SUMMARY
The Project Manager, CX Programs is responsible for planning, delivering, and operating Customer Experience and Voice of the Customer programs in a managed services model using Qualtrics, Medallia, or other major VoC platforms.
This role requires the ability to translate business and research goals into platform and operational plans, coordinate cross functional teams, manage scope, schedule, and budget, and uphold data quality and governance through ongoing service delivery.
To be successful in this role, the Project Manager leads clients with confidence, brings structured project discipline, solves problems quickly, and demonstrates practical fluency with VoC platforms, survey research, and continuous improvement in a managed services context.
RESPONSIBILITIES
- Lead planning and delivery across discovery, build, launch, and ongoing operations for CX and VoC programs.
- Run client discovery and convert needs into clear requirements and platform specifications for Qualtrics, Medallia, or other major VoC platforms.
- Orchestrate cross functional teams to deliver surveys, sampling and distribution, data flows, dashboards, alerts, and text analytics with quality and consistency.
- Operate a managed services model: intake and triage requests, prioritize backlog, plan releases, track service levels, and communicate status and impacts.
- Oversee testing and quality assurance, including survey logic checks, data validation, dashboard accuracy, and user acceptance testing prior to launch.
- Manage scope, schedule, budget, risks, issues, and change control; escalate with options and recommendations to keep delivery on track.
- Drive adoption and continuous improvement through training, documentation, and structured post launch optimization.
QUALIFICATIONS
- University (bachelor’s or master’s degree) or equivalent experience.
- Minimum 5 years of experience in market research, CX, or SaaS managed services or consulting, including at least 2 years delivering VoC programs on Qualtrics, Medallia, or another major VoC platform.
- Minimum 2 years leading cross functional delivery team or managing a results driven team in a managed services environment, with accountability for scope, schedule, budget, quality, and SLAs.
- Minimum 2 years of hands-on experience with VoC platforms such as Qualtrics or Medallia across survey design, sampling, data validation, dashboards, and text analytics.
- Bilingual (English and French)*.
SKILLS
- Client management in a managed services model: builds and maintain long-term trusted relationships, translates needs into actionable plans, and delivers consistent value.
- Communication and presentation: conveys technical and research concepts clearly and persuasively to both business and technical audiences.
- Project delivery discipline: organizes work, sets priorities, manages dependencies, and drives accountability for quality and timelines.
- Technical fluency with VoC platforms: shapes configurations, integrations, and role based access in Qualtrics, Medallia, or similar platforms.
- Financial acumen: plans, allocates, and tracks budgets and forecasts with accuracy.
*Knowledge of English is required for this position, as the candidate will need to communicate regularly, both orally and in writing, with colleagues, partners, or suppliers located outside Quebec, draft bilingual internal documents, and participate in meetings held in English. The employer has assessed the possibility of redistributing tasks or using language support tools, but has concluded that proficiency in English is essential to carrying out these duties.
