Voice of Customer Program Manager

About Abridge

Abridge was founded in 2018 with the mission of powering deeper understanding in healthcare. Our AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most—their patients.

Our enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we are the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems.

We are a growing team of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense. We have offices located in the Mission District in San Francisco, the SoHo neighborhood of New York, and East Liberty in Pittsburgh.

The Role

We are seeking a highly organized, methodical, and strategic Voice of Customer (VoC) Program Manager to oversee and continuously improve Abridge’s feedback ecosystem. Reporting to the Director of Commercial Insights, this role will ensure that user, customer, and market feedback is captured, synthesized, and activated across the organization. You will manage the end-to-end VoC operating model, partner closely with Builder & Commercial teams, and play a central role in shaping the product roadmap in alignment with GTM strategy. As Abridge expands into new clinical roles and products, you will also lead the development of VoC programs that scale with our growth.

What You’ll Do

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. Expand VoC to New Products: Build and launch VoC frameworks for new products, ensuring scalable mechanisms for intake, prioritization, and insight generation.

7. 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.

8. Connect Insights to Roadmap Decisions: Maintain visibility into how feedback influences product decisions and outcomes. Establish simple, repeatable reporting that demonstrates VoC impact.

9. 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.

What You'll Bring

• 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 m