Voice of Customer, Product Program Manager | Canada | Remote at Grafana Labs

, , Canada -

Full Time

Start Date

Immediate

Expiry Date

12 Mar, 26

Salary

155272.0

Posted On

12 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Product Management, Customer Insights, Cross-Functional Collaboration, Communication Skills, Problem Solving, AI Tools, Feedback Management, SaaS, Customer Support, Research Processes, Operational Workflows, Theme Identification, Data Analysis, Process Improvement, Remote Work, Team Collaboration

Industry

Software Development

Description

Grafana Labs is a remote-first, open-source powerhouse. There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise Stack, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo). We’re scaling fast and staying true to what makes us different: an open-source legacy, a global collaborative culture, and a passion for meaningful work. Our team thrives in an innovation-driven environment where transparency, autonomy, and trust fuel everything we do. You may not meet every requirement, and that’s okay. If this role excites you, we’d love you to raise your hand for what could be a truly career-defining opportunity. This is a fully remote position and we're considering candidates in the Americas Eastern Time zones. The opportunity As the Voice of Customer - Product Program Manager, you will play a central role in scaling and operationalizing the Voice of Customer (VoC) program, the connective layer between customer feedback and product decision-making. You will partner closely with Product Managers, Engineering Managers, and R&D leadership to ensure customer insights meaningfully influence strategy and execution. This role also provides strong exposure to how product decisions are made, making it an excellent opportunity for someone who aspires to progress their career into R&D or Product-focused roles over time. This role reports directly to the Director of Voice of Customer. Success in this position requires a high degree of agency, initiative, and proactive problem-solving. You should be someone who identifies opportunities to improve workflows, closes gaps before being asked, and confidently drives cross-functional alignment in a distributed remote environment. What You’ll Be Doing: Manage VoC program operations across all feedback channels (feedback portal, community, support, slack and many more) Evaluate, triage, and prioritise customer feedback; collaborating with PM’s when insights come in that you think could do with their immediate attention Translate raw feedback into insights identify themes, trends, and actionable opportunities for product teams Collaborate with Product Managers, Engineering Managers, and R&D leadership to ensure feedback meaningfully shapes planning and roadmaps Use AI and automation tools to streamline analysis, enrich insights, and simplify operational workflows Advocate for the customer voice in cross-functional meetings and product discussions Evolve VoC tooling, including the customer-facing portal and internal workflows, to drive efficiency and clarity Ensure transparency and closure: help customers understand where their feedback lands and how it is acted upon Continue to refine and track VoC metrics (e.g., feedback volume, themes, response times, implementation outcomes) and communicate impact across the organisation Proactively identify areas for program optimisation and introduce process improvements without waiting for direction. What makes you a great fit: Experience in product management, product operations, customer insights/research, customer support or customer success, ideally within a SaaS or developer-focused environment Strong ability to synthesize qualitative customer feedback into themes and actionable insights Excellent cross-functional collaboration skills with the ability to influence without authority across Product, Engineering, Product Design, Support, and all areas of GTM Exceptional written and verbal communication skills; able to craft clear, concise narratives from complex input High personal agency, ownership, and initiative, you proactively solve problems and optimise processes as they arise Comfort working in a remote, asynchronous, globally distributed environment A desire to grow into R&D or Product roles over time, supported by close collaboration with Product Managers, Engineering Managers, and R&D leadership Comfortable using AI for automation and analysis, including using AI tools to accelerate insight generation, summarise qualitative data, or optimise operational workflows Experience with feedback tooling, insight management systems, or user research processes (a plus). In Canada, the Base compensation range for this role is CAD$129,392 - CAD$155,272. Actual compensation may vary based on level, experience, and skillset as assessed throughout the interview process. All of our roles include Restricted Stock Units (RSUs), giving every team member ownership in Grafana Labs' success. We believe in shared outcomes—RSUs help us stay aligned and invested as we scale globally. *Compensation ranges are country specific. If you are applying for this role from a different location than listed above, your recruiter will discuss your specific market’s defined pay range & benefits at the beginning of the process. Why You’ll Thrive at Grafana Labs: 100% Remote, Global Culture - As a remote-only company, we bring together talent from around the world, united by a culture of collaboration and shared purpose. Scaling Organization – Tackle meaningful work in a high-growth, ever-evolving environment. Transparent Communication – Expect open decision-making and regular company-wide updates. Innovation-Driven – Autonomy and support to ship great work and try new things. Open Source Roots – Built on community-driven values that shape how we work. Empowered Teams – High trust, low ego culture that values outcomes over optics. Career Growth Pathways – Defined opportunities to grow and develop your career. Approachable Leadership – Transparent execs who are involved, visible, and human. Passionate People – Join a team of smart, supportive folks who care deeply about what they do. In-Person onboarding - We want you to thrive from day 1 with your fellow new ‘Grafanistas’ to learn all about what we do and how we do it. Balance is Key - We operate a global annual leave policy of 30 days per annum. 3 days of your annual leave entitlement are reserved for Grafana Shutdown Days to allow the team to really disconnect. *We will comply with local legislation where applicable. Equal Opportunity Employer: We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we’re working hard to make sure that’s the foundation of our organization as we grow. Grafana Labs may utilize AI tools in its recruitment process to assist in matching information provided in CVs to job postings. The recruitment team will continue to review inbound CVs manually to identify alignment with current openings. #LI-Remote For information about how your personal data is used once you’ve applied to a job, check out our privacy policy.

Responsibilities

Manage the Voice of Customer program operations and ensure customer feedback influences product decision-making. Collaborate with various teams to translate feedback into actionable insights and advocate for customer needs.