Position SummaryVirtuous serves thousands of nonprofits, and every day those teams tell us something true about our product. It comes through support tickets, CSM conversations, sales calls, and the market talking about us. Turning that into a system, so that the voice of the customer is a first class input to what we build is one of the highest leverage jobs we have.
This role owns that loop for a product area. Signal comes in, and it leaves as clear, prioritized work that engineering can act on. You find the patterns, you make sure the customer hears back when we ship, and you build the AI workflows that do the first pass so your time goes to judgment instead of manual sorting. The job is scoped to an area, but it works horizontally: you sit between Product, Engineering, CX, and G2M, and you are the reason those four groups are looking at the same reality.
Responsibilities- Signal to well defined input. You take confirmed defects and escalations and turn them into prioritized, reproducible work with real customer and business context attached. Engineers should open their queue and find clarity, not archaeology.
- Intake that meets people where they already work. You run the pipeline that captures signal from support, CX, CSMs, sales, and customers into one structured place. Sharing feedback should be easier than not sharing it. The rails are shared across areas so we speak one taxonomy. You operate them, you hold the line on them, and you push on what should be better.
- The AI layer. You build and tune the AI powered pipelines that enrich, tag, cluster, and summarize unstructured feedback into trackable work. You partner with engineering on tooling and evals so synthesis quality measurably improves instead of quietly stagnating.
- Patterns. You see what nobody working a single ticket can see: which issues are actually the same issue, which recurring fix needs a permanent solution, which whole cluster disappears if we solve the thing underneath it. You surface those patterns and they become roadmap.
- Prioritization partnership. You and the PM rank customer facing work together by customer, business, and revenue impact. You bring the evidence and the ranking, and you are expected to have a view.
- Closing the loop with customers. You make sure the work lands where it started. You help support close out escalated customers and grouped tickets with real answers. You own the weekly round up of improvements and fixes that feeds the changelog on the product hub, so what we shipped is visible.
- Release comms, connected. PMs write the changelog posts and PMM approves them. You are the person who knows what is actually moving in your area week to week, so you make sure those connections happen and nothing ships silently. You work with PM and PMM to keep CX, Revenue, and enablement current on what changed and what it means for their roles and our customers.
- Visibility. You build the layer that gives CX and G2M a clear line of sight from customer input to shipped outcome, so they can close the loop with customers confidently and in real time. As product telemetry comes online, you make sure the signal from your area gets reported up and out.
- Voice of the customer programs. You partner with CX and Revenue to run structured programs that generate high signal feedback by design: customer and partner advisory cohorts, early access, user groups. You define what high signal means for your area, tied to specific use cases, severity, revenue context, and segment, so product teams can make confident tradeoffs.
- Metrics. You own the numbers that prove the loop works: time from signal to well defined input, signal quality, patterns converted into permanent fixes, customer satisfaction, and automation.
How you work- AI forward operator. You have built prompt and agent workflows yourself. You have opinions about what agents should own and what humans should own, because you have shipped things that way.
- Technically credible. You can sit in a reproduction conversation and hold your own, read a log, and write the automation instead of just configuring a tool.
- Horizontal by instinct. You are scoped to a product area but the job only works if you are trusted by CX, G2M, and Engineering. You build that trust by being useful and connected.
- Treat the loop as a product. It has users, it has metrics, and it gets better every cycle.
- Influence over authority. You drive adoption by making it obviously useful.
- Service oriented. You are obsessed with making it easy for other people to do great work.
- Ownership over territory. You see what needs to happen and you drive it.
You Must Have- You have built AI enabled workflows yourself. You have written the prompts, tested them against reality, and shipped something people actually use.
- 5+ years working at the intersection of customers, product, and technology. Tier two, CX, solutions consulting, product ops, or product.
- You are energized rather than annoyed by messy input. A frustrated CSM note and a vague ticket are raw material to you, not noise.
- You have real customer empathy and you are willing to get in the weeds. You fight for the customer and deeply understand their pain and jobs to be done.
- You create structure where none exists and can ship a v1 in weeks, not quarters.
- You write well. You can turn a messy customer story into something an engineer can act on without losing what mattered about it.
- You are comfortable with ambiguity and you have a bias toward starting.
Nice to have: fundraising technology, nonprofit CRM, or the nonprofit sector. Experience with feedback tooling, familiarity with Linear. Program management / systems + operational instincts
What success looks like- Engineers open their queue to prioritized, well defined, context rich work
- Patterns are surfacing into the roadmap, and we are fixing things once instead of repeatedly
- Customers hear back when we ship the thing they reported, consistently
- The changelog is current
- CX and G2M can see what changed and speak to it without asking anyone
- A meaningful share of the first pass runs on workflows you built, and that share is growing
- PMs are spending their time on discovery and shipping instead of firefighting
What We Offer- Market competitive pay leveraging Carta data
- Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)
- 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days
- We value our employee's work-life balance and encourage taking advantage of Unlimited PTO
- Supportive time off including paid volunteer days and company holidays
- Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
- 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)
- We pride ourselves on Community and host exciting company outings and events.
