Product Manager (Voice of Customer)

Department: Technology & Product

Employment Type: Permanent

Location: Texas

Reporting To: Vice President of Product, Customer Insights & Market Strategy

Description

Veriforce-Alcumus is seeking a customer-obsessed, externally facing Product Manager, Voice of the Customer (VoC) for the US market. This strategic role is the connective tissue between our US customers, commercial leaders, and the global product organization - ensuring that the unique needs, challenges, and feedback from the US market are fully captured, understood, and represented in our product strategy.

This is a highly visible, customer-facing role that requires exceptional communication skills, professionalism, and the ability to build trust with senior stakeholders across our customer base. You will directly engage with customers, prospects, and advisory groups -facilitating structured feedback programs and ensuring their voices are consistently and credibly represented in how we prioritize, design, and deliver our products.

As the face of product in the US market, you’ll lead efforts to embed a customer-first mindset across our organization, ensure regional needs shape our global roadmap, and bring clarity and momentum to the way we respond to market signals. This position holds end-to-end responsibility for ensuring the customer voice loudly and consistently guides our product decisions. You will lead the translation of insight into action - owning structured approaches for listening to users, surfacing market-relevant trends, and embedding a customer-first mindset into everything we build. You’ll be the go-to product leader for regional teams, building scalable systems to listen, learn, and advocate for market-relevant innovation.

What that means day-to-day:

Voice of the Customer Programs

· Design and implement scalable VoC programs tailored to the US market, including: - Digital surveys - Focus groups - Customer advisory boards - Product feedback sessions

· Build repeatable processes for gathering and synthesizing customer, prospect, and internal stakeholder feedback across segments.

Customer-Centric Product Strategy

· Own the role of customer advocate in product planning, ensuring customer needs—not assumptions—drive roadmap priorities.

· Partner with product leaders to ensure insights inform investment decisions, backlog prioritization, and feature scoping.

· Influence roadmap and GTM strategy by providing a clear picture of what customers in the US need, use, and value.

Product Usage Insights

· Use tools such as Pendo (or equivalent) to analyze product engagement across the US customer base.

· Correlate usage data with customer sentiment to identify opportunities, friction points, and unmet needs.

Cross-Functional Collaboration

· Drive tight alignment between regional insights and global product direction.

· Ensure the field and product teams are connected through ongoing information-sharing and feedback loops.

· Collaborate with Product Ops, Engineering, Marketing, and Product Management to bring the voice of the US market to life in our solutions.

Key Stakeholders & Partnerships

Your two core stakeholder groups are:
• US Regional GTM and Customer Success Teams - Collaborate to gather structured feedback across the full customer lifecycle - Build trusted relationships that ensure field perspectives flow directly into product thinking
• Global Product Leaders and Segment Product Managers - Act as the insight partner they rely on for answering market-facing questions and validating assumptions - Ensure the US market is consistently represented in strategic planning

Key Deliverables: First 12–18 Months

· Voice of Customer Framework Established – Launch and operationalize a formal VoC program in the US, including surveys, focus groups, and a regular cadence of structured feedback.

· Customer Advisory and Feedback Cadence in Place – Stand up US-based customer advisory boards or feedback groups aligned to key customer types and segments.

· Product Usage Analytics Active – Deploy and maintain usage tracking tools (e.g., Pendo) to generate insight dashboards and behavior-based feedback loops.

· US Market Insight Reporting Cadence Created – Establish a monthly or quarterly deliverable for US customer insight summaries to influence roadmap planning.

· Strong Interlocks with Regional and Global Teams – Build consistent, trusted working rhythms with the US GTM team and global product managers.

· Tangible Product Strategy Influence Demonstrated – Deliver at least 3 examples in the first year where US VoC input directly influenced product roadmap or feature decisions.

· VoC Impact Metrics Defined and Baseline Established – Define key success measures and begin tracking baseline performance to assess the impact of VoC programs.

· Market and Customer Intelligence Resources– Create insight repositories, reporting templates, interactive dashboards, communication toolkits, and training materials to enable product and commercial teams to consistently leverage market and customer intelligence.

What you’ll need to be successful:

5+ years of experience in product management, customer research, or customer success within a B2B SaaS or technology environment

· Demonstrated success operationalizing voice of customer programs and influencing product teams

· Experience using product analytics tools (e.g., Pendo, Mixpanel, Amplitude) to extract and communicate insights

· Strong communication, facilitation, and storytelling skills

· Proven ability to work cross-functionally across regional and global teams

· Deep understanding of the US compliance, risk, or B2B enterprise market is preferred

· A mindset grounded in curiosity, systems thinking, and continuous improvement

What you’ll get in return:

Veriforce has a hybrid workplace policy. We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work, and believe that if you look after your people, they look after everything else! 

Personal Health & Wellbeing 

>🧠 Integrated mental health & wellbeing support 

>🌴 Vacation – starting at 3 weeks 

>💟 Wellness Days & Annual Giving Day – an extra to give back to yourself or your community

>🩺 Comprehensive medical and dental coverage 

> 😴 End of the year, company-wide shut down for you to relax and recharge

 Future Planning
>🏫 LinkedIn Learning License for upskilling & development 

Interested but don’t feel you meet all the requirements? 

Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we consider applications that might not meet all the criteria, but have the aptitude and capability, nonetheless. Our priority is to ensure we set people up for success. We will make a final call based on our determining whether we can offer the necessary support to upskill or provide the developmental support needed for you to get the best out of this opportunity with us!

Bring Your Whole Self to Work.

Veriforce is proudly an equal-opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves. 

What you can expect if you apply:

• A response to your application within 15 working days
• An interview process consisting of:
• An initial discovery call with the recruiter
• A first stage interview via Microsoft Teams 
• Additional interview with the stakeholders you’ll be working with closely in the role

We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.