Senior Program Manager-6

REALIGN LLC; Toronto; Hybrid; CAD 110,000 - 150,000; Full time

Job summary

REALIGN LLC is seeking a Senior Program Manager to lead the end-to-end delivery of a global VoC Measurement Evolution program across Canada, the US, and Asia. The role focuses on governance, data integration, and closed-loop customer feedback initiatives.

The ideal candidate has strong CX expertise, experience managing complex global programs, and excellent communication across CX, Product, Operations, and Data teams. Hybrid work in Toronto.

Qualifications

• 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.

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 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.

Skills

Program management

CX transformation

Global deployment

NPS/CSAT

Stakeholder mgmt

Data & dashboards

Communication

Job description

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 (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

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