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Director, Voice of Customer Programs - Job Opportunity at Restaurant365

Remote, US
Full-time
Executive
Posted: March 12, 2025
Remote
USD 180,000-200,000 per year

Benefits

Competitive healthcare coverage with 100% employee premium coverage
401(k) with company matching program
Equity compensation through stock options
Unlimited PTO policy with additional company holidays
Comprehensive wellness program initiatives

Key Responsibilities

Lead strategic development and implementation of enterprise-wide Voice of Customer (VoC) programs
Drive customer-centric decision making across organizational functions
Manage cross-functional collaboration to integrate customer insights into product development
Build and mentor VoC team while fostering customer-centric culture
Establish and track KPIs for measuring VoC program effectiveness
Partner with executive leadership on customer experience strategy

Requirements

Education

Bachelor's degree in Business, Marketing, Communications, or related field; Master's degree preferred

Experience

10+ years of experience in customer insights, VoC, or related function, with at least 5 years in customer facing leadership role

Required Skills

Strong technical acumen Strategic mindset Strong analytical skills Excellent communication and presentation skills Experience with data analysis tools (Domo, Tableau, SQL) Competency with Qualtrics and/or Medallia Previous customer industry experience with retail, restaurant and/or SMBs (preferred)
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Sauge AI Market Intelligence

Industry Trends

The SaaS restaurant management sector is experiencing rapid digital transformation, with increasing emphasis on data-driven decision making and customer experience optimization Voice of Customer programs are becoming critical differentiators in the competitive restaurant technology space as businesses focus on retention and expansion Integration of AI and machine learning into VoC programs is emerging as a key trend for processing and analyzing customer feedback at scale

Salary Evaluation

The offered salary range of $180,000-$200,000 is competitive for a Director-level VoC position in the SaaS industry, though slightly below market for similar roles at larger enterprise software companies which can range up to $220,000-$240,000

Role Significance

Based on the company stage and role scope, likely managing a team of 3-7 direct reports including program managers and analysts
This is a senior leadership position with direct impact on product strategy and customer experience, likely reporting to a VP of Customer Experience or Chief Customer Officer

Key Projects

Implementation of enterprise-wide VoC feedback collection and analysis systems Development of customer insight integration frameworks across product and service teams Creation of customer-centric KPI dashboards and reporting structures Design of cross-functional customer feedback action programs

Success Factors

Ability to translate complex customer feedback into actionable business strategies Strong executive presence and stakeholder management skills Deep understanding of SaaS metrics and customer success principles Experience with both qualitative and quantitative research methodologies

Market Demand

Very high demand for VoC leadership roles in SaaS companies, particularly those serving the restaurant industry as it undergoes digital transformation

Important Skills

Critical Skills

VoC program development experience in SaaS environments Data analysis and visualization capabilities Strategic planning and execution Cross-functional leadership experience

Beneficial Skills

Restaurant industry knowledge Experience with customer feedback platforms Change management expertise Product management understanding

Unique Aspects

Direct influence on product strategy in a rapidly evolving industry segment
Opportunity to shape customer experience programs in a growth-stage SaaS company
Cross-functional leadership role combining technical and strategic responsibilities

Career Growth

Typical tenure in this role is 3-5 years before progression to VP level, depending on company growth and performance

Potential Next Roles

VP of Customer Experience Chief Customer Officer VP of Product Strategy Head of Customer Intelligence

Company Overview

Restaurant365

Restaurant365 is a growing SaaS platform specifically focused on restaurant management solutions, positioning itself as a comprehensive back-office and accounting solution provider

Emerging player in the restaurant management software space, competing with legacy systems and other cloud-based solutions
US-based company with remote-first work culture, indicating strong digital operational capabilities
Progressive tech company culture with emphasis on professional development and work-life balance, as evidenced by unlimited PTO and wellness initiatives
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