Director, Voice of the Customer

BILL  is seeking a visionary and strategic leader to serve as our Director, Voice of the Customer. In this role, you will own the end-to-end customer feedback journey, championing the voice of the customer (VoC) and transforming feedback into actionable insights that will contribute to enhancing our products, services, and customer experiences.

As a key cross-functional leader, you will drive initiatives that ensure our customers are at the center of everything we do, leveraging data, collaboration, and innovation to deliver meaningful outcomes.

Key Responsibilities

• Voice of the Customer (VoC): Build and lead a robust VoC program to capture customer feedback across all touchpoints, including surveys, escalations, support interactions, and/or other relevant sources.
• Insights to Action: Synthesize customer feedback into actionable insights and partner with Product, Engineering, Customer Success, and Marketing to drive enhancements that improve customer satisfaction and loyalty.
• Strategic Leadership: Define and execute a comprehensive customer strategy that aligns with business objectives and promotes a customer-centric culture.
• Team Leadership: Build, manage, and mentor a high-performing team to execute VoC initiatives, manage escalations, and drive customer-centric improvements.
• Stakeholder Collaboration: Act as the customer’s advocate in cross-functional meetings, ensuring their needs and feedback are represented in decision-making processes.
• Data-Driven Analysis: Leverage customer support data, Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction (CSAT) and other key metrics to identify trends, predict challenges, and prioritize solutions.
• Escalation Management: Oversee escalations with a focus on root cause analysis, resolution, and long-term preventative measures.
• Process Optimization: Lead efforts to streamline workflows, implement new technologies, and drive efficiency in capturing and acting on customer feedback.

We’d love to chat if you have:

• 8+ years of experience in customer experience or Voice of the Customer (VoC) program leadership with demonstrated success influencing product roadmaps and driving cross-functional change
• 4+ years of people and team management experience in customer experience or related areas
• Proven ability to turn customer insights into impactful business decisions.
• Experience scaling teams and processes in high-growth, customer-centric organizations.
• Strong understanding of customer support and experience metrics, including NPS, CSAT, and CES.
• Expertise in operational planning, including resource allocation, workflow design, and cross-functional coordination.
• Proficient in CRM/CSM platforms and data visualization tools (e.g., Tableau, Looker).
• Bachelor’s degree required

Preferred qualifications:

• Excellent strategic, analytical, and communication skills with the ability to influence senior leadership.
• Advanced degree.
• Experience in a SaaS environment

Visa Sponsorship: This position is not eligible for visa sponsorship. Candidates must be U.S. work authorized with no current or future sponsorship needs.

This role is hybrid preferred, with in-office work expected Monday, Tuesday, and Thursday at either our Draper, UT or San Jose, CA locations. We strongly prefer candidates who live within 45 miles of either office or are willing to relocate by the start date. However, we are open to fully remote work for exceptional candidates based in the following states: Arizona, Arkansas, California, Colorado, Florida, Georgia, Hawaii, Idaho, Illinois, Maryland, Massachusetts, Michigan, Minnesota, Nebraska, Nevada, New Jersey, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Washington.

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