Client Operations Program Manager

Job summary

The Client Operations Program Manager will administer and manage the feedback management system, including survey setup, distribution, and reporting. They will also partner with business teams to define CX measurement strategies and translate quantitative and qualitative feedback into actionable insights.

Job details

OPENTEXT - THE INFORMATION COMPANY OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation. AI-First. Future-Driven. Human-Centered. At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us. YOUR IMPACT OpenText is seeking a talented Client 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 Client 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 Client feedback into actionable insights that influence decision‑making, improve Client 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 Client 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 Client support. CXPA certified. Experience supporting CX programs in a B2B environment. Familiarity with journey mapping, text analytics, or driver analysis. ONE LAST THING OpenText is more than just a corporation—it’s a global community where trust is foundational, the bar is raised, and outcomes are owned. Join us in our mission to drive positive change through privacy, technology, and collaboration. At OpenText, we don’t just have a culture; we have character. Choose us because you want to be part of a company that embraces innovation and empowers its employees to make a difference. OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace. 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.

What you’ll do

The Client Operations Program Manager will administer and manage the feedback management system, including survey setup, distribution, and reporting. They will also partner with business teams to define CX measurement strategies and translate quantitative and qualitative feedback into actionable insights.

Requirements

Candidates must have a bachelor's degree in business, analytics, or a related field, along with administrative-level knowledge of enterprise feedback management systems like Forsta. Strong analytical skills, experience with CX/VoC best practices, and the ability to communicate complex findings effectively are required.

Benefits

• Health benefits • Vacation entitlement • Paid time off • Financial wellbeing support

Listed skills

• Reporting · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Feedback management
• CX best practices
• Data analytics
• Survey design
• Dashboard creation
• Reporting
• VoC methodologies
• KPI definition
• Data integrity
• Storytelling
• Stakeholder management
• Forsta
• Medallia
• Qualtrics
• NPS
• CSAT
• Influencing Skills
• Influencing Without Authority
• Time Off Management
• Digital Transformation
• Taxonomy
• Analytical Skills
• Artificial Intelligence
• Business To Business
• Business Analytics
• Dashboard
• Management
• Communication
• Continuous Improvement Process
• Creativity
• Data Integrity
• Data Quality
• Innovation
• Information Management
• Key Performance Indicators (KPIs)
• Market Research
• Operations
• Program Management
• Resume Screening
• Text Mining
• Verbal Communication Skills
• Scheduling
• Surveys
• Computer Security Awareness Training
• Detail Oriented
• OpenText
• Artificial Intelligence Infrastructure

Job areas

• Customer Service & Support
• Data & Analytics
• Management & Leadership
• Technology
• Administrative
• Program Operations Manager
• Operations Manager (General)
• Manufacturing Managers
• General and Operations Managers