Job DescriptionPosition SummaryThe Senior Manager, Voice of Customer (VOC) Product is a high-performing individual contributor who owns the long-term product vision, strategy, and technical enablement of customer feedback and insights capabilities across the enterprise. This role requires a working knowledge of research disciplines-such as survey design, qualitative methods, and customer analytics-to credibly partner with research and data science teams, but the primary focus is not leading primary research studies. Instead, this leader defines the technology, platforms, and integrations that transform customer signals into operational action.
This is a product-oriented role at its core. The Senior Manager partners deeply with Engineering, Data Science, and Platform teams to build scalable VOC infrastructure, embed AI-enabled insights into business workflows, and drive adoption across a complex retail operating environment. Success requires fluency in retail operations, an ability to connect customer feedback to frontline and back-office change management, and a track record of influencing cross-functional teams without direct authority.
Main responsibilities:VOC Product Vision & Technical Enablement- Own the end-to-end product vision, roadmap, and prioritization for Voice of Customer and customer insights platforms, ensuring alignment with enterprise customer experience, loyalty, and operations strategies.
- Translate business and operational needs into technical requirements for engineering and data teams, including data pipelines, platform integrations, API development, and AI/ML feature deployment.
- Manage VOC and insights products through their full lifecycle: from discovery and requirements definition through launch, adoption, iteration, and long-term platform evolution.
- Leverage a working knowledge of research disciplines-including survey methodology, sampling, qualitative research, and customer analytics-to inform product requirements and ensure technical solutions meet rigorous customer understanding standards.
AI, Data & Platform Partnership- Partner directly with Engineering, Data Science, and Analytics teams on the development, tuning, and deployment of AI-enabled insights capabilities, including Large Language Model (LLM) applications.
- Define requirements for data engineering, new data source integrations, and data pipeline architecture needed to support scalable VOC analytics, personalization, and operational reporting.
- Evaluate technical feasibility of new capabilities, including system integrations, cloud-based platforms, and real-time feedback infrastructure.
- Apply first-hand experience with AI outputs-particularly LLMs-to design practical, high-impact applications that make customer feedback actionable at scale.
Retail Operations & Change Management- Demonstrate a strong understanding of retail operations and use that knowledge to connect customer feedback to tangible operational improvements across stores, supply chain, digital, pharmacy, and customer service.
- Lead operations change management efforts to ensure new VOC tools, workflows, and insights are adopted and embedded into frontline and back-office operations.
- Define, track, and own KPIs and success metrics for product adoption, customer engagement, operational efficiency, and insights utilization across business units.
- Translate complex customer and technical concepts into clear, actionable narratives for operational leaders, store teams, and executive stakeholders.
Customer Experience Tools & 1:1 Communication- Must have hands-on experience leading customer-service tools and capabilities, including platform evaluation, implementation, optimization, and vendor management.
- Must have experience with 1:1 communication tools and platforms (e.g., personalized messaging, CRM-enabled engagement, conversational interfaces) and their integration into the broader customer experience ecosystem.
- Ensure customer feedback and behavioral data convert into personalized experiences, strategic actions, and measurable operational improvements.
Cross-Functional Alignment, Training & Travel- Drive stakeholder alignment across technical and business teams-including Engineering, Data Science, IT, Marketing, Loyalty, Pharmacy, Own Brands, and Store Operations-without relying on positional authority.
- Influence roadmap and resource decisions in a highly matrixed environment by building trusted partnerships and communicating clear business value.
- Travel as required to support change management, adoption efforts, and cross-functional team trainings across locations and business units.
- Champion the customer voice internally, ensuring feedback loops inform prioritization, investment, and operational action across the enterprise.
Required Qualifications & Skills:- Bachelor's degree in Business, Engineering, Data Science, Computer Science, Information Systems, or a related field; advanced degree preferred.
- Proven experience as a high-performing individual contributor or senior manager in product management, technical program management, customer experience technology, or insights platform roles.
- Working knowledge of research disciplines-including survey design, qualitative methods, customer analytics, and voice of customer program architecture-sufficient to partner credibly with research and data science teams.
- Strong technical fluency, including working knowledge of data engineering concepts, data pipelines, APIs, system integrations, and cloud-based platforms.
- First-hand experience leveraging AI capabilities, including Large Language Model outputs, in applied business or product contexts.
- Understanding of the implications and requirements for data engineering and new data source integrations to support scalable analytics and AI products.
- Must have experience leading customer-service tools and capabilities, including platform selection, rollout, and optimization.
- Must have experience with 1:1 communication tools and capabilities and their role in personalized customer engagement.
- Demonstrated understanding of retail operations and a track record of connecting customer feedback to operational workflows, process changes, and frontline execution.
- Demonstrated experience in operations change management, including training, adoption programs, and workflow redesign.
- Track record of defining and owning KPIs, success metrics, and performance dashboards for product and operational outcomes.
- Exceptional stakeholder alignment skills across technical and non-technical teams in a matrixed organization.
- Ability to connect capability development directly to personalized customer experiences and measurable business outcomes.
- Strong product management skills: roadmap development, requirements documentation, prioritization frameworks, and agile execution.
- Excellent communication, storytelling, and executive presentation skills.
Preferred Qualifications- Experience in retail, grocery, consumer goods, or other high-volume, customer-centric industries.
- Familiarity with SQL, Python, or business intelligence tools for data exploration and validation.
- Background in customer data platforms (CDPs), CRM systems, or customer engagement platforms.
- Experience with experimentation, A/B testing, personalization engines, or customer journey orchestration.
- Knowledge of ML/AI governance, prompt engineering, or model evaluation methodologies.
Work Environment & Schedule- In-office presence required 4 days per week.
- Travel required to support change management, adoption initiatives, and cross-functional team trainings across locations and business units.
We also provide a variety of benefits including:- Competitive wages paid weekly
- Access to up to 50% of your earned wages before payday, via our partnership with Stream
- Associate discounts
- Health and financial well-being benefits for eligible associates (Medical, Dental, 401k and more!)
- Time off (vacation, holidays, sick pay). For eligibility requirements please visit myACI Benefits
- Leaders invested in your training, career growth and development
- An inclusive work environment with talented colleagues who reflect the communities we serve
A copy of the full job description can be made available to you.
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About the TeamPay Transparency:Starting rates will be no less than the local minimum wage and may vary based on criteria such as location, experience, and qualifications.
Candidates with unique qualifications may be considered for compensation above this range. Benefits may include medical, dental, vision, disability and life insurance, sick pay, PTO/Vacation Pay or Flexible Time Off, paid holidays, bereavement pay, and retirement benefits (pension and/or 401k eligibility). [If applicable:] Associates in this position may be eligible for a quarterly bonus.
