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 - Solid program governance, planning, and delivery expertise - Excellent communication, coordination, and problem-solving skills

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