Enterprise VoC Manager

Company: Hawkeye Search Group
Location: New York City
Posted on: April 2, 2026

Job Description:

Enterprise Voice of the Customer (VoC) Manager The Enterprise Voice of the Customer (VoC) Manager is responsible for designing, leading, and scaling an enterprise-wide VoC program that delivers actionable customer insights across the business. This role focuses on deeply understanding the customer through data, research, and feedback loops related to product performance, new product launches, market research, customer experience, fulfillment, and overall product quality. This role serves as the connective tissue between customers and internal teams, translating qualitative and quantitative feedback into clear insights that influence product strategy, growth initiatives, operational improvements, and customer retention. The ideal candidate is highly analytical, fluent in modern AI-enabled research tools, and comfortable partnering cross-functionally with senior leaders. Key Responsibilities: Enterprise Voice of the Customer Strategy Own and evolve the enterprise Voice of the Customer strategy, ensuring customer insights are systematically captured, analyzed, and embedded into business decision-making. Develop feedback loops across the full customer lifecycle, from acquisition to repeat purchase and returns. Establish governance, standards, and best practices for VoC data collection and usage across teams. Customer Insights & Analytics Analyze qualitative and quantitative customer data to identify trends, root causes, risks, and opportunities. Leverage AI, machine learning, and advanced analytics tools to scale insight generation from large data sets (reviews, surveys, tickets, social, returns, etc.). Translate complex findings into clear, compelling narratives and executive-ready insights. Surveys & Research Programs Design, deploy, and manage enterprise survey programs, including but not limited to: Post-purchase and new customer acquisition surveys Repeat and returning customer surveys Return and churn-related surveys Net Promoter Score (NPS) programs Partner with Growth, Product, and Marketing teams to ensure surveys align with business objectives and hypotheses. Continuously optimize survey methodology, sampling, and question design to improve signal quality. Product, Launch & Market Feedback Partner closely with Product, Innovation, and Marketing to gather and synthesize customer feedback related to: Product performance and quality New product launches and go-to-market initiatives Feature gaps, unmet needs, and competitive insights Provide timely feedback loops during launches to inform iteration and optimization. Customer Experience & Fulfillment Insights Identify customer pain points across the end-to-end journey, including ordering, shipping, fulfillment, returns, and post-purchase experience. Partner with Operations and Supply Chain teams to surface and prioritize fulfillment-related concerns and quality issues. Track recurring themes and measure the impact of improvements over time. Cross-Functional Collaboration & Influence Serve as a trusted customer advocate across Product, Growth, Marketing, Operations, and CX teams. Facilitate working sessions and readouts to align stakeholders on customer insights and recommended actions. Influence prioritization by grounding decisions in customer data and insights. Executive Reporting & Storytelling Build dashboards, scorecards, and reporting frameworks that track customer sentiment and experience over time. Present insights and recommendations to senior leadership, including the VP of DTC & Growth and executive stakeholders. Connect customer insights to business outcomes such as retention, conversion, lifetime value, and brand perception. Required Qualifications Bachelor’s degree in Business, Analytics, Marketing, Research, or a related field. 5 years of experience in Voice of the Customer, customer insights, market research, analytics, or related roles. Strong analytical skill set with experience synthesizing large, complex data sets. Hands-on experience designing and managing enterprise survey programs (NPS, post-purchase, lifecycle surveys). Proficiency with analytics, BI, and VoC tools (e.g., Qualtrics, Medallia, Sprinklr, Tableau, Looker, Zendesk data, etc.). Experience leveraging AI and automation tools for sentiment analysis, text analytics, and insight generation. Exceptional communication and storytelling skills with the ability to influence without authority. Proven ability to work cross-functionally in a fast-paced, growth-oriented environment. Preferred Qualifications Experience in e-commerce, retail, beauty, or consumer products. Background in product analytics or UX research. Familiarity with experimentation, A/B testing, and growth frameworks. Experience building VoC programs from the ground up or scaling them at an enterprise level. What Success Looks Like Customer insights are consistently used to inform product, growth, and operational decisions. Clear visibility into customer sentiment, pain points, and opportunities across the organization. Strong partnerships across departments with VoC viewed as a strategic function. Measurable improvements in customer satisfaction, retention, and product quality driven by insight-led action.

Keywords: Hawkeye Search Group, Middletown , Enterprise VoC Manager, PR / Public Relations , New York City, Connecticut