- 7+ years of experience in Customer Support Quality Assurance, with 5+ years in direct team management and strategic leadership roles
- Proven track record of building and executing AI QA migrations from scratch, with deep technical and operational expertise in AI evaluation tooling
- Deep domain expertise in Quality Assurance for Customer Support including quality frameworks, scoring systems, key analytics and measures, RCA, calibration, coaching excellence and audit readiness
- Experience operating in a regulated environment, with a strong grasp of compliance, controls, and documentation requirements
- A strategic thinker who can define a clear direction and make effective tradeoffs in a resource-constrained environment and also operate tactically to deliver quick wins and address high-impact, low-effort opportunities
- A data-driven operator who uses metrics and insights to guide decisions and measure impact and can take a holistic view of quality that’s tailored for the complexity and high bar of our customer needs
- An effective communicator who can translate complex concepts into clear, actionable direction and effectively lead and land transformation in a Support environment
- Strong stakeholder management capabilities, with a proven track record of building trusted relationships with Support Team Leads and leadership teams while effectively demonstrating the strategic value of Quality Assurance
Total rewards & compensation
The annual base salary range for this role is $160,000 - $220,000. Compensation is based on factors including qualifications, experience, and location. Total compensation package includes equity (RSUs), 401(k), health, dental, vision, and more.
In-office expectations
This role is based in our Chicago office. We're an office-first company and expect employees to work in-office at least 3 days a week on average. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while also supporting flexibility.