Senior Manager, Support Readiness & Quality Insights

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the team’s transition to an agentic operating model encompassing both Delivery and Quality Intelligence.

• Spearhead the design and implementation of onboarding, upskilling, and continuous education initiatives across all support tiers and channels.

• Manage a team of QA analysts dedicated to audit execution, model validation, and trend analysis.

• Establish the QA-to-coaching routing, calibration schedule, and feedback frameworks.

• Act as the bridge connecting learning outcomes, quality indicators, and business objectives.

• Oversee the KPI framework for both teams and convert program activities into measurable business impact.

⛳️ Requirements

• 13+ years of relevant professional experience, including a minimum of 5 years in a leadership role managing multi-functional teams.

• Proven experience guiding teams through technological or operational transformations, with an understanding of how AI tools are influencing support and enablement functions.

• Demonstrated ability to collaborate across functions such as operations, product, or go-to-market to align program strategies with business goals.

• Strong program management capabilities, including cross-functional leadership, systems thinking, and data-informed decision-making.

• Exceptional communication skills, able to navigate from analyst-level details to VP-level narratives seamlessly.

• B.A./B.S. degree, ideally in education, business, or another quantitative field.

🏝️ Benefits

• Comprehensive health and parental leave plans.

• Professional development stipend.

• Flexible, employee-led remote work model.