Summary
The Senior Program Manager, QA at Zoox leads quality assurance for the Fusion Center (customer support) organization, building scalable quality systems and playbooks to ensure consistent, delightful customer experiences. The role involves data analysis in Excel/Google Sheets, using tools like Salesforce, and collaborating cross-functionally with training, design, product, and operations teams.
The Fusion Center teams at Zoox are the primary human connection with our customers. In this role, you'll be an early member of a critical team in a rapidly developing industry. As Program Manager, Quality Assurance, you'll have a significant impact on the experience of our customers and the teams who support them. You will build our quality playbook and oversee quality assurance for the Fusion Center organization. You'll work closely with our teams to design scalable quality systems that ensure a delightful, repeatable, on-brand customer experience.
This is a highly collaborative role that will regularly engage with cross-functional partners in training, design, product, operations, and more. You will ensure we have an outstanding quality assurance program to measure performance, coach for growth, and find strategic insights. This role will be very hands-on, and you should be passionate about diving into the details and staying close to the customer experience.
In this role, you will:
Establish and implement a quality playbook that measurably engages the organization in our support framework, generates key timelines for process development, and inspires broad adoption
Set key performance indicators for quality assurance teams to measure their work and ensure we are progressing in accordance with our quality playbook
Lead and facilitate calibration sessions with the cross-functional team to drive consistency and adherence to quality standards
Prepare and present a monthly executive summary report on the state of interaction quality and proposed improvements
Work closely with leadership and cross-functional partners to ensure training, processes, and documentation are supporting the optimal customer experience based on customer trends, product enhancements, and the needs of our customers
Advocate for the customer and team with recommendations for automation, fixing long-term customer issues to reduce ticketing volume and improve customer and employee satisfaction
Qualifications
8+ years of experience leading a customer-facing team at a start-up or rapid growth company developing QA programs, end-to-end training, and quality systems.
Bachelors degree in business management, computer science, engineering, or related discipline.
Proven experience taking ambiguous, complex processes and creating simple, adaptable, and broadly adopted standards that drive quality and consistency
Passion for leading, with a strong desire and highly developed ability to motivate others, and set and achieve targets
Comfortable pulling data from multiple sources, reading and analyzing data, conducting analyses in Excel (to perform complex functions) or Google Sheets, and partnering with analytics partners for more complex analyses
An owner mentality, always looking for opportunities to better your work product
Ability to translate analysis to actions quickly, and test your hypotheses to solve challenging business problems at their root level
Comfortable working with modern customer support and productivity tools (Salesforce, Google Workspace, etc.)
Bonus Qualifications
Master's degree in a relevant discipline (Business Administration, Engineering, Computer Science, Program Management, etc.)
Experience in the autonomous vehicle, ride-hail, transportation, or other relevant mobility industries
Background in systems engineering, software development, or technical operations
PMP, PgMP, or similar project management certification
Experience with Lean/Six Sigma methodologies and ideally, possessing certifications