Hiring Manager: Sean Bowers
Talent Acquisition Advisor: Laura DeLuca
Job Code Level: TNP4
YOUR IMPACTOpenText is seeking a talented
Customer Operations Program Manager to join the GTS Operations team. In this role, you will be joining a vibrant team at OpenText HQ who are passionate about the experiences of our clients and partners.
In this role, you will support and evolve our customer feedback and experience measurement programs. This role is ideal for someone who combines hands-on administrative expertise in a feedback management platform (such as Forsta or similar) with a strong understanding of CX best practices, analytics, and storytelling.
You will play a critical role in translating customer feedback into actionable insights that influence decision-making, improve customer journeys, and drive measurable business outcomes.
YOU ARE GREAT AT- Administer and manage the feedback management system, including survey setup, distribution, reporting, user access, and data quality.
- Design and maintain CX dashboards, reports, and scorecards that provide clear, actionable insights for stakeholders.
- Partner with business teams to define CX measurement strategies, KPIs, and VoC methodologies aligned to industry best practices.
- Analyze quantitative and qualitative customer feedback to identify trends, drivers, and opportunities for improvement.
- Translate complex data into clear narratives and recommendations tailored to different audiences.
- Support continuous improvement of CX programs, including survey optimization, taxonomy design, and closed-loop feedback processes.
- Ensure data integrity, compliance, and consistency across CX reporting and systems.
WHAT YOU NEED TO SUCCEED- Bachelor's degree in business, analytics, market research, or a related field, or equivalent practical experience.
- Administrative-level knowledge of the Forsta platform or similar enterprise feedback management systems (e.g., Medallia, Qualtrics, etc.).
- Strong understanding of CX and VoC best practices, including survey design, sampling, NPS/CSAT/CES, and closed-loop feedback.
- Solid analytical skills with the ability to interpret data, connect insights, and identify root causes.
- Experience creating dashboards, reports, and executive-ready insights.
- Strong written and verbal communication skills, with the ability to simplify complex findings.
- High attention to detail, organization, and data accuracy.
- Experience collaborating with stakeholders across operations, product, or customer support.
Nice to Have- CXPA certified.
- Experience supporting CX programs in a B2B environment.
- Familiarity with journey mapping, text analytics, or driver analysis.
Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we're happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.
Salary Range: $72,200- $108,240; Depending on the candidate's education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.
AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.
