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Associate Manager, XM Listening
Associate Manager, XM ListeningYum Brands • Plano, TX, US
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Associate Manager, XM Listening

Associate Manager, XM Listening

Yum Brands • Plano, TX, US
23 days ago
Job type
  • Full-time
Job description

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
  • 5 7 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 Medallia.
  • Proven ability to lead cross-functional 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)

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