CX Program Manager

Description

Role Overview:
This role sits within eBay's Global Consumer Insights (GCI) organization and partners closely with cross‑functional teams to translate customer feedback into actionable business insight. As a CX Program Manager, you will strengthen the company's customer listening infrastructure and advance insights capabilities. The role has two core focus areas:

• Qualtrics Implementation & Platform Ownership – Own and optimize the Qualtrics platform, including XM Discover, to ensure scalable, compliant, and high‑quality listening programs.
• Customer Insights & Reporting – Translate customer feedback into clear, actionable insights through structured analysis, Tableau dashboards, and executive‑ready PowerPoint presentations.

This role enables teams across the organization to use customer insight to drive measurable experience improvements and business impact.

Part I:
Qualtrics Implementation & Experience Management

• XM Program Delivery
  • Support delivery of CX programs aligned to the company listening strategy.
  • Design, implement, and enhance surveys and listening posts.
  • Promote best practices in survey design and experience management.
  • Advocate for the voice of the customer across key initiatives.
• Platform Ownership & Optimization
  • Manage and maintain the Qualtrics platform, including user access, configurations, and integrations.
  • Leverage XM Discover to analyze unstructured feedback and identify themes, risks, and opportunities.
  • Integrate survey data with text analytics to create a comprehensive view of the customer.
  • Implement platform enhancements and continuously improve workflows and automation.
• Governance & Compliance
  • Define and enforce governance standards for surveys and data handling.
  • Ensure compliance with global privacy regulations, including GDPR and other applicable standards.
  • Conduct audits to maintain data integrity and minimize risk.
• Issue Resolution & Enablement
  • Act as the primary liaison with Qualtrics Support to resolve technical issues.
  • Document and track issues to drive timely resolution and preventive improvements.
  • Train and guide users to maximize value from Qualtrics and XM Discover.

Part II:
Customer Insights & Analytics

• Insight Generation
  • Analyze customer feedback to identify trends, root causes, and improvement opportunities.
  • Combine survey results and XM Discover outputs to deliver holistic insights.
  • Connect customer metrics to operational and business outcomes.
• Reporting & Visualization
  • Build and maintain Tableau dashboards to support accurate, actionable reporting.
  • Standardize reporting frameworks across listening programs.
  • Monitor key experience metrics and proactively flag performance shifts.
• Executive Communication & Action
  • Develop high‑quality PowerPoint presentations outlining insights and recommended actions.
  • Translate complex data into concise, decision‑ready narratives.
  • Partner with business leaders to prioritize actions and track impact.
  • Champion a data‑driven, customer‑centric culture across the organization.

• Strong analytical and structured problem‑solving capabilities.
• Ability to influence cross‑functional stakeholders and senior leadership.
• Experience supporting large‑scale, global programs.
• Experience managing user access, configurations, and platform integrations.
• Experience improving workflows and implementing automation within CX platforms.
• Strong root cause analysis and structured problem‑solving skills.
• Ability to translate data into actionable business insights.
• Experience building executive‑ready PowerPoint presentations.
• Experience standardizing reporting frameworks and KPI tracking.
• Strong stakeholder management and cross‑functional collaboration skills.

Intermediate Level

Contract position based out of Toronto, ON.

The pay range for this position is $60.00 – $70.00/hr.

Hybrid position in Toronto, ON.

The company is an equal‑opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.