Program Manager, Quality & CSAT — Vendor Operations

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

Requirements

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