Senior Program Manager, Quality Assurance
On-siteScottsdale, Arizona, United States
Job Summary
Establish and implement a quality playbook to drive process development and ensure broad adoption across the organization. Set key performance indicators for QA teams and lead calibration sessions to maintain consistency with quality standards. Prepare monthly executive summaries on interaction quality and advocate for automation to reduce ticketing volume while improving satisfaction. Collaborate with leadership to align training, processes, and documentation with customer trends and product enhancements. Analyze data from multiple sources using Excel or Google Sheets to translate insights into actionable solutions for complex business problems.
Required Qualifications
- 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
- Bachelors 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.)
Desired Qualifications
- 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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