Manager - Brand Quality & Optimization
Hybrid · Plantation Broward County, Florida, United States
Job Summary
Lead and coach the Brand Quality & Optimization Specialist team to improve sales/service behaviors and ensure adherence to brand standards. Design and deliver coaching programs; collect, synthesize, and report performance insights from observations, QA reviews, and frontline interactions; collaborate cross-functionally to prioritize and implement process and experience improvements; translate observations, QA scores, and sales data into structured reports and insights decks for senior leadership; partner with Quality Assurance and Data teams to enhance dashboards and feedback loops; ensure brand voice and service culture are reflected in performance strategies; identify systemic barriers and drive cross-functional initiatives to resolve friction in tools, training, or workflows; lead calibration sessions and governance to maintain consistency; support change management and rollout of new tools and workflows; measure effectiveness of changes and refine strategies for measurable improvements.
Required Qualifications
- Bachelor’s Degree in Business, Operations, Organizational Psychology or related field preferred; 5+ years of leadership experience; 2+ years of people management; experience with CRM (Salesforce), QA (NICE or similar), and BI/reporting platforms
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