Role: Senior Program Manager
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 (Vo C) Measurement Evolution program across Canada, the US, and Asia. The ideal candidate will drive enterprise-wide Vo C transformation, governance, measurement frameworks, data integration, and closed-loop customer feedback initiatives
Key Responsibilities
Lead end-to-end delivery of the global Vo C Measurement Evolution program
Drive design and rollout of an enterprise-wide Vo C measurement framework
Lead NPS, CSAT, journey-based measurement, r NPS, and competitive benchmarking initiatives
Coordinate global deployment and ensure alignment across workstreams
Establish Vo C 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 Vo C 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
Solid 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 (Toronto)
🏢 Realign
📍 Toronto