Client Operations Program Manager

OpenText; Southwestern Ontario; On-site; CAD 100,000 - 150,000; Full time

Benefits offered by this job

Competitive compensation

Vacation entitlement

Paid time off

Job summary

OpenText seeks a Client Operations Program Manager to join the GTS Operations team. You will manage feedback systems, design CX dashboards, and translate insights into actions that improve client journeys and outcomes.

You will partner with cross-functional teams to define CX metrics, analyze feedback, and deliver executive-ready insights, while ensuring data integrity and continuous CX program improvements.

Qualifications

• Experience with enterprise feedback management platforms (Forsta, Medallia, Qualtrics).
• Strong CX/VoC knowledge (NPS/CSAT/CES, survey design).
• Ability to create dashboards and executive-ready insights.

Responsibilities

• Administer and manage the feedback management system.
• Design CX dashboards, reports, and scorecards for stakeholders.
• Partner with business teams to define CX measurement strategies and KPIs.
• Analyze quantitative and qualitative feedback to identify trends and drivers.
• Translate data into clear narratives and recommendations for audiences.
• Support ongoing CX program improvements; optimize surveys and taxonomy.
• Ensure data integrity and compliance across CX reporting systems.

Skills

Feedback management

CX dashboards

Stakeholder collaboration

Data analysis

Narrative storytelling

Continuous improvement

Data integrity

Education

Bachelor’s degree or equivalent

Tools

Forsta

Medallia

Qualtrics

Job description

Opentext - The Information Company

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.

YOUR IMPACT

OpenText is seeking a talented Client Operations Program Manager to join the GTS Operations team. In this role, you will be joining a vibrant team at OpenText HQ who are passionate about the experiences of our clients and partners.

In this role, you will support and evolve our Client feedback and experience measurement programs. This role is ideal for someone who combines hands‑on administrative expertise in a feedback management platform (such as Forsta or similar) with a strong understanding of CX best practices, analytics, and storytelling.

You will play a critical role in translating Client feedback into actionable insights that influence decision‑making, improve Client journeys, and drive measurable business outcomes.

YOU ARE GREAT AT

• Administer and manage the feedback management system, including survey setup, distribution, reporting, user access, and data quality.
• Design and maintain CX dashboards, reports, and scorecards that provide clear, actionable insights for stakeholders.
• Partner with business teams to define CX measurement strategies, KPIs, and VoC methodologies aligned to industry best practices.
• Analyze quantitative and qualitative Client feedback to identify trends, drivers, and opportunities for improvement.
• Translate complex data into clear narratives and recommendations tailored to different audiences.
• Support continuous improvement of CX programs, including survey optimization, taxonomy design, and closed‑loop feedback processes.
• Ensure data integrity, compliance, and consistency across CX reporting and systems.

What You Need To Succeed

• Bachelor’s degree in business, analytics, market research, or a related field, or equivalent practical experience.
• Administrative‑level knowledge of the Forsta platform or similar enterprise feedback management systems (e.g., Medallia, Qualtrics, etc.).
• Strong understanding of CX and VoC best practices, including survey design, sampling, NPS/CSAT/CES, and closed‑loop feedback.
• Solid analytical skills with the ability to interpret data, connect insights, and identify root causes.
• Experience creating dashboards, reports, and executive‑ready insights.
• Strong written and verbal communication skills, with the ability to simplify complex findings.
• High attention to detail, organization, and data accuracy.
• Experience collaborating with stakeholders across operations, product, or Client support.

Nice to Have

• CXPA certified.
• Experience supporting CX programs in a B2B environment.
• Familiarity with journey mapping, text analytics, or driver analysis.

ONE LAST THING

OpenText is more than just a corporation—it’s a global community where trust is foundational, the bar is raised, and outcomes are owned. Join us in our mission to drive positive change through privacy, technology, and collaboration. At OpenText, we don’t just have a culture; we have character. Choose us because you want to be part of a company that embraces innovation and empowers its employees to make a difference.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation:

At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range:

$72,200- $108,240; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

AI Usage Disclosure:

As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.