Customer Survey Program Manager
- 153 Townsend St, San Francisco, CA 94107, USA
At Ancestry, we are continuously innovating new features and functionality and improving our customers’ experience and engagement with our products. We are seeking an experienced Customer Survey Program Manager with a passion for customer, analytics and product management to join our growing Product Analytics team. Working with Product Managers across all of Ancestry’s product areas, you will design and conduct customer surveys to gauge how satisfied our customers with our products and identify improvement opportunity. Partnering with Analysts and combining quantitative user behavior and qualitative survey data, you will enable us to leap from data to actionable insights with force and focus.
We are a small and agile team, and we look to you to bring project management expertise and structure yet retain the ability to remain flexible and pivot quickly. You will use your strong leadership and communication skills and ability to build consensus across multiple stakeholders to create a collaborative, innovative, and high-performing customer survey function. Results-oriented with a focus on delivering value, you thrive in an entrepreneurial and flexible environment, and are looking to help shape the future of product at Ancestry.
This position reports to our Senior Director, Customer/Product Analytics and is located in our San Francisco office.
What you will do:
Establish a survey program, which places customer surveys through customer life cycle strategically, to measure customer satisfaction, gathering intelligence and identify improvement and new product opportunities.
Integrate survey function smoothly with Product development cycle and prioritization process for both A/B experimentation and after product launch
Work with product managers to design survey questions that will drive actionable insights.
Make survey design decision (including target group, sample size, triggers, frequency, etc.) and use tool to create/launch surveys
Create automatic survey reporting and provide instant feedback loop
Partner with Analysts and UX researchers to understand user product engagement (what and why by) leveraging both quantitative and qualitative data
Persuade cross functional teams to take action on insights through effective communication and collaboration.
Create and maintain communication dashboard of ongoing survey programs
Who you are:
Minimum of 5 years of experience in progressively responsible, relevant Program Management role in a consumer focused, web based/internet service or eCommerce company, managing multiple project streams of various complexity
Demonstrated understanding of the strengths and shortcomings of survey and other research methods, including when and how to apply them during the product development process.
Expert at questionnaire design, survey programming and data analysis, particularly translating complex business questions into efficient and focused inquiries.
Experience in survey design (ie: Qualtrics), as well as working with statistics and experimental design.
Experience with designing, conducting, and delivering internet based, consumer focused customer experience surveys across multiple devices
Exceptional interpersonal, presentation and collaboration skills.
Strong technical and analytical skill set
BA/BS degree in Business, Psychology, Social science, HCI/Computer Science, or other related fields or equivalent practical experience.
Helping people discover their story is at the heart of ours. Ancestry is the largest provider of family history and personal DNA testing, harnessing a powerful combination of information, science and technology to help people discover their family history and stories that were never possible before. Ancestry’s suite of products includes: AncestryDNA, AncestryProGenealogists, Fold3, Newspapers.com, Find a Grave, Archives.com, and Rootsweb.
We offer excellent benefits and a competitive compensation package. For additional information, regarding our benefits and career information, please visit our website at http://ancestry.com/careers.
Ancestry is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Ancestry via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Ancestry. No fee will be paid in the event the candidate is hired by Ancestry.com as a result of the referral or through other means.
Ancestry is an Equal Opportunity Employer that makes employment decisions without regard to race, color, religious creed (including religious dress and grooming practices), national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, and medical conditions related thereto), sexual orientation, gender, gender identity and expression, age (40 and older), mental or physical disability (including HIV and AIDS), medical condition (cancer and genetic characteristics), veteran status, citizenship, marital status, genetic information, or any other basis that is prohibited by applicable law. The Company also makes reasonable accommodations to applicants or employees with qualifying disabilities who request them and who otherwise meet the requirements of applicable law. If you would like to request an accommodation during the application process, please contact our Director of Recruiting.
All job offers are contingent on a background check screen that complies with applicable law. For San Francisco office candidates, Ancestry will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of San Francisco's Fair Chance Ordinance.