Senior Program Manager, Quality Assurance

📋 Description

• Build and implement a quality playbook for consistent customer experience.
• Set KPIs for QA teams to track progress.
• Lead cross-functional calibration sessions for quality standards.
• Prepare monthly executive summary on interaction quality.
• Partner with leadership to align training, processes, and docs.
• Advocate for customers and reduce ticket volume via automation.

🎯 Requirements

• 8+ years leading a customer-facing team in startup/rapid-growth QA programs.
• Bachelor's degree in business, CS, engineering, or related.
• Proven ability turning ambiguous processes into simple, adoptable standards.
• Strong leadership to motivate teams and hit targets.
• Data analysis in Excel or Google Sheets; collaborate with analytics.
• Experience with Salesforce and Google Workspace.

🎁 Benefits

• Zoox Stock Appreciation Rights and Amazon RSUs.
• Sign-on bonus potential as part of the package.
• Health insurance and disability coverage.
• Paid time off, sick leave, vacation, and bereavement.
• Life insurance and long-term care options.