Program Lead Support Product Quality
About The Position
The Program Lead for support Product Quality will drive quality across our support products. This role will ensure that all customer support experiences — across customer facing and agent tools— meet the highest standards of functionality and usability at scale. The role will be cross-functional in nature, integrating inputs from CommOps and Global Digital Experience (GDX) teams and partnering with Product teams to continuously identify and fix quality issues in the products. The work will directly impact CSAT, resolution accuracy, churn prevention and customer engagement post interactions with support products. The role will also be instrumental in creating a quality mindset amongst the CommOps and Customer Obsession teams. There are 3 roles, one each focused on Eater, Merchant and Driver support product quality.
Requirements
- 5+ years of experience in program management, product operations, customer support systems, or QA leadership
Nice To Haves
- Proven track record of driving cross-functional transformations in high-scale environments
- Deep understanding of customer support ecosystems and support products
- Strong analytical mindset; ability to work with data to identify defects, trends, and gaps
- Excellent stakeholder management and communication skills — can influence across Product, CommOps, and Engineering. Ability to communicate unpopular facts and opinions in a digestible manner.
- Demonstrated business impact from relentless customer obsession
- Ability to thrive in ambiguous and high pressure environments
- Experience running usability testing, UAT, manual or auto evaluations or post-launch QA processes
- Very strong understanding of Generative AI applications in support
- Strong product intuition and a passion for operational excellence and customer obsession
Responsibilities
- Define and track Quality metrics and drive down micro-KPIs for each product: Publish metrics for easy consumption; where quantitative measures are not feasible, use stories and other qualitative techniques to bring the Product quality to life (the philosophy being ‘you know good quality when you see it').
- Identify Quality gaps and push for resolution: Build and operationalize processes for issue identification and rapid iteration in production environments. Analyze support data to identify systematic failures and Dogfooding / testing to identify high-impact friction points in the support journey.
- Ensure launch readiness from a product quality perspective: Partner with product managers, CX teams and GDX to ensure all support features meet the bar before launch and / or scaling.
- Prioritize Quality Initiatives: Own the quality-focused backlog and collaborate with Product Managers to inject critical quality, reliability, and technical debt tasks into the core product roadmap . Institutionalize Feedback Loops to inform prioritization and continuous improvement.
- Champion Craftsmanship: Embed a culture of quality within product and CommOps teams — advocating for bug free product, great fit and finish, and excellent customer experience across platforms and products.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
