Voice of Customer Program Lead

Who We Are At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people. We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you. We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team. Our Values If this sounds like you, you’ll fit right in. Who You Are At Justworks, we believe that listening to our customers is one of our greatest strategic advantages. The Voice of Customer (VoC) Program Lead will bring that belief to life by turning feedback into insight, and insight into action. As the founding leader of our VoC program, you’ll architect the systems, standards, and partnerships needed to scale how we listen to customers across their journey. This role lives within the Research & Insights team and collaborates deeply with CSO, Product, Design, Engineering, Revenue, Support and Marketing to ensure that feedback is coordinated, activated, and accountable across the business. We’re looking for a systems thinker with a strong bias for collaboration — someone who can rally cross-functional teams around shared goals, clarify complex problems, and lead without formal authority. You’ll need the storytelling skill to make insights resonate and the operational chops to make them matter. Your Success Profile What You’ll Work On Orchestration & Infrastructure Design and implement a centralized approach for collecting, connecting and managing customer feedback data at scale Streamline and standardize listening posts, surveys, and tools across the customer lifecycle Own the full feedback loop — from collection to insight to follow-up, operationalizing how we close the loop with customers when feedback leads to change Build and maintain a centralized dashboard and insights portal, ICP server, and other “ways in” to increase accessibility and usage of VoC insights across the enterprise Ensure VoC outreach to customers is coordinated and respectful, increases customer obsession, and focuses on collecting data that will be used to inform decisions Partner cross-functionally (including with Revenue, Data & Analytics, and others) to build scalable infrastructure Cross-Functional Collaboration & Influence Build a deep understanding of existing approaches to incorporating customer feedback into functional ways of working, then design an approach to transform those approaches into a cross-functional governance model, testing and learning to bring it to life Partner with product managers, CSO leaders, marketers, and other stakeholders to embed VoC insights in roadmaps and ops, and advocate for VoC inputs in planning and prioritization forums Establish governance to ensure consistent, cross-org feedback accountability Evangelize customer-centricity across the org, contributing to a culture that values insight-driven work Storytelling & Insight Synthesis Aggregate and analyze feedback from diverse sources (surveys, interviews, support tickets, sales calls, etc.) Apply structured taxonomy and tagging to surface trends and root causes Craft compelling insight narratives for cross-functional and executive audiences Translate feedback into prioritized opportunities that shape product, policy, and service design and Measuring Success & Continually Improving Define, socialize, and program an approach to measuring the impact and effectiveness of the Justworks VoC program Track and report on the business impact of VoC-driven changes Build a program to regularly reflect…