Program Manager - Customer Experience / Voice of Customer (VoC) Transformation

Role: Program Manager Customer Experience / Voice of Customer (VoC) Transformation
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 (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

Key Deliverables

• Enterprise VoC measurement architecture and metric framework
• Standardized rNPS model and executive reporting
• VoC governance, standards, and compliance framework
• Streamlined survey ecosystem and trigger-based measurement
• Improved data quality and reporting integration
• Fully operational closed-loop customer feedback framework

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