Director, Voice of Customer

Director, Voice of Customer

Location: Austin, TX

Compensation: $120,000  Bonus ($150,000 all in)

Overview

We’re seeking a strategic, customer-focused leader to take ownership of a growing Voice of Customer (VoC) program and elevate continuous improvement efforts across the organization. This role will transform customer insights into actionable strategies that enhance the client experience, improve operational performance, and drive measurable business impact.

This individual will play a critical role in standing up a new VoC platform and building the processes, reporting structures, and feedback loops from the ground up. The ideal candidate can distinguish actionable insights from noise, identify true root causes, and drive cross-functional accountability for resolution and follow-through.

Work Environment & Compensation

• Hybrid Schedule: In-office Monday–Thursday, remote Fridays
• Locations: Tempe, AZ or Austin, TX
• Base Salary: ~$120,000
• Bonus: 20% target
• Total Compensation Cap: ~$150,000 all-in

Leadership Responsibilities

• Manage and develop 2 direct reports
• Mentor and support junior team members while establishing scalable operational processes
• Foster a culture of accountability, continuous improvement, and customer-centric thinking

Key ResponsibilitiesVoice of Customer Leadership

• Design, implement, and manage Voice of Customer programs including:
  
  • Surveys
  • Feedback channels
  • Sentiment analysis
  • Customer listening strategies
• Build and operationalize a new customer feedback platform and supporting processes from the ground up
• Partner cross-functionally to embed customer insights into organizational decision-making
• Develop executive-level reporting highlighting:
  
  • Trends
  • Risks
  • Opportunities
  • Operational gaps

Continuous Improvement & Root Cause Analysis

• Lead process improvement initiatives using Lean, Six Sigma, or similar methodologies
• Distinguish between:
  
  • Usable/actionable data vs noise
  • Symptoms vs root causes
  • Urgent operational issues vs lower-priority recurring issues (“ankle biters”)
• Identify patterns and recurring themes within customer feedback data
• Create and manage closed-loop feedback processes:
  
  • Gather customer feedback
  • Share findings with stakeholders
  • Drive corrective actions
  • Measure follow-up success and outcomes

Reporting & Operational Analytics

• Build reporting frameworks, dashboards, and tracking methodologies
• Analyze customer data to identify operational inefficiencies and service opportunities
• Support quality and NIGO (Not In Good Order) program management initiatives

Stakeholder Engagement & Process Management

• Collaborate with cross-functional leaders to align initiatives with business goals
• Facilitate workshops, training sessions, and change management activities
• Manage SOP lifecycle initiatives and process documentation improvements

Qualifications

• Bachelor’s degree in Business, Operations, or related field
• 7 years of experience in:
  
  • Customer Experience
  • Voice of Customer
  • Process Improvement
  • Operational Leadership
• Proven success managing VoC programs and continuous improvement initiatives
• Strong analytical and reporting capabilities with data visualization experience
• Lean, Six Sigma, or similar certification preferred
• Excellent communication, facilitation, and stakeholder management skills

Core Competencies

• Strategic Thinking & Planning
• Leadership & Team Development
• Cross-Functional Collaboration
• Analytical & Problem-Solving Ability
• Adaptability & Innovation
• Continuous Improvement Methodologies
• Customer Experience Strategy
• Root Cause Analysis

Benefits

• Competitive compensation and comprehensive benefits package
• 401(k) and health insurance
• Tuition reimbursement
• Collaborative, growth-oriented environment
• Opportunities for professional development and long-term career growth
  

MOHR Talent is an equal-opportunity employer and complies with all applicable federal, state, and local nondiscrimination laws. We provide equal employment opportunities regardless of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, genetic information, military/veteran status, or any other protected status. If you believe you have been discriminated against or have concerns about our compliance, please contact our Human Resources department at hr@themohrgrp.com