Voice of Customer - Product Program Manager

This is a fully remote position and we're considering candidates in the Americas Eastern Time zones.

The opportunity

As the Voice of Customer - Product Program Manager, you will play a central role in scaling and operationalizing the Voice of Customer (VoC) program, the connective layer between customer feedback and product decision-making.

You will partner closely with Product Managers, Engineering Managers, and R&D leadership to ensure customer insights meaningfully influence strategy and execution. This role also provides strong exposure to how product decisions are made, making it an excellent opportunity for someone who aspires to progress their career into R&D or Product-focused roles over time.

This role reports directly to the Director of Voice of Customer.

Success in this position requires a high degree of agency, initiative, and proactive problem-solving. You should be someone who identifies opportunities to improve workflows, closes gaps before being asked, and confidently drives cross-functional alignment in a distributed remote environment.

What You’ll Be Doing:

• 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.

What makes you a great fit:

• 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).

In Canada, the Base compensation range for this role is CAD$129,392- CAD$155,272. Actual compensation may vary based on level, experience, and skillset as assessed throughout the interview process. All of our roles include Restricted Stock Units (RSUs), giving every team member ownership in Grafana Labs' success. We believe in shared outcomes—RSUs help us stay aligned and invested as we scale globally.