Who you are

• You may not meet every requirement, and that’s okay. If this role excites you, we’d love you to raise your hand for what could be a truly career-defining opportunity
• 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)

What the job involves

• 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
• 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

Benefits

• Vacation: Balance is key. Our team enjoys 30 days of paid vacation each year on top of national holidays, parental leave, and sick leave. We also take a breather on a number of Grafana Shutdown Days each year
• Healthcare: We’re proud to provide health coverage or stipends for our colleagues in the US, UK, Canada, the Netherlands, Sweden, Singapore, and India
• Retirement planning: There’s no time like the present to start saving for your future. We make employer contributions into the pension pots of our team members in the US, UK, Canada, the Netherlands, Sweden, and Germany
• Professional development: On top of a $1,500 annual learning and development stipend, Grafanistas have thousands of on-demand courses at their fingertips to help them grow professionally. Want to attend a conference or training? Go ahead. Just pass on what you learned
• Work location: Vast majority of our roles are fully remote, focused on hiring the best talent and allowing you to perform from the comfort of your home. If you fancy a change of scene, we’ll also reimburse you up to $175 a month for a personal co-working space
• Choice of tech: There’s no one-size-fits-all when it comes to the tech required to do your job. Choose the laptop and accessories you need when you join us, and we’ll refresh them every three years
• Mindfulness: When you join the team, you can sign up for a complimentary subscription to Headspace to take advantage of the benefits of mindfulness and meditation. Our wellbeing resource group also organize sessions run by fellow Grafanistas or external trainers
• Paid parental leave: Grafana offers paid parental leave to all eligible new parents. This offers Grafanistas time to bond with and care for their children in the first year after birth or adoption
• Global Employee Assistance Program: We offer all team members a 100% confidential support service with 24/7 365 access to professionally qualified counsellors and specialists