Job Details

Associate Manager, Xm Listening

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.

Global Experience Management (XM) Program

• Lead the process to audit existing XM program footprint with input from broader XM Team.
• Manage communication and engagement with market stakeholders throughout design and rollout of new XM technology.
• Build technical expertise in the KFC Listens infrastructure; support all program stakeholders to operate within defined processes and identify opportunities for efficiency.
• Partner with vendors to create Statements of Work (SOWs) for incremental work beyond BAU operations.
• Manage minor contract changes in partnership with Legal and internal stakeholders.
• Oversee and support ongoing EX implementation requirements.
• Manage BAU (business?as?usual) needs for both CX and EX program requirements (e.g. managing KFC Listens inbox).

Product & Data Management

• Maintain a prioritized list of XM product features with external vendor to represent business needs and coordinate internal testing.
• Design and project manage new program developments (e.g. dashboard enhancements) across the global footprint.

Operational Leadership

• 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).
• Manage Technical Program Specialist and support effective resource deployment across global XM initiatives.
• Serve as the primary escalation point for technical or programmatic resolutions across the XM ecosystem.
• Manage ongoing relationship with XM technology vendor, including day?to?day operations, technical issue resolution, and escalation management.
• Oversee and manage XM Team billing, contract addendums, and financial routines as the primary contact with Global Finance and business units.

What You Bring to the Table

• Bachelor's degree in Business, Operations, Marketing, or related field.
• Preferred MBA or other relevant master's degree.
• 57 years' experience in Customer Experience (CX), Employee Experience (EX), or related strategic functions.
• Demonstrated success in implementing and managing large?scale CX / EX programs, preferably leveraging platforms such as Qualtrics, SMG, or Medalliali>
  
• Proven ability to lead cross? projects from inception to launch, managing complex stakeholder networks across global markets.
• Strong program management and change leadership capabilities with the ability to operate effectively in a matrixed, global organization.
• Hands?on experience with vendor management, including day?to?day partnership, contract coordination, and performance oversight.
• Exceptional communication, presentation, and stakeholder influence skills.
• High proficiency in the Microsoft Office Suite (Word, Excel, PowerPoint) and comfort with digital collaboration tools.
• Demonstrates agility and adaptability, with the ability to quickly learn new systems, processes, and technologies in a fast?paced, global environment.

Preferred

• Experience managing billing, invoicing, and cross?charge processes, ensuring accuracy, transparency, and strong alignment with Finance and market stakeholders.
• Experience in the Quick Service Restaurant (QSR) industry or other fast?paced, customer?driven environments.
• Hands?on experience working with Qualtrics or similar Experience Management platforms.
• Proven success in global program coordination or multi?market initiatives.
• Prior people management experience, with the ability to coach and develop team members.

What's In It for You

• Competitive salary and benefits package.
• Opportunity to innovate within a global brand and make a significant impact.
• Collaborative, fast?paced work environment with a focus on professional growth and development.

Job Identification: 4426

Posting Date: 11 / 05 / 2025, 05 : 18 PM

Degree Level: Bachelor's Degree

Job Schedule: Full time

Locations: Plano, TX, United States (Hybrid)