Role: Senior Program Manager

Employment: Full Time

Location: Toronto, ON

Work Arrangement: Hybrid

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

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
- Strong stakeholder and executive management skills
- Experience with data quality, integration, dashboards, and reporting
- Robust program governance, planning, and delivery expertise
- Excellent communication, coordination, and problem-solving skills

📌 Senior Program Manager-6 (Toronto)
🏢 Realign
📍 Toronto