Job Description

Job Description: Senior Program Manager

Duration: 12 Months (Possible Extension)

Work Model: Hybrid (3 days/week onsite – Tue to Thu)

Role Overview

Lead the end-to-end delivery of a global Voice of Customer (VoC) Measurement Evolution program. Drive the design and implementation of an enterprise-wide VoC framework across Canada, the US, and Asia, ensuring standardized measurement, governance, and business insights.

Key Responsibilities

  • Lead global VoC program delivery and cross-functional workstreams.
  • Develop and implement VoC frameworks (NPS, CSAT, rNPS, journey-based measurement).
  • Establish VoC standards, governance, and reporting processes.
  • Oversee survey optimization, dashboard rollout, and closed-loop feedback processes.
  • Partner with Data, Technology, Product, Operations, Marketing, and vendors (e.g., Medallia, Ipsos).
  • Drive executive reporting,...

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