Senior Program Manager

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, stakeholder management, and program governance. Required Skills 5+ years of Program Management, CX Transformation, or Analytics-led delive...