# Senior Program Manager, Quality Assurance

**Company:** [Zoox](https://hotfix.jobs/companies/zoox)
**Location:** Scottsdale, AZ
**Role:** Technical Program Management
**Salary:** $126k – $172k/yr
**Experience:** 8+ years
**Skills:** quality assurance, qa programs, training development, quality systems, kpi setting, Data Analysis, Excel, Google Sheets, Salesforce, Google Workspace, Project Management, lean/six sigma
**Posted:** 2026-07-16

> Build and oversee the quality assurance program and playbook for Zoox's Fusion Center customer support teams. Establish KPIs, lead calibration sessions, analyze data for insights, and partner cross-functionally to deliver consistent, high-quality customer experiences.

## Job Description

## 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.

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