Senior Program Manager
About the role
Pay Range: CAD 55-60/hr Lead the end-to-end delivery of a global VoC Measurement Evolution program. Drive the design, coordination, and implementation of a standardized, enterprise-wide VoC framework to improve decision-making and link business outcomes across Canada, US, and Asia. Report to the Director, Customer Experience Transformation within the Global Customer Experience team. Lead execution across core workstreams, ensuring alignment, progress, and on-time delivery. Develop and roll out a future-state VoC measurement framework including NPS, CSAT, and journey-based measurement. Coordinate global deployment of rNPS and competitive benchmarking capabilities. Establish and operationalize enterprise VoC standards, governance, and intake processes (including B2B measurement). Oversee implementation of a redesigned VoC ecosystem including survey rationalization, trigger-based measurement, and dashboard rollout. Partner with data and technology teams to resolve data quality, integration, and reporting challenges. Implement a closed-loop listen–learn–act model including alerts, SLAs, and insight-to-action processes. Manage cross-functional stakeholders (CX, Product, Ops, Data, Marketing, regional teams) and external partners (e.g., Medallia, Ipsos). Drive program governance, executive reporting, and milestone tracking.
Not the right fit? Search for Program Manager jobs in Toronto, Ontario, Canada
About LanceSoft, Inc.
Established in 2000, LanceSoft is a pioneer in delivering top-notch Global Workforce Solutions and IT Services to a diverse clientele. As a Certified MBE and Woman-Owned organization, we pride ourselves on fostering global cross-cultural connections that advance both the careers of our employees and the success of our clients' businesses.
At LanceSoft, our mission is clear: to leverage our global network to seamlessly connect businesses with the right talent and individuals with the right opportunities, all without bias. We believe in providing Global Workforce Solutions with a personalized, human touch.
Our comprehensive range of services spans various domains, encompassing temporary and permanent staffing, Statement of Work (SOW) arrangements, payrolling, Recruitment Process Outsourcing (RPO), application design and development, program/project management, and engineering solutions.
Currently, our team of over 5,000 professionals caters to 110+ enterprise clients worldwide, including Fortune companies. Our client base represents a diverse spectrum of industries, including Banking & Financial Services, Semiconductor/VLSI, Technology, Healthcare & Life Sciences, Government, Telecom & Media, Retail & Distribution, Oil & Gas, and Energy & Utilities.
Headquartered in Herndon, VA, LanceSoft operates 32+ regional offices across the North America, Europe, Asia, and Australia. We also have nine delivery centers strategically located in India in Bangalore, Indore, Noida, Baroda, Hyderabad, Bhubaneshwar, Dehradun, Goa, and Aligarh to further enhance our client service capabilities.
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Senior Program Manager
About the role
Pay Range: CAD 55-60/hr Lead the end-to-end delivery of a global VoC Measurement Evolution program. Drive the design, coordination, and implementation of a standardized, enterprise-wide VoC framework to improve decision-making and link business outcomes across Canada, US, and Asia. Report to the Director, Customer Experience Transformation within the Global Customer Experience team. Lead execution across core workstreams, ensuring alignment, progress, and on-time delivery. Develop and roll out a future-state VoC measurement framework including NPS, CSAT, and journey-based measurement. Coordinate global deployment of rNPS and competitive benchmarking capabilities. Establish and operationalize enterprise VoC standards, governance, and intake processes (including B2B measurement). Oversee implementation of a redesigned VoC ecosystem including survey rationalization, trigger-based measurement, and dashboard rollout. Partner with data and technology teams to resolve data quality, integration, and reporting challenges. Implement a closed-loop listen–learn–act model including alerts, SLAs, and insight-to-action processes. Manage cross-functional stakeholders (CX, Product, Ops, Data, Marketing, regional teams) and external partners (e.g., Medallia, Ipsos). Drive program governance, executive reporting, and milestone tracking.
Not the right fit? Search for Program Manager jobs in Toronto, Ontario, Canada
About LanceSoft, Inc.
Established in 2000, LanceSoft is a pioneer in delivering top-notch Global Workforce Solutions and IT Services to a diverse clientele. As a Certified MBE and Woman-Owned organization, we pride ourselves on fostering global cross-cultural connections that advance both the careers of our employees and the success of our clients' businesses.
At LanceSoft, our mission is clear: to leverage our global network to seamlessly connect businesses with the right talent and individuals with the right opportunities, all without bias. We believe in providing Global Workforce Solutions with a personalized, human touch.
Our comprehensive range of services spans various domains, encompassing temporary and permanent staffing, Statement of Work (SOW) arrangements, payrolling, Recruitment Process Outsourcing (RPO), application design and development, program/project management, and engineering solutions.
Currently, our team of over 5,000 professionals caters to 110+ enterprise clients worldwide, including Fortune companies. Our client base represents a diverse spectrum of industries, including Banking & Financial Services, Semiconductor/VLSI, Technology, Healthcare & Life Sciences, Government, Telecom & Media, Retail & Distribution, Oil & Gas, and Energy & Utilities.
Headquartered in Herndon, VA, LanceSoft operates 32+ regional offices across the North America, Europe, Asia, and Australia. We also have nine delivery centers strategically located in India in Bangalore, Indore, Noida, Baroda, Hyderabad, Bhubaneshwar, Dehradun, Goa, and Aligarh to further enhance our client service capabilities.