As the Quality (Customer Experience) Program Manager, you will be responsible for overseeing all aspects of quality for eero's Customer Support division, ensuring that we consistently deliver exceptional service.
Key job responsibilities
- Serve as the subject matter expert on quality standards and develop methods to evaluate and measure performance
- Own the quality program strategy, end-to-end delivery, and communicate results to senior leadership
- Work collaboratively with vendor and internal teams to monitor quality trends and implement strategies to maintain and improve performance
- Analyze customer feedback, including satisfaction surveys, quality audits, and social media, to identify pain points , trends, and opportunities for optimization specific to the eero brand. Work cross-functionally to drive process and customer experience enhancements
- Act as the lead facilitator for calibrations, ensuring all reviews are consistent with defined scoring methods
- Manage and develop a high-performing team of Quality Auditors to meet agreed-upon objectives and enable continuous improvement
- Partner with Learning and Development teams to recommend new and update existing training materials to enhance agent skills and customer experience
A day in the life
You will be responsible for quality and inspection of agent interactions with customers, both internal and external. Obsess over optimizing the customer experience through reviewing feedback, observing interactions, and making improvement recommendations. Collaborate with partners to drive initiatives, provide feedback to leadership on the quality program, and analyze/address trends/opportunities in real-time. Develop the policies, procedures, and best practices to ensure eero delivers world-class customer support globally.
BASIC QUALIFICATIONS
- 8+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- 5+ years of program or project management in Quality and Customer Experience.
- Proficient in analyzing customer satisfaction metrics (CSAT, CES, NPS) and using data to drive improvements
- Skilled in owning program strategy, end-to-end delivery, and presenting to senior leadership
- Thrive in a fast-paced, start-up environment and demonstrate a tenacity to develop ideas independently
PREFERRED QUALIFICATIONS
- 5+ years of owning Quality programs across multiple geographie
- Experienced in vendor management and working collaboratively with strategic partners
- Knowledge of contact center operations and digital customer experience principles
- Excellent communication skills, both verbal and written, with experience in vendor, client, or customer-facing roles
- Experience with process improvement and automation (e.g., LEAN Six Sigma, Process Management)
- Expertise in designing a strategic quality roadmap
- Proven track record of taking ownership and delivering results
- Strong prioritization and time management skills to meet multiple deadlines
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.