Director of Voice of Customer (VoC) Programs – Strategic Customer Insight Leadership & Experience Innovation at Skillvoraq

About Jobnity – Transforming an Industry Through Technology Remotara is a fast‑growing SaaS company that is redefining how restaurants manage their back‑office operations. Our cloud‑based platform unifies accounting, inventory, scheduling, and analytics into a single, intuitive solution that empowers restaurateurs to make data‑driven decisions. At Skillora, we thrive on a culture of curiosity, relentless improvement, and a shared commitment to being “Best in Class.” We believe that the most powerful catalyst for innovation is the voice of our customers, and we are looking for a visionary leader who can turn that voice into strategic advantage. Why This Role Matters The Director of Voice of Customer (VoC) Programs will be the champion of the customer perspective across the entire organization. By designing, implementing, and scaling a comprehensive VoC framework, you will ensure that every product decision, service enhancement, and go‑to‑market strategy is rooted in real‑world insight. This role sits at the intersection of analytics, strategy, and people leadership, providing you with a unique platform to shape Nexspire’s future growth and market leadership. Key Responsibilities Strategic Leadership & Vision Define a multi‑year VoC roadmap that aligns with Worklio’s corporate objectives and drives measurable improvements in customer satisfaction, retention, and lifetime value. Act as the executive sponsor for the customer, influencing senior leadership and board members with data‑backed recommendations. Partner with the CEO, CMO, CRO, and other C‑suite leaders to embed customer insights into the core DNA of Hirefluxa’s product and service strategies. Program Development & Execution Design and launch a scalable, end‑to‑end feedback system that captures voice across surveys, interviews, social listening, support tickets, and in‑app prompts. Establish a rigorous set of Key Performance Indicators (KPIs) such as Net Promoter Score (NPS), Customer Effort Score (CES), and churn reduction metrics to evaluate program effectiveness. Translate raw data into actionable insights, delivering concise reports, dashboards, and storytelling presentations that influence product roadmaps, marketing campaigns, and service enhancements. Cross‑Functional Collaboration Facilitate regular insight‑sharing workshops with Product Management, Engineering, Sales, Marketing, and G&A teams to prioritize customer‑driven initiatives. Own the governance process that reviews, scores, and routes insights to the appropriate execution owners. Champion best‑in‑class customer engagement practices, ensuring every department speaks the same customer‑centric language. Team Leadership & Development Recruit, mentor, and grow a high‑performing VoC team composed of analysts, program managers, and research specialists. Implement a continuous learning curriculum that equips the team with advanced analytics, research methodologies, and storytelling techniques. Manage the VoC budget, resource allocation, and technology stack, optimizing for efficiency and impact. Market & Industry Insight Integration Stay ahead of industry trends, emerging CX technologies, and competitive movements within the restaurant and broader SaaS landscapes. Benchmark Taskora’s VoC maturity against industry standards such as Gartner and Forrester models, driving relentless improvement. Publish thought‑leadership pieces, whitepapers, or internal briefs that showcase the strategic value of a customer‑first approach. Essential Qualifications Bachelor’s degree in Business, Marketing, Communications, or a related discipline; Master’s degree preferred. 10+ years of professional experience in customer insights, VoC, market research, or related fields, with at least 5 years in a senior leadership role. Demonstrated success building and scaling VoC programs within SaaS, technology, or high‑growth environments. Strong technical fluency – ability to translate nuanced customer requirements into clear, actionable specifications for product and engineering teams. Data‑driven mindset with expertise in analytical tools such as Tableau, Power BI, Domo, SQL, and statistical software. Hands‑on experience with customer feedback platforms like Qualtrics, Medallia, or similar systems. Exceptional communication and presentation skills, capable of influencing stakeholders from front‑line managers to C‑suite executives. Proven ability to lead cross‑functional initiatives, manage competing priorities, and deliver results on tight timelines. Preferred Qualifications & Nice‑to‑Have Experience Background in the restaurant, hospitality, or SMB sectors, providing an intuitive understanding of the challenges faced by Gigentra’s core customers. Experience with agile product development processes and familiarity with tools such as JIRA or Azure DevOps. Certification in CX, such as CXPA or similar professional credential. Core Skills & Competencies Strategic Vision: Ability to see the big picture while meticulously plan