Associate Manager, XM Listening

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    "ExternalDescriptionStr": "<p><strong><u>What You’ll Be Serving Up</u>:</strong></p><p>The Associate Manager, XM Listening role will play a critical role in transforming the KFC Customer and Employee Experience (CX, EX) through the design, implementation, and optimization of best-in-class Experience Management (XM) programs on a global scale. This position partners closely with cross-functional and business unit teams to bring to life the “KFC Listens” platform and strengthen the foundation for XM excellence.</p><p><strong><u>Here’s How You’ll Spice Things Up</u>:</strong></p><p><strong>Global Experience Management (XM) Program</strong></p><ul style=\"list-style-type:disc;\"><li style=\"tab-stops:list .5in;\">Lead the process to audit existing XM program footprint with input from broader XM Team.</li><li style=\"tab-stops:list .5in;\">Manage communication and engagement with market stakeholders throughout design and rollout of new XM technology.</li><li style=\"tab-stops:list .5in;\">Build technical expertise in the KFC Listens infrastructure; support all program stakeholders to operate within defined processes and identify opportunities for efficiency.</li><li style=\"tab-stops:list .5in;\">Partner with vendors to create Statements of Work (SOWs) for incremental work beyond BAU operations.</li><li style=\"tab-stops:list .5in;\">Manage minor contract changes in partnership with Legal and internal stakeholders.</li><li style=\"tab-stops:list .5in;\">Oversee and support ongoing EX implementation requirements.</li><li style=\"tab-stops:list .5in;\">Manage BAU (business-as-usual) needs for both CX and EX program requirements (e.g. managing KFC Listens inbox).</li></ul><p><strong>Product &amp; Data Management</strong></p><ul style=\"list-style-type:disc;\"><li style=\"tab-stops:list .5in;\">Maintain a prioritized list of XM product features with external vendor to represent business needs and coordinate internal testing.</li><li style=\"tab-stops:list .5in;\">Design and project manage new program developments (e.g. dashboard enhancements) across the global footprint.</li></ul><p><strong>Operational Leadership</strong></p><ul style=\"list-style-type:disc;\"><li style=\"tab-stops:list .5in;\">Administer and lead the Global XM Council to foster collaboration between markets and enhance organizational CX/EX capabilities (including agenda preparation, leading discussions, managing follow-up items).</li><li style=\"tab-stops:list .5in;\">Manage Technical Program Specialist and support effective resource deployment across global XM initiatives.</li><li style=\"tab-stops:list .5in;\">Serve as the primary escalation point for technical or programmatic resolutions across the XM ecosystem.</li><li style=\"tab-stops:list .5in;\">Manage ongoing relationship with XM technology vendor, including day-to-day operations, technical issue resolution, and escalation management.</li><li style=\"tab-stops:list .5in;\">Oversee and manage XM Team billing, contract addendums, and financial routines as the primary contact with Global Finance and business units.</li></ul><p style=\"margin-bottom:0in;\">&nbsp;</p><p style=\"margin-bottom:0in;\"><strong><u>What You Bring to the Table:</u></strong></p><p style=\"margin-bottom:0in;\">&nbsp;</p><p style=\"margin-bottom:0in;\">Education:</p><ul style=\"list-style-type:disc;\"><li><p style=\"margin-bottom:0in;\">Bachelor’s degree in Business, Operations, Marketing, or related field.</p></li><li><p style=\"margin-bottom:0in;\">Preferred - MBA or other relevant master’s degree</p></li></ul><p style=\"margin-bottom:0in;\">&nbsp;</p><p style=\"margin-bottom:0in;\">Experience:</p><ul style=\"list-style-type:disc;\"><li><p style=\"margin-bottom:0in;\">5 – 7 years’ experience in Customer Experience (CX), Employee Experience (EX), or related strategic functions.</p></li><li><p style=\"margin-bottom:0in;\">Demonstrated success in implementing and managing large-scale CX/EX programs, preferably leveraging platforms such as Qualtrics, SMG, or Medallia.</p></li><li><p style=\"margin-bottom:0in;\">Proven ability to lead cross-functional projects from inception to launch, managing complex stakeholder networks across global markets.</p></li><li><p style=\"margin-bottom:0in;\">Strong program management and change leadership capabilities with the ability to operate effectively in a matrixed, global organization.</p></li><li><p style=\"margin-bottom:0in;\">Hands-on experience with vendor management, including day-to-day partnership, contract coordination, and performance oversight.</p></li><li><p style=\"margin-bottom:0in;\">Exceptional communication, presentation, and stakeholder influence skills.</p></li><li><p style=\"margin-bottom:0in;\">High proficiency in the Microsoft Office Suite (Word, Excel, PowerPoint) and comfort with digital collaboration tools.</p></li><li><p style=\"margin-bottom:0in;\">Demonstrates agility and adaptability, with the ability to quickly learn new systems, processes, and technologies in a fast-paced, global environment.</p></li></ul><p style=\"margin-bottom:0in;\">&nbsp;</p><p style=\"margin-bottom:0in;\">Preferred:</p><ul style=\"list-style-type:disc;\"><li><p style=\"margin-bottom:0in;\">Experience managing billing, invoicing, and cross-charge processes, ensuring accuracy, transparency, and strong alignment with Finance and market stakeholders.</p></li><li><p style=\"margin-bottom:0in;\">Experience in the Quick Service Restaurant (QSR) industry or other fast-paced, customer-driven environments.</p></li><li><p style=\"margin-bottom:0in;\">Hands-on experience working with Qualtrics or similar Experience Management platforms.</p></li><li><p style=\"margin-bottom:0in;\">Proven success in global program coordination or multi-market initiatives.</p></li><li><p style=\"margin-bottom:0in;\">Prior people management experience, with the ability to coach and develop team members.</p></li></ul><p style=\"margin-bottom:0in;\">&nbsp;</p><p style=\"margin-bottom:0in;\"><strong><u>What’s In It for You:</u></strong></p><p style=\"margin-bottom:0in;\"><span style=\"text-decoration:none;\"><strong><u>&nbsp;</u></strong></span></p><ul style=\"list-style-type:disc;\"><li><p style=\"margin-bottom:0in;\">Competitive salary and benefits package.</p></li><li><p style=\"margin-bottom:0in;\">Opportunity to innovate within a global brand and make a significant impact.</p></li><li><p style=\"margin-bottom:0in;\">Collaborative, fast-paced work environment with a focus on professional growth and development.</p></li></ul><p>&nbsp;</p><p style=\"text-align:center;\"><i><span data-teams=\"true\">Salary Range: $97,000 - 108,000 annually + bonus eligibility. This is the expected salary range for this position. Ultimately, in determining pay, we'll consider the successful candidate’s location, experience, and other job-related factors.</span></i></p>",
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