Voice of Customer Program Manager at Abridge

ABOUT ABRIDGE Abridge was founded in 2018 with the mission of powering deeper understanding in healthcare. Our AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most—their patients. Our enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we are the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems. We are a growing team of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense. We have offices located in the Mission District in San Francisco, the SoHo neighborhood of New York, and East Liberty in Pittsburgh. THE ROLE We are seeking a highly organized, methodical, and strategic Voice of Customer (VoC) Program Manager to oversee and continuously improve Abridge’s feedback ecosystem. Reporting to the Director of Commercial Insights, this role will ensure that user, customer, and market feedback is captured, synthesized, and activated across the organization. You will manage the end-to-end VoC operating model, partner closely with Builder & Commercial teams, and play a central role in shaping the product roadmap in alignment with GTM strategy. As Abridge expands into new clinical roles and products, you will also lead the development of VoC programs that scale with our growth. WHAT YOU’LL DO 1. Run and Evolve the VoC Program: Oversee daily operations of Abridge’s feedback ecosystem, ensuring it remains effective, scalable, and aligned with evolving organizational needs. Identify friction points and partner with cross-functional teams to refine program workflows. 2. Manage Feedback Intake & Routing: Own the processes for capturing, categorizing, and routing feedback from clinicians, partners, and internal teams, ensuring clarity, consistency, and high signal quality. 3. Surface Cross‑Channel Insights: Partner with the Sr. Commercial Insights Analyst to identify themes and trends across feedback sources. Translate these insights into clear opportunities and risks that inform roadmap and GTM priorities. 4. Support Commercial Prioritization: Working closely with the Market Insights & Intelligence Manager, provide synthesized feedback insights that shape roadmap recommendations and help determine high‑impact product priorities tied to revenue, adoption, and customer experience. 5. Align Cross‑Functional Stakeholders: Facilitate recurring feedback reviews with Product, Clinical Success, and other teams to ensure shared understanding of user needs and known issues. 6. Expand VoC to New Products: Build and launch VoC frameworks for new products, ensuring scalable mechanisms for intake, prioritization, and insight generation. 7. Integrate New Feedback Sources: Identify gaps in our feedback ecosystem and recommend new inputs to address them. Evaluate and integrate additional sources that strengthen visibility into user needs. 8. Connect Insights to Roadmap Decisions: Maintain visibility into how feedback influences product decisions and outcomes. Establish simple, repeatable reporting that demonstrates VoC impact. 9. Champion the Customer Voice: Ensure that the needs of our partners and users are easily accessible, actionable, and consistently embedded in decision‑making across Abridge. WHAT YOU'LL BRING - 7+ years of experience within B2B Healthcare SaaS, in program management, customer insights, product operations, customer experience, or other related field. - Demonstrated ability to design, operate, and continuously improve cross-functional programs or operational frameworks - Strong analytical and synthesis skills, with experience interpreting qualitative and quantitative feedback at scale - Track record of partnering with Product and Commercial teams to influence roadmaps or strategic decisions - Excellent communication, storytelling, and facilitation skills—especially in cross-functional environments - Familiarity with feedback management tools, survey platforms, CRM systems, and/or analytics tools - Exceptional organizational rigor, with the ability to manage multiple workstreams in a fast-moving environment - A passion for elevating the customer voice and driving meaningful product and experience outcomes WHY WORK AT ABRIDGE? At Abridge, we’re transforming healthcare delivery experiences with generative AI, enabling clinicians and patients to connect in deeper, more meaningful ways. Our mission is clear: to power deeper understanding in healthcare. We’re driving real, lasting change, with millions of medical conversations processed each month. Joining Abridge means stepping into a fast-paced, high-growth startup where your contributions truly make a difference. Our culture requires extreme ownership—every employee has the ability to (and is expected to) make an impact on our customers and our business. Beyond individual impact, you will have the opportunity to work alongside a team of curious, high-achieving people in a supportive environment where success is shared, growth is constant, and feedback fuels progress. At Abridge, it’s not just what we do—it’s how we do it. Every decision is rooted in empathy, always prioritizing the needs of clinicians and patients. We’re committed to supporting your growth, both professionally and personally. Whether it's flexible work hours, an inclusive culture, or ongoing learning opportunities, we are here to help you thrive and do the best work of your life. If you are ready to make a meaningful impact alongside passionate people who care deeply about what they do, Abridge is the place for you. HOW WE TAKE CARE OF ABRIDGERS: - Generous Time Off: 14 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees - Comprehensive Health Plans: Medical, Dental, and Vision coverage for all full-time employees and their families. - Generous HSA Contribution: If you choose a High Deductible Health Plan, Abridge makes monthly contributions to your HSA. - Paid Parental Leave: Generous paid parental leave for all full-time employees. - Family Forming Benefits: Resources and financial support to help you build your family. - 401(k) Matching: Contribution matching to help invest in your future. - Personal Device Allowance: Tax free funds for personal device usage. - Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits. - Lifestyle Wallet: Monthly contributions for fitness, professional development, coworking, and more. - Mental Health Support: Dedicated access to therapy and coaching to help you reach your goals. - Sabbatical Leave: Paid Sabbatical Leave after 5 years of employment. - Compensation and Equity: Competitive compensation and equity grants for full time employees. - ... and much more! EQUAL OPPORTUNITY EMPLOYER Abridge is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. STAYING SAFE - PROTECT YOURSELF FROM RECRUITMENT FRAUD We are aware of individuals and entities fraudulently representing themselves as Abridge recruiters and/or hiring managers. Abridge will never ask for financial information or payment, or for personal information such as bank account number or social security number during the job application or interview process. Any emails from the Abridge recruiting team will come from an @abridge.com [Upgrade to PRO to see link] email address. You can learn more about how to protect yourself from these types of fraud by referring to this article [Upgrade to PRO to see link] Please exercise caution and cease communications if something feels suspicious about your interactions.