Pleo

2 months ago

Strategic Program Manager - Support Quality, Training & Enablement

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Design, run, and continuously improve support quality programmes across all channels, turning quality data into actionable insights. Strengthen QA processes, build calibration and feedback loops, and partner with Support Team Leads to translate findings into coaching and measurable quality gains. Coordinate training and enablement to improve agent capability and consistency, while surfacing recurring issues beyond support and creating reporting dashboards to improve visibility and customer experience as the organization scales.

Location: Lisbon

Workplace: Hybrid

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Key Responsibilities

•Own and run the support quality programme across all support channels by defining frameworks, scorecards, calibration processes, quality standards, and feedback loops.
•Build and improve QA processes that drive real performance improvement, and ensure findings translate into practical coaching and measurable quality gains.
•Coordinate training and enablement programmes to improve readiness, capability, consistency, and confidence across the support organisation.
•Analyse quality trends and support performance signals, and surface recurring issues beyond support such as product friction, policy confusion, knowledge gaps, and customer effort drivers.
•Build reporting and dashboards and run calibration sessions to keep scoring consistent and create shared understanding of quality expectations.

Key Requirements

•Program management experience in Customer Support, Customer Experience, Quality Assurance, Training, Enablement, or Support Operations.
•Prior Customer Experience or Customer Support experience with a strong understanding of what drives quality, consistency, and customer trust.
•Experience running or supporting a QA programme in a support environment, including scoring frameworks, calibration, feedback loops, and quality reporting.
•Experience building or coordinating training and enablement programmes that improve team capability and performance.
•Strong analytical mindset and comfort working with quality data, support trends, and performance insights to identify priorities and root causes.

Experience:Customer supportCustomer experienceQuality assuranceFintechSaaS

Skills:Analytical mindsetCross-functional collaborationInfluenceCommunicationOrganizational execution

Languages:English

Tech Stack:ZendeskIntercomPlayvoxKlausMaestroQALookerTableauPower BIJiraAsanaSlackLMSBI/reporting toolsWorkflow tools

Company Brief

Pleo

Provides spend management software that helps businesses issue company cards, control expenses, automate reimbursements, and track team spending in one platform. Aims to simplify financial workflows for modern companies.

Industry: Fintech Infrastructure

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: Copenhagen, Denmark

Founded: 2015

Website LinkedIn

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Pleo

2 months ago

Strategic Program Manager - Support Quality, Training & Enablement

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: Lisbon

Workplace: Hybrid

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Key Responsibilities

•Own and run the support quality programme across all support channels by defining frameworks, scorecards, calibration processes, quality standards, and feedback loops.
•Build and improve QA processes that drive real performance improvement, and ensure findings translate into practical coaching and measurable quality gains.
•Coordinate training and enablement programmes to improve readiness, capability, consistency, and confidence across the support organisation.
•Analyse quality trends and support performance signals, and surface recurring issues beyond support such as product friction, policy confusion, knowledge gaps, and customer effort drivers.
•Build reporting and dashboards and run calibration sessions to keep scoring consistent and create shared understanding of quality expectations.

Key Requirements

•Program management experience in Customer Support, Customer Experience, Quality Assurance, Training, Enablement, or Support Operations.
•Prior Customer Experience or Customer Support experience with a strong understanding of what drives quality, consistency, and customer trust.
•Experience running or supporting a QA programme in a support environment, including scoring frameworks, calibration, feedback loops, and quality reporting.
•Experience building or coordinating training and enablement programmes that improve team capability and performance.
•Strong analytical mindset and comfort working with quality data, support trends, and performance insights to identify priorities and root causes.

Experience:Customer supportCustomer experienceQuality assuranceFintechSaaS

Skills:Analytical mindsetCross-functional collaborationInfluenceCommunicationOrganizational execution

Languages:English

Tech Stack:ZendeskIntercomPlayvoxKlausMaestroQALookerTableauPower BIJiraAsanaSlackLMSBI/reporting toolsWorkflow tools

Company Brief

Pleo

Industry: Fintech Infrastructure

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: Copenhagen, Denmark

Founded: 2015

Website LinkedIn