Director, Voice of Customer

Director, Voice of Customer Location: Tempe, AZ Compensation: $120,000+ Bonus ($150,000 all in) Overview We’re seeking a strategic, customer-focused leader to take ownership of a growing Voice of Customer (VoC) program and elevate continuous improvement efforts across the organization. This role will transform customer insights into actionable strategies that enhance the client experience, improve operational performance, and drive measurable business impact. This individual will play a critical role in standing up a new VoC platform and building the processes, reporting structures, and feedback loops from the ground up. The ideal candidate can distinguish actionable insights from noise, identify true root causes, and drive cross-functional accountability for resolution and follow-through. Work Environment & Compensation Hybrid Schedule: In-office Monday–Thursday, remote Fridays Locations: Tempe, AZ or Austin, TX Base Salary: ~$120,000 Bonus: 20% target Total Compensation Cap: ~$150,000 all-in Leadership Responsibilities Manage and develop 2 direct reports Mentor and support junior team members while establishing scalable operational processes Foster a culture of accountability, continuous improvement, and customer-centric thinking Key Responsibilities Voice of Customer Leadership Design, implement, and manage Voice of Customer programs including: Surveys Feedback channels Sentiment analysis Customer listening strategies Build and operationalize a new customer feedback platform and supporting processes from the ground up Partner cross-functionally to embed customer insights into organizational decision-making Develop executive-level reporting highlighting: Trends Risks Opportunities Operational gaps Continuous Improvement & Root Cause Analysis Lead process improvement initiatives using Lean, Six Sigma, or similar methodologies Distinguish between: Usable/actionable data vs noise Symptoms vs root causes Urgent operational issues vs lower-priority recurring issues ("ankle biters") Identify patterns and recurring themes within customer feedback data Create and manage closed-loop feedback processes: Gather customer feedback Share findings with stakeholders Drive corrective actions Measure follow-up success and outcomes Reporting & Operational Analytics Build reporting frameworks, dashboards, and tracking methodologies Analyze customer data to identify operational inefficiencies and service opportunities Support quality and NIGO (Not In Good Order) program management initiatives Stakeholder Engagement & Process Management Collaborate with cross-functional leaders to align initiatives with business goals Facilitate workshops, training sessions, and change management activities Manage SOP lifecycle initiatives and process documentation improvements Qualifications Bachelor’s degree in Business, Operations, or related field 7+ years of experience in: Customer Experience Voice of Customer Process Improvement Operational Leadership Proven success managing VoC programs and continuous improvement initiatives Strong analytical and reporting capabilities with data visualization experience Lean, Six Sigma, or similar certification preferred Excellent communication, facilitation, and stakeholder management skills Core Competencies Strategic Thinking & Planning Leadership & Team Development Cross-Functional Collaboration Analytical & Problem-Solving Ability Adaptability & Innovation Continuous Improvement Methodologies Customer Experience Strategy Root Cause Analysis Benefits Competitive compensation and comprehensive benefits package 401(k) and health insurance Tuition reimbursement Collaborative, growth-oriented environment Opportunities for professional development and long-term career growth MOHR Talent is an equal-opportunity employer and complies with all applicable federal, state, and local nondiscrimination laws. We provide equal employment opportunities regardless of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, genetic information, military/veteran status, or any other protected status. If you believe you have been discriminated against or have concerns about our compliance, please contact our Human Resources department at View email address on click.appcast.io #J-18808-Ljbffr MOHR Talent