Manager, Quality Assurance, Customer Support

Lead the evolution of a QA program for customer support, defining QA frameworks, calibration practices, reporting structures, and feedback loops to improve customer experience quality at scale. Partner with Support Operations, frontline leaders, Enablement, Product, and others to turn QA findings into operational improvements and coaching. Evaluate both human and AI-generated interactions to ensure accuracy, consistency, and alignment with brand standards, with potential to grow into people leadership as the QA function expands.