Senior Program Manager, Quality Assurance

Job Description

Job Description

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

Base Salary Range

There are three major components to compensation for this position: salary, Amazon Restricted Stock Units (RSUs), and Zoox Stock Appreciation Rights. A sign-on bonus may be offered as part of the compensation package. The listed range applies only to the base salary. Compensation will vary based on geographic location and level. Leveling, as well as positioning within a level, is determined by a range of factors, including, but not limited to, a candidate's relevant years of experience, domain knowledge, and interview performance. The salary range listed in this posting is representative of the range of levels Zoox is considering for this position.

Zoox also offers a comprehensive package of benefits, including paid time off (e.g. sick leave, vacation, bereavement), unpaid time off, Zoox Stock Appreciation Rights, Amazon RSUs, health insurance, long-term care insurance, long-term and short-term disability insurance, and life insurance.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.