Role: Program Manager Customer Experience / Voice of Customer (VoC) Transformation 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

📌 Program Manager – Customer Experience / Voice of Customer (VoC) Transformation (Toronto)
🏢 AceStack
📍 Toronto