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Director, Voice of Customer Programs

unlimited holidays - work from home
Remote: 
Full Remote
Contract: 
Full time
Work from: 
United States

Offer summary

Qualifications:

Bachelor’s degree in Business, Marketing, Communications, or a related field; Master’s degree preferred., 10+ years of experience in customer insights, VoC, or a related function, with at least 5 years in a customer-facing leadership role., Proven track record of developing and implementing successful VoC programs in a SaaS or technology environment., Strong analytical skills with the ability to interpret complex data and translate it into strategic business recommendations..

Key responsabilities:

  • Develop and oversee a holistic VoC program aligned with the company’s strategic objectives.
  • Design and implement processes to capture customer feedback across multiple channels.
  • Collaborate with cross-functional teams to integrate customer insights into business strategies.
  • Build and mentor a high-performing VoC team, fostering a culture of customer-centricity across the organization.

Restaurant365 logo
Restaurant365 Computer Software / SaaS SME https://www.restaurant365.com/
201 - 500 Employees
See all jobs

Job description

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!

Our commitment to customer-centricity drives everything we do, and we’re looking for a strategic leader to amplify our customer voice and ensure that Restaurant365’s products and services consistently exceed expectations. 
The Director of Voice of Customer Programs will lead the development and execution of comprehensive VoC strategies to gather, analyze, and act on customer insights across the organization. This role will partner with cross-functional teams to drive customer-centric decision-making, influence product and service strategies, and ultimately elevate the overall customer experience. 

How you'll add value:
  • Strategic Leadership: 
  • Develop and oversee a holistic VoC program with durable and impactful initiatives that align with the company’s strategic objectives and focus on customer experience 
  • Serve as the key advocate for the customer across all levels of the organization. 
  • Collaborate with executive leadership to ensure customer insights drive innovation and operational excellence. 
    • Program Development & Execution: 
  • Design and implement robust processes to capture customer feedback across multiple channels, including surveys, interviews, social media, and support interactions. 
  • Establish key performance indicators (KPIs) to measure the success and impact of VoC initiatives. 
  • Ensure that VoC data is transformed into actionable insights that inform product roadmaps, marketing strategies, and service improvements. 
    • Cross-Functional Collaboration: 
  • Work closely with Product, GTM, G&A and other teams to ensure customer insights are integrated into business strategies. Own and manage the cross-functional interlocks to review and prioritize insights. 
  • Lead cross-functional workshops and forums to discuss findings, drive alignment, and develop action plans. 
  • Advocate for the customer in strategy sessions and provide guidance on best practices for customer engagement and experience management. 
    • Team Leadership & Development: 
  • Build and mentor a high-performing VoC team, ensuring continuous professional development and alignment with organizational goals. 
  • Foster a culture of customer-centricity and data-driven decision-making across the organization. 
  • Oversee resource allocation, budget management, and process optimization within the VoC function. 
    • Market & Industry Insights: 
  • Leverage industry trends, emerging technologies, and best practices in customer experience and feedback management. 
  • Benchmark our VoC practices against industry standards to continually enhance program effectiveness. 
  • Other duties as assigned. 

    • What you'll need to be successful in this role:
  • Bachelor’s degree in Business, Marketing, Communications, or a related field; Master’s degree preferred. 
  • 10+ years of experience in customer insights, VoC, or a related function, with at least 5 years in a customer facing leadership role. 
  • Proven track record of developing and implementing successful VoC programs in a SaaS or technology environment. 
  • Strong technical acumen with the ability to convert customer requirements into actionable outcomes 
  • A bias for action, ensuring key initiatives and efforts are executed and delivered for impact. 
  • Strong analytical skills with the ability to interpret complex data and translate it into strategic business recommendations. 
  • Excellent communication, presentation, and interpersonal skills, capable of influencing stakeholders at all levels. 
  • Experience with data analysis tools (e.g., Domo, Tableau and SQL) and customer feedback platforms. 
  • Strategic mindset with the ability to balance long-term vision with day-to-day execution. 
  • Competency and knowledge around tools such as Qualtrics and/or Medallia  
  • Previous customer industry experience with retail, restaurant and/or SMBs is a plus 

    • R365 Team Member Benefits & Compensation
  • This position has a salary range of $180K-$200K The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.
  • Comprehensive medical benefits, 100% paid for employee
  • 401k + matching
  • Equity Option Grant
  • Unlimited PTO + Company holidays
  • Wellness initiatives

    • #BI-Remote
    DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.

    Required profile

    Experience

    Industry :
    Computer Software / SaaS
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Other Skills

    • Social Skills
    • Communication
    • Analytical Skills
    Are you interested?

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