Voice of the Customer Operations Manager

We're looking for a Voice of the Customer Operations Manager to join Procore's Customer Marketing Team. In this role, you'll manage our VOC tools and operations, enabling the collection and analysis of personalized, journey-oriented insights that accurately reflect our customers' experiences. Your technical expertise will help Procore understand our customers to truly improve the lives of everyone in construction. As a Voice of the Customer Operations Manager, you'll partner with teams across Procore at all levels to use our VOC tools and design workflows that capture new feedback. Use your Qualtrics CX and Research skills, understanding of AI and VOC, and carefully crafted enablement to make every customer a valued partner and trusted voice in construction. You'll be shaping the future of how Procore listens to and acts upon customer feedback-join us and help build better together. This position reports into Manager, Voice of the Customer and will be based in our any of our U.S. or Canadian offices or work remotely from those regions. We're looking for someone to join us immediately. What you'll do:

• Optimize the VoC ecosystem (Qualtrics, Unwrap.ai) to ensure scalable, integrated, and robust feedback solutions.
• Implement advanced workflows and tools like dynamic site intercepts to enable real-time, personalized feedback collection.
• Manage and document SOPs and system configurations while troubleshooting issues to guarantee data integrity and platform reliability.
• Partner with stakeholders and marketing teams to accurately capture requirements, localize survey content, and activate our advocates
• Empower internal teams to leverage customer intelligence by managing user access and optimizing system utilization.
• Align qualitative feedback with quantitative metrics to uncover actionable insights that directly reduce customer churn.
• Drive operational excellence to increase survey insights, demonstrating direct business impact on customer retention.
• Design behavior-driven triggers that illuminate customer pain points and directly contribute to strategic improvements.

What we're looking for:

• Bachelor's degree or equivalent work experience required.
• 3+ years of administration experience in Qualtrics or 2+ years of Qualtrics Technical Account Management or Implementations experience.
• Demonstrated expertise in Qualtrics administration, including workflows, libraries, and managing projects.
• Deep knowledge of VoC metrics (NPS, CSAT) and their limitations, plus an understanding of AI-driven text analytics to interpret unstructured feedback.
• Keen eye for accuracy and detail in process development; JIRA proficiency is preferred.
• Strong ownership mindset with the initiative to identify opportunities, develop inspiring plans, and ensure execution through measured results.
• Independent and curious nature, with the self-awareness to recognize knowledge gaps and seek guidance when necessary.
• Ability to thrive in a dynamic environment that encourages openness, collaboration, and continuous improvement.

Additional Information Base Pay Range: For Los Angeles County (unincorporated) Candidates: Procore will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act. A criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: 1. appropriately managing, accessing, and handling confidential information including proprietary and trade secret information, as well as accessing Procore's information technology systems and platforms; 2. interacting with and occasionally having unsupervised contact with internal/external customers, stakeholders, and/or colleagues; and 3. exercising sound judgment. Apply tot his job Apply To this Job