Program Manager, Quality & CSAT — Vendor Operations

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

Job description

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

Qualifications

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