Toronto, Ontario M5V 3L9 Posted August 29th, 2026

Job Type: Full Time

Job Category: IT

Job Description

Role: Senior Program Manager
Employment: Full Time
Location: Toronto, ON
Work Arrangement: Hybrid

Job Description

We are seeking a Full Time Senior Program Manager to lead the end-to-end delivery of a global Voice of Customer (VoC) Measurement Evolution program across Canada, the US, and Asia. The ideal candidate will drive enterprise-wide VoC transformation, governance, measurement frameworks, data integration, and closed-loop customer feedback initiatives

Key Responsibilities

- Lead end-to-end delivery of the global VoC Measurement Evolution program
- Drive design and rollout of an enterprise-wide VoC measurement framework
- Lead NPS, CSAT, journey-based measurement, rNPS, and competitive benchmarking initiatives
- Coordinate global deployment and ensure alignment across workstreams
- Establish VoC standards, governance, intake processes, and compliance frameworks
- Oversee survey rationalization, trigger-based measurement, and dashboard implementation
- Partner with Data and Technology teams to resolve data quality, integration, and reporting issues
- Implement a closed-loop listen–learn–act model with alerts, SLAs, and insight-to-action processes
- Manage cross-functional stakeholders across CX, Product, Operations, Data, Marketing, and regional teams
- Manage external partners such as Medallia and Ipsos




- Drive program governance, executive reporting, milestone tracking, and risk management
- Ensure consistent VoC measurement and reporting across global markets

Key Deliverables

- Enterprise VoC measurement architecture and metric framework
- Standardized rNPS model and executive reporting
- VoC governance, standards, and compliance framework
- Streamlined survey ecosystem and trigger-based measurement
- Improved data quality and reporting integration
- Fully operational closed-loop customer feedback framework

Required Skills

- 5+ years of program management, CX transformation, or analytics-led change experience
- Proven experience leading complex global programs
- Strong customer experience and Voice of Customer knowledge
- Experience with NPS, CSAT, journey measurement, and customer feedback programs
- Robust stakeholder and executive management skills
- Experience with data quality, integration, dashboards, and reporting
- Strong program governance, planning, and delivery expertise
- Excellent communication, coordination, and problem-solving skills

Required Skills

AWS Application Engineer Cloud Developer DevOps Engineer DevOps Security Engineer Engineering Lab Technician GRC Analyst IT Project Manager Mobile Architect Python Developer Senior Network Engineer Technical Project Manager Technical support engineer

📌 Senior Program Manager (Canada)
🏢 Realign
📍 Canada