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 – De