QA Program Manager, Customer Experience

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About the Opportunity

The organization is the largest global shared micromobility business, operating in close to 30 countries across five continents. The mission is to build a future where transportation is shared, affordable and carbon-free. Electric bikes and scooters have powered more than one billion rides in cities around the world. Named a 2025 Time 100 Most Influential Company, the organization continues to set the pace for shared micromobility globally, spurring a new generation of clean alternatives to car ownership.

The organization is seeking a QA Program Manager to lead its global Customer Experience Quality program. This role will be the architect of the frameworks that ensure every rider and Community Member receives world-class support. This is a strategic partner who uses data to identify friction, improve processes, and scale quality standards across a global network of BPO partners.

As the organization scales, a leader is needed who can maintain a 50,000-foot view of global performance while being willing to dive into the weeds, audit a ticket, and understand the "why" behind the data. This is a remote-friendly role that requires a "get your hands dirty" mentality to ensure outsourced partners operate as a seamless extension of the team.

This is a remote position with a requirement for candidates to reside in the United States to maintain effective collaboration across teams.

Key Responsibilities

• Own the Global Quality Strategy: Design and maintain quality rubrics, calibration standards, and audit cadences that reflect the organization’s brand voice and operational requirements.

• Master the Tech Stack: Lead the administration and optimization of MaestroQA and Zendesk, ensuring that grading rubrics and automated workflows are driving maximum value.

• Manage BPO Quality Performance: Oversee the quality programs of external BPO partners via a dotted-line management structure. Lead calibration sessions and Business Reviews to ensure partners exceed quality KPIs.

• Drive Data-First Insights: Leverage SQL and data visualization tools to identify trends in agent performance and customer sentiment. Tell the story of "why" metrics move and propose actionable solutions.

• Cross-Functional Collaboration: Act as a "voice of the customer" to Product, Ops, and Trust & Safety teams. Translate support interactions into qualitative feedback that improves the app and vehicle experience.

• Close the Feedback Loop: Partner with Training and Enablement teams to address performance gaps identified through QA, ensuring insights lead directly to improved SOPs and agent coaching.

Required Qualifications

• 5+ years of experience in Customer Support Operations or Quality Assurance, with a proven track record of managing quality programs in an outsourced (BPO) environment.

• Tool Proficiency: Expert-level knowledge of Zendesk and MaestroQA (or equivalent platforms). Know how to build a scorecard that balances technical accuracy with customer empathy.

• Analytically Minded: A "data-first" operator. Comfortable using SQL and Excel to navigate large datasets and build compelling narratives for leadership.

• Strategic yet Scrappy: Ability to present a high-level strategy to executives but equally comfortable auditing tickets alongside an agent to understand the "on-the-ground" reality.

• Excellent Communicator: Ability to influence and align external partners and internal stakeholders across different cultures and time zones.

• Relentlessly Curious: Always want to dig deeper to understand the root cause of an issue, particularly regarding what customers need to have a safe, seamless ride.

U.S. Based Position - What We Offer

• Comprehensive Health & Wellness: A choice of medical, dental, and vision plans. Company-paid life and disability insurance and company-funded mental health benefits are also provided.

• Financial & Retirement Planning: 401(k) plan with both pre-tax and Roth options, and access to a Health Savings Account (HSA) with a monthly company contribution.

• Family & Fertility Support: Paid parental leave for birthing and non-birthing parents, plus fertility and family-forming benefits.

• Paid Time Off: Unlimited vacation, paid leaves, and 10 company holidays.

• Unique Perks: Complimentary use of vehicles in participating cities, a monthly phone allowance, dedicated learning and development days, and access to perks including One Medical, Wellhub, and Headspace.

The base salary range listed reflects what the organization reasonably expects to offer for this role, with the final base salary determined by objective factors such as the candidate’s location and relevant skills and experience. Depending on the position, the total compensation package may also include discretionary annual performance bonus opportunities and equity, subject to applicable plan terms and eligibility requirements.

The organization considers all qualified applicants for employment, including those with arrest or conviction records, in accordance with all applicable federal, state, and local laws.

If you want to make an impact, this is the place for you. Not sure if you meet all the qualifications? If this role excites you, we encourage you to apply. Explore all opportunities on the career page.

The organization is proud to be an Equal Opportunity Employer. Different perspectives help the organization grow and achieve more. That’s why the organization is dedicated to building and developing a team that reflects a wider range of backgrounds, abilities, identities, and experiences. If you require a reasonable accommodation during the application or hiring process, please reach out for assistance.

Compensation

• $102K – $140K
• Offers Equity
• Offers Bonus