Listening Solutions PM, VoC Listening and Research Operations

Job description

Listening Solutions PM, VoC Listening and Research Operations

Our customers deserve to be championed. After all, everything Dell Technologies does is designed to drive their progress. Customer Advocacy is all about giving the customer a voice – and shaping what the company does in response. We engage with everyone at Dell Technologies who has an impact on customers. Working closely with product and functional departments, we make sure the needs and interests of customers and partners are heard and understood, challenging and changing our processes where necessary. As advocates for the customer experience, we design and deliver customer engagement programs, along with a variety of support tools and channels. Quite simply, we put the customer at the heart of Dell Technologies.

Join us to do the best work of your career and make a profound impact as a Listening Solutions Program Manager on our Voice of Customer Listening and Research Operations team in Draper, Utah

What You'll Achieve

As a Listening Solutions Program Manager, you will own the end-to-end design, planning, and execution of customer listening and research programs that generate meaningful insights and actionable recommendations for the business. You will serve as a strategic partner to business teams and VoC advocates, translating their intelligence needs into structured programs that drive customer experience improvements across Dell Technologies. Your work will directly shape how the business understands and responds to the voice of its customers.

You Will:

• Partner with business stakeholders and VoC advocates to understand their insight needs and translate those needs into well-defined listening or research programs

• Own the full program lifecycle — from requirements gathering and program design through planning, management, and execution — ensuring programs are delivered on time and to a high standard

• Partner with VoC teams on the development of dashboards and reporting tools that enable business teams to easily consume, interpret, and act on listening and research outputs

• Continuously assess and improve program methodologies, processes, and tools to increase the quality and impact of customer listening efforts

• Act as a trusted partner to VoC advocates and business teams, helping them connect listening insights to strategic and tactical action plans

Take the First Step Towards Your Dream Career

Every Dell Technologies team member brings something unique to the table. Here's what we are looking for with this role:

Essential Requirements

• Demonstrated experience leading customer listening or research programs from end to end, including requirements gathering, program design, and execution with the ability to think both strategically and tactically about how listening programs connect to business outcomes

• Proven project and program management skills, with the ability to manage multiple programs simultaneously in a fast-paced environment

• Ability to translate complex processes, data, or ideas into clear, accessible outputs for a range of audiences

• 8 years of relevant experience with a bachelor's degree or equivalent combination of education and work experience

Desired Requirements

• Familiarity with qualitative and quantitative research methodologies and customer experience research best practices

• Experience working within a Customer Advocacy, CX, or VoC function in a large, matrixed organization

Compensation

Dell is committed to fair and equitable compensation practices.  The salary range for this position is $137,000 – 178,200.00

Benefits and Perks of working at Dell Technologies

Your life. Your health. Supported by your benefits. You can explore the overall benefits experience that awaits you as a Dell Technologies team member — right now at MyWellatDell.com

Who we are

We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.

Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.

Dell Technologies is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. Read the full Equal Employment Opportunity Policy here.