Sr. Program Manager, NPS
Core
Designing, launching, and governing a company-wide Net Promoter Score (NPS) program to capture client sentiment and drive strategic improvements across Customer Experience, Trust & Safety, and AI Data Solutions accounts.
Role type
Senior Program Manager (Strategy & Operations)
Builds
Enterprise-wide NPS program infrastructure, governance frameworks, and strategic action plans based on client feedback.
Domain
Customer Experience (CX) / Customer Success / Program Management
Deliverable
Dashboards & analysis
Required skills
Program management, cross-functional leadership, executive reporting, data analysis, strategic planning, stakeholder management, risk management, automation workflow design
Preferred skills
Experience in customer experience or insights, familiarity with survey and BI tooling, AI-enabled workflow knowledge
Technologies
AskNicely, Looker, Salesforce, Google Workspace
Responsibilities
Define and evolve NPS program methodology and roadmap; lead cross-functional alignment and decision-making; own executive engagement and performance reporting; analyze survey results to generate strategic insights and action plans; govern operating models and data integrity standards; champion automation and AI workflows; anticipate risks and remove blockers.
Seniority
Senior, hands-on IC
