Abridge · 1 day ago
Voice of Customer Program Manager
United States
Full-time
Remote
Senior Level
$150K/yr - $177K/yr
7+ years expAbridge is a company focused on enhancing healthcare through AI-powered solutions. They are looking for a Voice of Customer Program Manager to oversee the feedback ecosystem, ensuring effective and scalable processes for capturing and utilizing customer insights to inform product development and strategy.
Artificial Intelligence (AI)Health CareIntelligent SystemsMachine LearningMedical
Responsibilities
Run and Evolve the VoC Program: Oversee daily operations of Abridge’s feedback ecosystem, ensuring it remains effective, scalable, and aligned with evolving organizational needs. Identify friction points and partner with cross-functional teams to refine program workflows
Manage Feedback Intake & Routing: Own the processes for capturing, categorizing, and routing feedback from clinicians, partners, and internal teams, ensuring clarity, consistency, and high signal quality
Surface Cross‑Channel Insights: Partner with the Sr. Commercial Insights Analyst to identify themes and trends across feedback sources. Translate these insights into clear opportunities and risks that inform roadmap and GTM priorities
Support Commercial Prioritization: Working closely with the Market Insights & Intelligence Manager, provide synthesized feedback insights that shape roadmap recommendations and help determine high‑impact product priorities tied to revenue, adoption, and customer experience
Align Cross‑Functional Stakeholders: Facilitate recurring feedback reviews with Product, Clinical Success, and other teams to ensure shared understanding of user needs and known issues
Expand VoC to New Products: Build and launch VoC frameworks for new products, ensuring scalable mechanisms for intake, prioritization, and insight generation
Integrate New Feedback Sources: Identify gaps in our feedback ecosystem and recommend new inputs to address them. Evaluate and integrate additional sources that strengthen visibility into user needs
Connect Insights to Roadmap Decisions: Maintain visibility into how feedback influences product decisions and outcomes. Establish simple, repeatable reporting that demonstrates VoC impact
Champion the Customer Voice: Ensure that the needs of our partners and users are easily accessible, actionable, and consistently embedded in decision‑making across Abridge
Qualification
Required
7+ years of experience within B2B Healthcare SaaS, in program management, customer insights, product operations, customer experience, or other related field
Demonstrated ability to design, operate, and continuously improve cross-functional programs or operational frameworks
Strong analytical and synthesis skills, with experience interpreting qualitative and quantitative feedback at scale
Track record of partnering with Product and Commercial teams to influence roadmaps or strategic decisions
Excellent communication, storytelling, and facilitation skills—especially in cross-functional environments
Familiarity with feedback management tools, survey platforms, CRM systems, and/or analytics tools
Exceptional organizational rigor, with the ability to manage multiple workstreams in a fast-moving environment
A passion for elevating the customer voice and driving meaningful product and experience outcomes
Benefits
Generous Time Off: 14 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees
Comprehensive Health Plans: Medical, Dental, and Vision coverage for all full-time employees and their families.
Generous HSA Contribution: If you choose a High Deductible Health Plan, Abridge makes monthly contributions to your HSA.
Paid Parental Leave: Generous paid parental leave for all full-time employees.
Family Forming Benefits: Resources and financial support to help you build your family.
401(k) Matching: Contribution matching to help invest in your future.
Personal Device Allowance: Tax free funds for personal device usage.
Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.
Lifestyle Wallet: Monthly contributions for fitness, professional development, coworking, and more.
Mental Health Support: Dedicated access to therapy and coaching to help you reach your goals.
Sabbatical Leave: Paid Sabbatical Leave after 5 years of employment.
Compensation and Equity: Competitive compensation and equity grants for full time employees.
Company
Abridge
Abridge is an AI-driven platform that transforms patient-clinician conversations into structured clinical notes for healthcare industries.
201-500 employees
H1B Sponsorship
Abridge has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9)
2024 (1)
2022 (1)
Funding
Current Stage
Late StageTotal Funding
$757.5MKey Investors
Spark CapitalIKS HealthWittington Ventures
2025-06-24Series E· $300M
2025-02-17Series D· $250M
2024-02-23Series C· $150M
Leadership Team
Jonathan Lydon
VP People
Recent News
2026-01-16
2026-01-16
Company data provided by crunchbase