Program Manager, Quality & CSAT — Vendor Operations
Core
Design and manage quality assurance (QA) frameworks and Customer Satisfaction (CSAT) programs for outsourced vendor support sites to ensure best-in-class advertising customer experiences.
Role type
Senior Program Manager, Quality & CSAT (Vendor Operations)
Builds
QA scorecards, calibration workflows, CSAT improvement programs, and vendor performance governance mechanisms.
Domain
Advertising technology, customer support operations, vendor management
Required skills
QA framework design, CSAT/DSAT analysis, root cause analysis, corrective action planning, vendor governance, stakeholder management, data analysis (Excel/Sheets), travel readiness
Preferred skills
Multi-language support operations, QA tools (MaestroQA, Playvox), SQL, Six Sigma/COPC methodologies, vendor site launch support
Technologies
MaestroQA, Playvox, Excel, Sheets, SQL
Responsibilities
Design and refine QA frameworks including scorecards and audit workflows; monitor QA scores and escalate systemic deviations; translate CSAT insights into coaching frameworks and process fixes; run business reviews with vendor leadership; build QA/CSAT dashboards for leadership visibility.
Seniority
Senior, hands-on IC