Director, Voice of the Customer

continuous growth. We're committed to building a diverse and inclusive workplace that values each person's unique skills and experiences. Even if you don't meet every requirement, we'd love to hear from you-you might be just what we're looking for, whether in this role or another.

✨ Let's give businesses more time for what matters.

BILL is seeking a visionary and strategic leader to serve as our Director, Voice of the Customer. In this role, you will own the end-to-end customer feedback journey, championing the voice of the customer (VoC) and transforming feedback into actionable insights that will contribute to enhancing our products, services, and customer experiences.

As a key cross-functional leader, you will drive initiatives that ensure our customers are at the center of everything we do, leveraging data, collaboration, and innovation to deliver meaningful outcomes.

Key Responsibilities

• Voice of the Customer (VoC): Build and lead a robust VoC program to capture customer feedback across all touchpoints, including surveys, escalations, support interactions, and/or other relevant sources.
• Insights to Action: Synthesize customer feedback into actionable insights and partner with Product, Engineering, Customer Success, and Marketing to drive enhancements that improve customer satisfaction and loyalty.
• Strategic Leadership: Define and execute a comprehensive customer strategy that aligns with business objectives and promotes a customer-centric culture.
• Team Leadership: Build, manage, and mentor a high-performing team to execute VoC initiatives, manage escalations, and drive customer-centric improvements.
• Stakeholder Collaboration: Act as the customer's advocate in cross-functional meetings, ensuring their needs and feedback are represented in decision-making processes.
• Data-Driven Analysis: Leverage customer support data, Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction (CSAT) and other key metrics to identify trends, predict challenges, and prioritize solutions.
• Escalation Management: Oversee escalations with a focus on root cause analysis, resolution, and long-term preventative measures.
• Process Optimization: Lead efforts to streamline workflows, implement new technologies, and drive efficiency in capturing and acting on customer feedback.

We'd love to chat if you have:

• 8+ years of customer service or customer experience (CX) with a strong focus on VoC initiatives.
• 4+ years of people and team management experience in customer experience or related areas
• Proven ability to turn customer insights into impactful business decisions.
• Experience scaling teams and processes in high-growth, customer-centric organizations.
• Strong understanding of customer support and experience metrics, including NPS, CSAT, and CES.
• Expertise in operational planning, including resource allocation, workflow design, and cross-functional coordination.
• Proficient in CRM/CSM platforms and data visualization tools (e.g., Tableau, Looker).
• Bachelor's degree required

Preferred qualifications:

• Excellent strategic, analytical, and communication skills with the ability to influence senior leadership.
• Advanced degree.
• Experience in a SaaS environment

Visa Sponsorship: This position is not eligible for visa sponsorship. Candidates must be U.S. work authorized with no current or future sponsorship needs.

This role is hybrid preferred, with in-office work expected Monday, Tuesday, and Thursday at either our Draper, UT or San Jose, CA locations. We strongly prefer candidates who live within 45 miles of either office or are willing to relocate by the start date. However, we are open to fully remote work for exceptional candidates based in the following states: Arizona, Arkansas, California, Colorado, Florida, Georgia, Hawaii, Idaho, Illinois, Maryland, Massachusetts, Michigan, Minnesota, Nebraska, Nevada, New Jersey, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Washington.

#LI #evergreen

Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed below. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits. The estimated salary ranges noted below roles in the specific geographic zones

Zone 1- San Francisco Bay Area CA (includes HQ), Boston, New York City, Seattle, Los Angeles city

$172,600-$216,300 USD

Zone 2- CA (Non San Francisco Bay Area and Los Angeles City), Austin TX, Massachusetts (Non Boston)

$155,400-$194,700 USD

Zone 3 -Utah (includes Utah office), Houston TX, Florida, North Carolina

$146,700-$183,900 USD

What's in it for you?

Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the magic isn't only experienced by our customers, but by our employees as well.

Here is a preview of some of the amazing benefits here at BILL:

• 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
• HSA & FSA accounts
• Life Insurance, Long & Short-term disability coverage
• Employee Assistance Program (EAP)
• 11+ Observed holidays and wellness days and flexible time off
• Employee Stock Purchase Program with employee discounts
• Wellness & Fitness initiatives
• Employee recognition and referral programs
• And much more

Don't believe us? Check out our culture, benefits, and teams on our career site, LinkedIn Life, or YouTube pages.

BILL is an Equal Opportunity Employer that values diversity and inclusion. We believe our best ideas come from the unique stories, perspectives, and experiences of our team members. We welcome people of all backgrounds, abilities, and identities to bring their authentic selves and contribute to our culture.

We are committed to a transparent, inclusive hiring process that reflects our values. If you need accommodations at any stage, please contact [email protected].

Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants.