About the role
Role - Senior Program Manager Location - Toronto, ON
Role Description 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. Expected Outcomes / Deliverables Enterprise VoC measurement architecture and metric framework linked to business outcomes. Standardized rNPS model and executive reporting across markets. Documented VoC standards, governance model, and compliance framework. Streamlined survey ecosystem with trigger-based measurement implementation. Improved data quality, consistency, and reporting integration (VOICE and downstream systems). Fully operational closed-loop feedback and action framework. Essential Skills 5+ years in program management, CX transformation, or analytics-led change initiatives. Proven experience leading complex, cross-market programs in financial services or similar regulated industries. Deep understanding of VoC, NPS, and CX measurement methodologies. Strong ability to translate data and insights into business outcomes. Experience working with VoC platforms (e.g., Medallia) and analytics teams. Exceptional stakeholder management and executive communication skills.
Not the right fit? Search for Program Manager jobs in Toronto, Ontario, Canada
About Apptoza Inc.
Apptoza is a boutique IT service provider, offering a comprehensive range of IT services and solutions. We take pride in delivering excellence in IT consulting to businesses of all sizes, from large enterprises to mid-sized and small businesses.
Founded by a team of seasoned IT professionals, Apptoza provides the expertise and leadership necessary to drive successful IT projects and help companies achieve their strategic goals. Whether you require full-scale IT project execution, application management services, or short-term consulting, our solutions are designed to enhance efficiency across systems, processes, and teams.
As a one-stop IT solutions provider, we offer end-to-end expertise in IT applications. Our consultants have an average of 10+ years of experience, delivering IT implementations across North America, Europe, and Asia. With deep industry knowledge, strong business acumen, and exceptional communication skills, we ensure tailored solutions that align with your unique business needs.
With a global team based in the USA, Canada, and India, we provide flexible, high-quality, and cost-effective IT project implementations. Our customized delivery models—blending on-site, near-site, and off-site services—ensure optimal outcomes for our clients.
At Apptoza, our success is built on a client-first philosophy. We believe that delivering outstanding service and long-term collaboration sets us apart from the competition. Our commitment to excellence and innovation fosters strong, lasting partnerships with our clients.
At Apptoza, your success is our priority.
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About the role
Role - Senior Program Manager Location - Toronto, ON
Role Description 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. Expected Outcomes / Deliverables Enterprise VoC measurement architecture and metric framework linked to business outcomes. Standardized rNPS model and executive reporting across markets. Documented VoC standards, governance model, and compliance framework. Streamlined survey ecosystem with trigger-based measurement implementation. Improved data quality, consistency, and reporting integration (VOICE and downstream systems). Fully operational closed-loop feedback and action framework. Essential Skills 5+ years in program management, CX transformation, or analytics-led change initiatives. Proven experience leading complex, cross-market programs in financial services or similar regulated industries. Deep understanding of VoC, NPS, and CX measurement methodologies. Strong ability to translate data and insights into business outcomes. Experience working with VoC platforms (e.g., Medallia) and analytics teams. Exceptional stakeholder management and executive communication skills.
Not the right fit? Search for Program Manager jobs in Toronto, Ontario, Canada
About Apptoza Inc.
Apptoza is a boutique IT service provider, offering a comprehensive range of IT services and solutions. We take pride in delivering excellence in IT consulting to businesses of all sizes, from large enterprises to mid-sized and small businesses.
Founded by a team of seasoned IT professionals, Apptoza provides the expertise and leadership necessary to drive successful IT projects and help companies achieve their strategic goals. Whether you require full-scale IT project execution, application management services, or short-term consulting, our solutions are designed to enhance efficiency across systems, processes, and teams.
As a one-stop IT solutions provider, we offer end-to-end expertise in IT applications. Our consultants have an average of 10+ years of experience, delivering IT implementations across North America, Europe, and Asia. With deep industry knowledge, strong business acumen, and exceptional communication skills, we ensure tailored solutions that align with your unique business needs.
With a global team based in the USA, Canada, and India, we provide flexible, high-quality, and cost-effective IT project implementations. Our customized delivery models—blending on-site, near-site, and off-site services—ensure optimal outcomes for our clients.
At Apptoza, our success is built on a client-first philosophy. We believe that delivering outstanding service and long-term collaboration sets us apart from the competition. Our commitment to excellence and innovation fosters strong, lasting partnerships with our clients.
At Apptoza, your success is our priority.