cross-functional collaborationinfluence without authoritywritten communicationverbal communicationproblem-solvinginitiativepersonal agency