What are the responsibilities and job description for the Senior Manager / Director, Customer Insights & Voice of Customer position at MOHR Talent?
Senior Manager / Director, Customer Insights & Voice of Customer
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
Austin , TX| Hybrid Schedule | Up to $130K Base 20% Bonus
We’ve partnered with a national organization seeking a customer-focused operations leader to help build a next-generation Voice of Customer program focused on customer insights, operational improvement, and cross-functional execution.
This role is ideal for someone who understands how to turn customer feedback into measurable business imprements and scalable operational processes.
Responsibilities- Build and scale customer feedback and VoC processes
- Analyze customer trends, sentiment, and operational pain points
- Lead root cause analysis and continuous improvement initiatives
- Develop dashboards, reporting, and KPI frameworks
- Create closed-loop feedback and accountability processes
- Partner with Product, Operations, Technology, and Leadership teams
- Manage and develop 2 team members
- 7 years in customer experience, VoC, process improvement, or operational excellence
- Strong analytical mindset and reporting experience
- Experience building workflows, SOPs, and customer feedback programs
- Excellent communication and stakeholder management skills
- Lean, Six Sigma, Kaizen, or operational improvement background preferred
- Experience in financial services, SaaS, fintech, insurance, or enterprise operations preferred
Voice of Customer • Customer Insights • Operational Excellence • CX Analytics • Process Improvement • Service Quality • Continuous Improvement
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