Manager II, Customer Support Quality Assurance
Job Description
The Customer Success (CS) team at Cruise is 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 Manager, Quality Management 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 CS organization including internal teams and those working for our BPO partner. You’ll work closely with our BPO partner team to design a scalable quality system that ensures 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.
Responsibilities
- Work regularly from our San Francisco or Scottsdale offices
- Establish and implement a quality playbook that measurably engages the CS organization in our support framework, generates key timelines for process development, and inspires broad adoption
- Set key performance indicators for internal and BPO 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 CS 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
Job Requirements
- 5+ years of experience leading a customer-facing team at a start-up or rapid growth company
- 5+ years of experience developing QA programs
- Proven experience taking ambiguous, complex processes and creating simple, adaptable, and broadly adopted standards which 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
- Comfortability working with modern customer support and productivity tools (Salesforce, Google Workspace, etc)
Bonus points!
- Previous experience in high-tech or transportation industry
- Experience building end-to-end training and/or quality systems
- Passion for the AV industry
