Senior Manager of Customer Support (Voice of the Customer)

Join Aurora, a company dedicated to building a safer and more efficient transportation ecosystem. As the Senior Manager of Customer Support, you will lead the Voice of the Customer program, turning customer insights into actionable signals for cross-functional teams. You will build and run the VoC program, serve as the connective tissue between support and other teams, and advocate for addressing customer pain points. This role requires a high proficiency in data analysis, excellent storytelling and communication skills, and experience in customer support or customer insights.

• Lead the Voice of the Customer (VoC) program, capturing, analyzing, and acting on customer feedback from support interactions.
• Serve as the connective tissue between Support, Product, Engineering, Safety, and other cross-functional teams, ensuring the customer's voice is translated into clear, compelling, prioritized insights.
• Drive cross-functional prioritization of customer-impacting fixes, establish shared OKRs, and track impact back to the customer.
• High proficiency with data analysis, verbatim and thematic analysis, taxonomy design, and experience with AI customer insights tools
• Excellent storytelling and executive communication; skilled at building alignment and influencing without authority across functions
• Experience building and leading a team, and standing up a program from scratch, in ambiguous, fast-paced environments
• 8+ years in customer support, CX, customer insights, or support analytics, including 4+ years owning a support-focused VoC or customer-feedback program end to end
• Demonstrated ability to turn qualitative and quantitative customer signals into prioritized, actionable insights that influenced product, engineering, or operational decisions, driving reduction in contact rate
• Background in a customer-facing function (Support or Customer Success) before moving into insights
• Familiarity with CRM tools (e.g., Salesforce), in particular their functionality and/or integrations with customer insights tools
• Experience with customer advocacy in highly technical and safety-critical environments