- Program Manager to lead the end-to-end delivery of a global VoC Measurement Evolution program.
- This role will drive the design, coordination, and implementation of a standardized, enterprise-wide VoC framework that improves decision-making, strengthens linkage to business outcomes, and enables action at scale across Canada, US, and Asia.
- This role will report into Director, Customer Experience Transformation within the Global Customer Experience team.
- Lead execution across core workstreams, ensuring alignment, progress, and delivery against timelines. Drive development and rollout of a future-state VoC measurement framework (NPS, CSAT, journey-based measurement).
- Coordinate global deployment of rNPS and competitive benchmarking capabilities.
- Establish and operationalize enterprise VoC standards, governance, and intake processes (including B2B measurement).
- Oversee implementation of redesigned VoC ecosystem, including survey rationalization, trigger-based measurement, and dashboard rollout.
- Partner with data and technology teams to resolve data quality, integration,



and reporting challenges. Implement a closed-loop “listen–learn–act” model, including alerts, SLAs, and insight-to-action processes.
- Manage cross-functional stakeholders (CX, Product, Ops, Data, Marketing, regional teams) and external partners (e.g., Medallia, Ipsos).
- Drive program governance, executive reporting, and milestone tracking.
- Enterprise VoC measurement architecture and metric framework linked to business outcomes. Standardized rNPS model and executive reporting across markets.
- Documented VoC standards, governance model, and compliance framework.
- Streamlined survey ecosystem and trigger-based measurement implementation.
- Improved data quality, consistency, and reporting integration (VOICE and downstream systems).
- Fully operational closed-loop feedback and action framework.
- 5+ years in program management, CX transformation, or analytics-led change initiatives.
- Proven experience leading complex.

📌 Senior Program Manager (Toronto)
🏢 Zodiac Solutions
📍 Toronto