Senior Program Manager, Quality Assurance

Responsibilities

• Establish and implement a quality playbook that measurably engages the organization in our support framework, generates key timelines for process development, and inspires broad adoption.
• Set key performance indicators for quality assurance teams to measure their work and ensure we are progressing in accordance with our quality playbook.
• Lead and facilitate calibration sessions with the cross-functional team to drive consistency and adherence to quality standards.
• Prepare and present a monthly executive summary report on the state of interaction quality and proposed improvements.
• Work closely with leadership and cross-functional partners to ensure training, processes, and documentation are supporting the optimal customer experience based on customer trends, product enhancements, and the needs of our customers.
• Advocate for the customer and team with recommendations for automation, fixing long-term customer issues to reduce ticketing volume and improve customer and employee satisfaction.

Requirements

• 8+ years of experience leading a customer-facing team at a start-up or rapid growth company developing QA programs, end-to-end training, and quality systems.
• Bachelor's degree in business management, computer science, engineering, or related discipline.
• Proven experience taking ambiguous, complex processes and creating simple, adaptable, and broadly adopted standards that drive quality and consistency.
• Passion for leading, with a strong desire and highly developed ability to motivate others, and set and achieve targets.
• Comfortable pulling data from multiple sources, reading and analyzing data, conducting analyses in Excel (to perform complex functions) or Google Sheets, and partnering with analytics partners for more complex analyses.
• An owner mentality, always looking for opportunities to better your work product.
• Ability to translate analysis to actions quickly, and test your hypotheses to solve challenging business problems at their root level.
• Comfortable working with modern customer support and productivity tools (Salesforce, Google Workspace, etc.).

Nice-to-Haves

• Master's degree in a relevant discipline (Business Administration, Engineering, Computer Science, Program Management, etc.).
• Experience in the autonomous vehicle, ride-hail, transportation, or other relevant mobility industries.
• Background in systems engineering, software development, or technical operations.
• PMP, PgMP, or similar project management certification.
• Experience with Lean/Six Sigma methodologies and ideally, possessing certifications.