Senior Manager, Support Quality

Job Summary

Leading a remote team, the full-time Senior Manager, Support Quality will drive the transformation to an AI-native operating model, oversee support readiness delivery, and manage quality intelligence operations to enhance customer support effectiveness.

Key responsibilities

• Own the shift to an agentic operating model across Delivery and Quality Intelligence, leveraging AI tools to improve output quality
• Design and deliver onboarding and continuous learning programs for support teams, ensuring measurable performance outcomes
• Lead a team of QA analysts in audit execution and trend identification, translating findings into actionable coaching signals

Required qualifications

• 13+ years of relevant experience, including 5+ years in a people management role leading multi-functional teams
• Experience in leading teams through technology or operational transformation, with knowledge of AI tools in support functions
• Strong program management skills with a focus on cross-functional leadership and data-driven decision-making
• B.A./B.S. degree, preferably in education, business, or a quantitative discipline
• Proven ability to partner across functions to align program strategy with business priorities