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Senior Program Manager, NPS
TELUS Digital. Own the NPS program end to end, including strategy, operating approach, and governance across CX, Trust & Safety, and AI accounts, from design and launch through recurring quarterly cycles.
About the role
Key responsibilities & impact- Own the NPS program end to end, including strategy, operating approach, and governance across CX, Trust & Safety, and AI accounts, from design and launch through recurring quarterly cycles.
- Define and continuously evolve the program's methodology, survey approach, and roadmap.
- Lead and influence operations, commercial, AI, data, and survey platform teams, driving alignment and decision-making across senior stakeholders.
- Own executive engagement and reporting, including launch-window updates and recurring performance reporting.
- Direct survey-results analysis, identify important themes, interpret trends, and translate insights into global action plans.
- Hold teams accountable for detractor response, response-rate performance, follow-through, measurable outcomes, and client escalation handling.
- Establish and govern the program's operating model, data integrity standards, and documentation.
- Champion automation and AI-enabled workflows to scale the program and accelerate insight generation.
- Anticipate risks, remove blockers proactively, and make independent decisions to keep the program on track.
Requirements
What you’ll need- 8+ years of experience in program or project management, with a track record of driving execution across complex, multi-team programs.
- English Level: B1 high or above
- Excellent verbal and written communication, including experience crafting and delivering executive-level narratives, updates, and presentations.
- Proven experience leading programs or large-scale projects end to end, ideally in customer experience, insights, operations, or a related field.
- Demonstrated experience leading and influencing cross-functional teams to drive alignment and decision-making in a complex, multi-stakeholder environment.
- Strong analytical judgment, with the ability to turn survey and feedback data into clear strategic insight and action.
- Track record of managing and earning the confidence of senior and executive stakeholders.
- Familiarity with survey and BI tooling and the broader feedback/CRM ecosystem (e.g., AskNicely, Looker, Salesforce, Google Workspace).
- Able to work core North American business hours.