Drive human and AI-powered quality operations, ensure all partners are held accountable for delivering on specific quality and customer experience metrics.
Establish mechanisms to pre-empt poor customer experiences across AI and human surfaces, lead root cause analysis (RCA) to fix systemic issues within the ecosystem.
Invest in continuous learning and knowledge democratization to ensure the team can drive exceptional quality insights across complex AI and human user journeys.
Develop and manage efficient quality frameworks, leverage AI/automation solutions for enhanced error detection, correction, and prevention.
Build and strengthen relationships with cross-functional partners (e.g., L2, SDM, COE) to identify and execute on opportunities that improve the total customer journey.
Minimum qualifications:
Bachelor's degree in HR, Business or related field, or equivalent practical experience.
10 years of experience in a customer or client-facing role supporting operations.
10 years of experience working in domestic and international environments.
7 years of experience managing operations and leading cross-regional teams.
Preferred qualifications:
Master’s degree or equivalent practical experience.
Experience in AI-driven quality solutions and automation.
Experience in managing and upskilling teams, with a focus on democratizing knowledge and preparing staff for evolving AI and human workflows.
Experience in quality management or operations, with a proven track record of managing end-to-end quality lifecycles, including root cause analysis (RCA), DSAT reduction, and process optimization.
Ability to balance human oversight with automated error detection in a complex ecosystem.
Ability to cultivate and strengthen relationships across various cross-functional teams (e.g., L2, COE, SDM) to drive accountability and shared CX goals.
