Director, Voice of the Customer - Remote

Overview

BILL is seeking a visionary and strategic leader to serve as our Director, Voice of the Customer. In this role, you will own the end-to-end customer feedback journey, championing the voice of the customer (VoC) and transforming feedback into actionable insights that will contribute to enhancing our products, services, and customer experiences.

In Short

• Build and lead a robust VoC program to capture customer feedback.
• Synthesize customer feedback into actionable insights.
• Define and execute a comprehensive customer strategy.
• Build, manage, and mentor a high-performing team.
• Act as the customer’s advocate in cross-functional meetings.
• Leverage customer support data to identify trends.
• Oversee escalations with a focus on root cause analysis.
• Lead efforts to streamline workflows and implement new technologies.

Requirements

• 8+ years of experience in customer experience or VoC program leadership.
• 4+ years of people and team management experience.
• Proven ability to turn customer insights into impactful business decisions.
• Strong understanding of customer support and experience metrics.
• Expertise in operational planning and resource allocation.
• Proficient in CRM/CSM platforms and data visualization tools.
• Bachelor’s degree required.

Benefits

• 100% paid employee health, dental, and vision plans.
• Life Insurance, Long & Short-term disability coverage.
• 11+ Observed holidays and wellness days.
• Employee Stock Purchase Program.
• Wellness & Fitness initiatives.
• Employee recognition and referral programs.
• And much more.