Sr. Manager, Support Readiness & Quality Insights
New
Remote role open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.Full-TimeManager
Salary$118,440 — $190,350 USD
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Job Details
- Experience
- 13+ years of related professional experience, with at least 5 years in a people management role
- Required Skills
- People ManagementCross-functional Team LeadershipQuality Assurance
Requirements
- 13+ years of related professional experience.
- At least 5 years in a people management role leading multi-functional teams.
- Demonstrated experience leading teams through technology or operational transformation.
- Working knowledge of how AI tools are reshaping support and enablement functions.
- Experience partnering across functions including operations, product, or go-to-market.
- Strong program management skills including cross-functional leadership, systems thinking, and data-driven decision making.
- Excellent communication skills with the ability to operate from analyst-level detail to VP-level narrative.
- B.A./B.S., preferably in education, business, or a quantitative discipline.
Responsibilities
- Lead the team's shift to an agentic operating model across both Delivery and Quality Intelligence.
- Lead the design and delivery of onboarding, upskill, and continuous learning programs across all support tiers and channels.
- Lead a team of QA analysts focused on audit execution, model validation, and trend identification.
- Build the QA-to-coaching routing, calibration cadence, and feedback frameworks.
- Serve as the connective tissue between learning outcomes, quality signals, and business priorities.
- Own the KPI framework across both teams to measure and improve metrics like AHT, CSAT, and time-to-proficiency.
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