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

Robust 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

Strong program governance, planning, and delivery expertise

Excellent communication, coordination, and problem-solving skills

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