Senior Manager, Quality, Specialty

Responsibilities

• Own and execute the Specialty quality strategy across Safety, Premium Support, and CS Labs.
• Establish shared quality operating models, governance, calibration standards, and accountability frameworks across functions and global partner sites.
• Represent Specialty quality in business and executive reviews, surfacing emerging risks and providing proactive reporting.
• Oversee QA evaluation execution and lead root-cause analysis of systemic failures, translating findings into product, process, and policy recommendations.
• Formalize Audit the Auditor controls, including sample selection, alignment thresholds, root-cause reviews, and evaluator remediation.
• Ensure evaluations result in documented coaching actions and track whether coaching improves performance over time.
• Establish automated KPI reporting and implement NPS/predictive NPS detractor analysis.
• Build partner QA performance scorecards covering calibration accuracy, evaluation completeness, critical error detection, and coaching effectiveness.
• Drive AutoQA adoption and govern the Responsible AI quality framework, including classification and escalation of AI-model errors.
• Lead a globally distributed team of Partner Quality Leads and Quality Insights Analysts.
• Foster shared best practices, cross-regional learning, and consistent quality standards.
• Manage vendor partner governance, including calibration oversight, performance improvement plans, and escalation frameworks.

Requirements

• 12+ years of experience in Customer Support, Community Support, Quality, Operations, or Trust & Safety.
• Direct experience leading quality programs in sensitive, high-stakes, or regulated support environments.
• Bachelor's degree in a related field required; master's degree or MBA preferred.
• Experience building or transforming quality programs for complex, non-routine support functions.
• Deep expertise in quality methodologies such as COPC, AQS, Six Sigma, or Lean.
• Experience with QA tooling, including form design, calibration management, and AutoQA deployment.
• Experience managing globally distributed quality teams across multiple functions, languages, and partner organizations in a 24/7 environment.
• Experience deploying or scaling AI/ML-assisted QA tools, AutoQA, or predictive NPS/CSAT.
• Strong executive presence and ability to influence senior stakeholders and drive cross-functional alignment.
• Experience with BPO or vendor governance at scale.

Nice-to-haves

• COPC certification.
• Six Sigma Green Belt or Black Belt.
• Experience with Observe.AI.
• Program management, change management, or organizational design experience in a high-growth technology environment.
• Experience governing 1,000+ partner FTEs across multiple sites and geographies.

Compensation

• Base pay range: $192,000–$235,000 USD annually.
• May also be eligible for bonus, equity, benefits, and Employee Travel Credits.