Program Manager, Quality

Mercor•San Francisco, CA

5h•$120,000 - $200,000•Onsite

About The Position

As a Program Manager for Quality Team, you will devise cross-functional quality processes through developing automated, technical solutions and managing an operational team of quality control specialists who evaluate our human data deliverables before they are sent to our customers. The ideal candidate is a scrappy, data-first, and results-driven leader with a track record of excellence.

Requirements

3+ years of experience owning high-impact technical and operational outcomes
A strong bias for being results-driven, and experience being entrepreneurial/scrappy: building systems from scratch, including technical and operational solutions, and working under pressure in high-urgency environments
Strong communication skills across leadership, strategic project leads, cross-functional stakeholders, and our auditor workforce
Ability to develop scalable solutions to difficult operational problems — which often require going close to the ground on projects in order to root-cause.
Robust project management experience, including the ability to manage a distributed team through ruthless prioritization and a high-urgency mindset.
A data-first approach to problem-solving, with demonstrated qualitative and quantitative analytical ability

Nice To Haves

STEM background
Experience with LLMs, databases, and scripting
Experience developing and growing a 30+ distributed workforce
Professional experience at a high-growth startup or fast-paced tech environment

Responsibilities

Own quality programs for designated accounts or projects in various human data domains.
Own outcomes end to end for quality programs on projects: from initial brainstorming and operational execution to final, detailed delivery of audit results and quality insights.
Develop technical solutions to auto-evaluate quality of our datasets and proactively root-cause issues. Actively identify opportunities for automation and technical simplification — leveraging LLMs, databases, and scripting where applicable.
Devise systems to evaluate auditor and human data talent performance, ensuring adherence to quality standards and identifying process improvement opportunities.
Report on quality through regular monitoring and maintenance of quality performance metrics and KPIs.
Develop, update, and regularly present leadership-facing reports to inform company operations and strategy on human data deliveries. Work cross-functionally across engineering, account operations, and other stakeholders to execute on delivering SLAs for high-priority projects.
Help hire and maintain a 30+ auditor workforce for quality control; coach and develop specialists in the auditor pool to achieve high-impact outcomes that drive quality in our customer engagements