Program Manager, Quality & CSAT — Vendor Operations

关于这个机会

The Monetization Product Operations (MPO) is responsible for Customer Support and Tools & Workflows within Product Strategy & Operations team. Its mission is to provide Best in class advertising experience by ensuring excellence in customer service and streamlining process & tools to ensure smooth operations. The team collaborates with Sales to provide post-sales support and works closely with product team on product improvement through feature requests and management of bugs. Responsibilities Quality Assurance Program Ownership - Design, implement, and continuously refine the QA framework (scorecards, sampling methodology, calibration cadence, audit workflows) across all vendor sites - Run weekly/monthly calibration sessions with vendor QA teams to ensure scoring consistency and alignment on quality standards - Monitor QA scores, internal audit vs. vendor self-audit variance, and critical error rates; escalate systemic deviations to vendor leadership - Conduct root cause analysis (RCA) on quality failures and drive corrective action plans (CAPs) with vendor partners through to closure CSAT & Customer Experience - Own end-to-end CSAT performance across vendor sites, including target setting, trend monitoring, and driver analysis (DSAT deep dives by category, language, site, and agent cohort) - Translate CSAT/DSAT insights into actionable improvement programs — coaching frameworks, process fixes, knowledge base gaps, and policy clarifications - Partner with Training and SME teams to close knowledge and skill gaps identified through quality and CSAT data Vendor Performance Management - Serve as the primary quality interface with vendor site leadership; run regular business reviews (WBR/MBR/QBR) covering QA, CSAT, and improvement plan progress - Identify performance gaps between sites and vendors, benchmark best practices, and drive standardization across the network - Support vendor governance mechanisms including performance scorecards, penalty/incentive frameworks tied to quality KPIs, and new site ramp quality gates - Support quality readiness during vendor site launches, transitions, and sunsets (baseline audits, ramp certification, knowledge transfer validation) Analytics & Reporting - Build and maintain QA/CSAT dashboards and reporting for leadership visibility; own the narrative on quality trends, risks, and wins - Correlate quality data with other operational metrics (AHT, recategorization, reopen rates, escalations) to surface systemic issues - Define and track leading indicators to move quality management from reactive to predictive

任职要求

Minimum Qualification(s): - 5+ years of experience in quality assurance, customer experience, or vendor/BPO management within support operations, trust & safety, or a related domain - Proven track record managing QA or CSAT programs across outsourced/vendor environments, ideally spanning multiple sites or regions - Strong analytical skills — comfortable working with large datasets in Excel/Sheets; able to build driver analyses and present insights to stakeholders - Experience running calibrations, audits, RCAs, and corrective action programs with measurable outcomes - Excellent stakeholder management and communication skills; able to influence vendor leadership without direct authority - Willingness to travel to vendor sites (APAC and other regions) as needed Preferred Qualification(s): - Experience in a high-growth tech, e-commerce, or platform environment with complex, multi-language support operations - Familiarity with QA tools and platforms (e.g., MaestroQA, Playvox, or in-house equivalents) and speech/text analytics - SQL proficiency for self-serve data analysis - Experience with COPC, Six Sigma, or similar quality certifications/methodologies - Experience supporting vendor site launches, transitions, or consolidations

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