Abridge is seeking a Voice of Customer Program Manager to own and evolve our feedback ecosystem. You will ensure user, customer, and market feedback is captured, synthesized, and activated across the organization, managing the end-to-end VoC operating model and playing a central role in aligning the product roadmap with our GTM strategy.
What You'll Do
- 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.
- Own the processes for capturing, categorizing, and routing feedback from clinicians, partners, and internal teams.
- Partner with the Sr. Commercial Insights Analyst to identify themes and trends across feedback sources.
- Translate insights into clear opportunities and risks that inform roadmap and GTM priorities.
- Provide synthesized feedback insights that shape roadmap recommendations and help determine high‑impact product priorities.
- Facilitate recurring feedback reviews with Product, Clinical Success, and other teams.
- Build and launch VoC frameworks for new products, ensuring scalable mechanisms for intake, prioritization, and insight generation.
- Identify gaps in our feedback ecosystem and recommend new inputs to address them.
- Evaluate and integrate additional sources that strengthen visibility into user needs.
- Maintain visibility into how feedback influences product decisions and outcomes.
- Establish simple, repeatable reporting that demonstrates VoC impact.
- Ensure that the needs of our partners and users are easily accessible, actionable, and consistently embedded in decision‑making.
What We're Looking For
- 7+ years of experience within B2B Healthcare SaaS.
- Experience 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.
Technical Stack
- Feedback management tools
- Survey platforms
- CRM systems
- Analytics tools
Team & Environment
This role reports to the Director of Commercial Insights.
Benefits & Compensation
- 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.
- Competitive compensation and equity grants for full time employees.
Work Mode
This is a hybrid position based in San Francisco, CA, New York, NY, or Pittsburgh, PA.
Abridge is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.
