Senior Program Manager, Quality Assurance

About the role

Become a pivotal member of the Fusion Center team at Zoox, where you will play a crucial role in establishing quality standards within a rapidly evolving sector. In this dynamic position, you will be responsible for developing and overseeing a comprehensive quality assurance framework that significantly influences customer interactions and the teams that provide support. This role demands active collaboration with various departments, including training, design, product, and operations, to create consistent, brand-aligned experiences.

Key facts

What you'll do

• Develop and implement a quality assurance playbook aimed at enhancing adoption throughout the support organization, establishing clear timelines for development, and ensuring measurable improvements in adherence to quality standards.
• Identify and monitor key performance indicators (KPIs) that allow quality assurance teams to assess their progress in relation to the playbook.
• Facilitate calibration sessions with cross-functional teams to ensure uniformity and alignment with established quality benchmarks.
• Prepare and present a monthly executive report that highlights trends in interaction quality and provides actionable recommendations for enhancements.
• Collaborate with leadership and various teams to ensure that training, documentation, and processes are aligned with the changing needs of customers and updates to products.
• Advocate for automation and long-term solutions that reduce ticket volume while enhancing satisfaction levels for both customers and employees.
• Engage in continuous improvement initiatives by analyzing feedback and performance data to refine quality assurance practices.
• Serve as a mentor and coach to team members, fostering a culture of quality and excellence across the organization.
• Lead initiatives to integrate customer feedback into the quality assurance framework, ensuring that the voice of the customer is represented in all processes.
• Coordinate with product teams to ensure that quality assurance practices are integrated into the product development lifecycle.
• Drive strategic projects that align quality assurance efforts with overall business objectives and customer satisfaction goals.

Requirements

• A minimum of 8 years of experience leading customer-facing teams in a startup or high-growth environment, with direct oversight of quality assurance programs, comprehensive training, and quality systems.
• A bachelor's degree in business management, computer science, engineering, or a related discipline.
• Proven ability to simplify complex and ambiguous workflows into clear, adaptable standards that are widely embraced.
• Strong leadership qualities with a track record of inspiring teams and achieving targets.
• Expertise in extracting and analyzing data from various sources using advanced Excel functions or Google Sheets, along with the capability to collaborate with analytics teams for deeper insights.
• A proactive ownership mindset, consistently seeking opportunities to enhance personal and team performance.
• Ability to swiftly transition from analysis to actionable steps, testing hypotheses to resolve underlying business challenges.
• Familiarity with contemporary support and productivity tools, including Salesforce and Google Workspace.

Nice to have

• A master's degree in business administration, engineering, computer science, program management, or a related field.
• Experience in the autonomous vehicle, ride-hailing, transportation, or broader mobility industries.
• A background in systems engineering, software development, or technical operations.
• Project management certification such as PMP, PgMP, or an equivalent credential.
• Training in Lean or Six Sigma methodologies, ideally with certification.

Skills & tools

• Design and implementation of quality assurance programs.
• Development of key performance indicators and measurement of performance.
• Proficient in data analysis using Excel and Google Sheets.
• Experience with Salesforce and Google Workspace.
• Ability to facilitate cross-functional collaboration and calibration sessions effectively.

Practical notes

This full-time position is based in Scottsdale, AZ, and offers a competitive salary commensurate with experience. Candidates must be eligible to work in the United States and may require visa sponsorship depending on their circumstances. The role demands a proactive approach to quality assurance and a commitment to fostering a culture of excellence within the organization. If you are passionate about quality and eager to make a significant impact in a fast-paced environment, we encourage you to apply.

About the company

Zoox is building the world's most advanced self-driving hardware and software solution. The efficiency demands of such a system require an expert fine tuning of both the compute hardware architecture as well as the algorithms and middleware that runs on it to achieve maximum throughput at the most optimal power levels.